So I rang BP and the CSR couldn't explain the reasons - I got no suffice answer so I emailed them back with this :
Dear Big Pond (edited out Team Leader name)
On the 5th of February, 2008 I submitted an application for ADSL through you company. This was my 55th Application for Broadband since I moved into my new house 8 months ago. I check the status of the order 2 hours later and received the status of held with the following:
“Your BigPond Broadband ADSL application has been successful but there may be a delay in the service becoming available. Additional equipment needs to be installed at your local telephone exchange before we're able to connect your service. We apologise for the delay and once we've done this we'll contact you by phone or email and let you know what the next steps are.”
See the attached PDF of the order status printout (BPsuccess.pdf).
This status had not changed till this morning.
On Monday I rang Bigpond regarding the status as I wanted to enquire how long it would take for the equipment to be installed. I spoke to a girl named Bridie who explain to me that this status means there is a project to take place to upgrade your CMUX/RIM and that I should ring back next Monday (that been the 18th of February, 2008) to get an ETA on when the project will start and completed.
This morning I received a HELD with the following following :
“Unfortunately further investigations confirm we won't be able to connect a BigPond Broadband ADSL service for you. Please Contact Us and we'll look into some other Broadband options that may be available.”
See the attached PDF of the current order Status (BPfailedtoday.pdf)
1. Can someone first explain to me why the status has changed to the above?
2. Why does a successful application now suddenly change to can’t be done?
When I received the “ADSL application has been successful” I thought at long last after 8 months something is going to happen. Now it’s not! You company said my application is successful how can it be successful and then you don’t follow through? That first status is misleading as I assumed that meant at last I’d finally be getting ADSL. Done deal just have to wait for your techs to do some adding of ports. This was further confirmed by Monday’s phone call.
For the record I had never received a the statement “BigPond Broadband ADSL application has been successful…” before from an order placed through your company and hence I was so happy to at last have had a successful application.
I am livid and fuming that again I have been told something was going to happen and then it goes not occur.
Please give me an ETA on when my local CAN/CMUX/RIM will be upgraded with more ports or an ISAM been installed so we can obtain the broadband connection I have been waiting 8 months for. I need the connection to be able to do Remote Desktop Support, VPN and more importantly update my home PCs which are as of today 8 months out of date (MS updates today). I work in IT and I need this high speed low latency connection! It’s been a stressful period not to have it since I moved into my new house.
Details:
Current BP order number: DN1182xxxx
Regards
The reply is a shocker:
Dear...,
,
Thank you for your email, my name is xxxxx and I appreciate you taking the time to contact us. I understand that you are querying the status of your broadband order.
I can certainly understand your concerns and would sincerely like to apologise for any inconvenience and frustration that this matter may have caused.
I apologise for the turnaround time of this email, our records indicate your query has since been answered by telephone earlier today, however if you have any further enquiries please do not hesitate to reply.
Once again
Now that's just not a real answer to my original email!!! GGGRRRRR!! Another email sent...
See what happens....
[post edited: edited out the name of a Big Pond Team Leader and a CSR name.]
