How long to update calling features/plan ("landline")

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jamesrt

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#251050 6-Jun-2019 11:09

Hi,

My elderly parent wishes to enable call diversion on their "landline" (fiber VoIP).

This requires a calling features upgrade, for a minor cost, which they're happy to pay.

We've clicked the button on the website over the weekend, and received a message along the lines of "thanks for requested, we'll get back to you".

The question is "How long should that take"? Does anyone know?

[Don't even get me started on a) why this isn't automated, and b) why we need to pay extra for it anyway!]

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Spyware

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#2252850 6-Jun-2019 11:14

I found it doesn't work. Used chat after two months and was resolved. I also cancelled wire maintenance in March via a chat session and was still charged on May/June invoice - I even had a reference number. Chat resolved both issues in 15 minutes.

hio77

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#2252851 6-Jun-2019 11:14

Can you send me account details so i can have a look at the flow.

there are a few different reasons it may have gone down this line, it is automated but when anything goes wrong there is also a backup layer.

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hio77

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#2252858 6-Jun-2019 11:17

Spyware:

I found it doesn't work. Used chat after two months and was resolved. I also cancelled wire maintenance in March via a chat session and was still charged on May/June invoice - I even had a reference number. Chat resolved both issues in 15 minutes.

Wire maintenance can't be cancelled via online channels at this stage, so unsure how you would have gone through that.

As above though, pass me details and i'm happy to give it a poke and see if i can pull it into some improvements.

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jamesrt

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#2252866 6-Jun-2019 11:30

hio77:

Can you send me account details so i can have a look at the flow.

there are a few different reasons it may have gone down this line, it is automated but when anything goes wrong there is also a backup layer.

Thanks; PM sent.

hio77

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#2252887 6-Jun-2019 11:50

jamesrt:

hio77:

Can you send me account details so i can have a look at the flow.

there are a few different reasons it may have gone down this line, it is automated but when anything goes wrong there is also a backup layer.

Thanks; PM sent.

Weird one that was, have it on my list.

All sorted :)

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jamesrt

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#2252895 6-Jun-2019 11:57

hio77:

eird one that was, have it on my list.

All sorted :)

Thanks; apparently the parent had asked in-store a couple of times, so the staff may have done something odd...