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Progress on line migration
- Thread starter midasza
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- Joined
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Hello
The existing Bnumber was not feasible for a receive ownership order and we had to place a new provide order with Openserve. So we can have a new Bnumber allocated, the estimated turn around time for a new provide order is up to 7 days.
The existing Bnumber was not feasible for a receive ownership order and we had to place a new provide order with Openserve. So we can have a new Bnumber allocated, the estimated turn around time for a new provide order is up to 7 days.
Lovely corporate speak. Would it be possible to get an ACTUAL update on the progress of THIS order. As in has someone ACTUALLY contacted Openserve and asked where it is in the queue. Because otherwise Thursday may come and go and then, what will the response be, well its NORMALLY UP!!!! to 7 days, we will have to follow up. And why am I discussing it here? Because on PM I asked for an update yesterday, and was ignored, and asked today and was ignored so going public seems to be the only way to get a response.
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I am not ignoring your PM. You have not been happy with any of the updates have provided, the order is still in the validated/scheduling queue.i didn't want to share the very same update today, I amwaiting for the spreadsheet to updated and see if there has been anything new on the order.
Of course I am not happy with the update, because there is no update since Thursday. But thank you for confirming that no one has bothered to call Openserve and actually ask where the progress is, on what is a fully installed and active ONT, running for 3 years, so no install is necessary. Gee I wonder why I would be unhappy that no one could email or pick up a phone to someone at Openserve and go, please spend the 45 seconds necessary to allocate a new Bnumber and activate the second port on the ALREADY INSTALLED ONT, instead of sitting in the same queue as all new installs.
I was also told that this could be escalated on Thursday once the new order was placed. I don't consider it much of an escalation to say "Its in the validated/scheduling queue, new orders can take up to 7 days"
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As per the error message we had to place a new provide order. The ONT serial number has been sent to Openserve to ensure that the team is aware that there is an ONT installed.
I am sorry the service is not what you expected. I have followed up using the correct escalation matrix with Openserve. We only send an email to Applications Wholesale Service Centre and then we monitor the spreadsheet on order updates. They do not respond to our emails but action what has been requested.
The Openserve service manager can be contacted when the issue has not been resolved within the given SLA.
