Moved house -- still no broadband provision

Hi all,

Been a plusnet customer for quite a few years. Have (nearly) always been happy with the service.

However, I moved house two weeks ago. The phone number moved across with us on the day (31 Oct). Due to an initial delay of BT not updating their database the order to (re)supply ADSL on the (new) line didn't go in until Tuesday 4th November. A week later it turns out this order was cancelled (on the ticket page it says "Contacted BT and was informed that a cease order has not completed as yet and seems to be stuck on the system, was advised that an email has been sent to the relevant department to have this order closed off. Please check again in 24-48 hours.")

It's now 72 hours later and noone else seems to have done anything other than remove my access to the 0808 number because there's nothing wrong with my connection...

Is this kind of loss of service usual for a simple house move?

Ticket number 26530754 if any kindly plusnet staff want to have a look!

Cheers,

Ben

PM Chrisparr with the details.

Edited by deleted (Fri 14-Nov-08 16:57:35)

Was this done as a sim provide, i.e. you had a LORN...or just ordering each bit on its own?

In reply to:

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Is this kind of loss of service usual for a simple house move?

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I'm not sure it's usual but it's not uncommon. BT made a pig's ear of my house move last year when doing a simultaneous provide. They performed the cease on the previous owner's service after I moved in (I could sync with exchange but not connect to plusnet from the day I moved in) and then it took a week for them to accept I had no sync; at which point they sent an engineer, who didn't show up, and then 2 days later they managed to send another who confirmed I had no sync and who discoverd that my line wasn't even jumpered for ADSL at the exchange.

And all through this plusnet said that the tests they ran at their end showed everything was normal! Just keep on at them, they'll get there eventually.

I think it was done as each bit on its own. I didn't get a LORN and the suggestion was that there would be up to 7 days loss of service before the move (this didn't happen, in fact had access the morning of the move) and up to 7 days after the move. It's now 14 days after the move.

Away from tomorrow evening, so won't be able to check again until Monday night (I'm assuming BT engineers don't do mundane work on a Saturday!).

Cheers,

Ben

The Sim Provide often messes up, but seems to be getting better, but getting providers to use it and advise people to do it, both the phone and broadband ones seems to be the problem.

For two individual orders what you describe is not uncommon

Thanks, if it's not unusual perhaps I shouldn't worry about it. It seems odd how long it takes seeing as we're nearly a decade into the 21st century!!

Anyway, the line has apparently been cleared by BT and a new order has been put in now. I've also been given a separate friaco account to use in the interim. Having said that, I'm currently enjoying some excellent free WiFi on the National Express East Coast train!

Cheers,

Ben