Jumpers for goalposts. Isn't it? Wasn't it? Marvellous!!

Thanks, James. Customer very happy now on over 6Mb.

Hi Pod,

Good to hear

I submitted a request on 12th May , ticket 21884443 and still waiting, re-submitted last week ticket 22088579.

How long is it supposed to take?

Hi there,

I'll take a look now for you. We normally submit a batch order every Friday although the system does miss the odd one if the account is missing certain details required for the order submission.

Edit: Now placed. You'll be upgraded by close of play tomorrow

Kind Rgds,

Edited by deleted (Tue 12-Jun-07 13:06:57)

Clearly, it will wait in a queue until you complain about it elsewhere. Cracking Customer Service there, Bob.

In reply to:

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Clearly, it will wait in a queue until you complain about it elsewhere. Cracking Customer Service there, Bob.

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Not at all. As I have already explained there are circumstances where the order is rejected by BT's systems. We use Wholesale's bulk ordering tool which doesn't generate notification of order failures. This means that we've no way of knowing if there's been a problem with a customer's order. This isn't ideal but the failure rate is very low so we tend to deal with these on a case by case basis.

This particular customer's order failed because they are on IPStream Home 500. Upgrading to Max from a 512kbps product costs us money so the order can't be submitted using the bulk tool.

Kind Rgds,

In addition to Bob's post above, we recently started (around 2 weeks ago) to check all the orders that were submitted to BT, and email the customers once the order has completed, rather than emailing them advising that an order had been submitted.

Any orders that fail will be manually checked, the issue resolved, order resubmitted, and then the customer emailed on completion. However, any orders which failed before this point would not have been checked in this way, this was not possible due to the amounts of upgrade requests we were submitting each week. As most of the people who want the upgrade now have it the numbers are small enough each week to complete this amount of manual checking.

Well I must say that that change does deserve some praise. Well done.

I still think Plusnet are dangerously incompetent, but if you keep moving in the right direction, within 20 years you might be a decent ISP.