change plan option not working?

[paule]

hi, im not too sure whether this is the right place to post this message but after being told by adsl24 technical support that i need to contact my reseller im not exactly sure who to contact. ok onto my problem, i went through the my account page in order to change my plan from office 45 to home 30, this was around 2 weeks ago, my bill date has just gone and the account change has not been made, who do i need to contact in order to get this resolved?.

thanks,
paul.

[moomin]

You were probably told that by Entanet support, not ADSL24. You need to phone ADSL24 support during normal office hours.

[paule]

You were probably told that by Entanet support, not ADSL24. You need to phone ADSL24 support during normal office hours.

yeah that would make sense i guess, thing is i got the number from the "contact us" link on the adsl24 "my account" page under support enquiries, no other numbers are given so not sure which number to dial?.

[Tony Hoyle]

That page is particularly badly worded... 'Sales' is the adsl24 support line and 'Support' is the entanet support line. Calling entanet will, as you've noticed, generally result in you being told to call adsl24.

[paule]

That page is particularly badly worded... 'Sales' is the adsl24 support line and 'Support' is the entanet support line. Calling entanet will, as you've noticed, generally result in you being told to call adsl24.

ahh right, ok so adsl24's number is what?

[Mafferz]

ahh right, ok so adsl24's number is what?

0161 870 0199

[JamesL]

0161 870 0199

01457 6000 24 is correct, but we are closed till after new year. Enta admin should be able to help you though on 01457 6000 25 option 1 then 7..

[James]

0161 870 0199

That number was phased out last July as posted on our news page but up until recently it still put you through :)

If you can PM me your username I shall check why the regrade did not go through.

[paule]

01457 6000 24 is correct, but we are closed till after new year. Enta admin should be able to help you though on 01457 6000 25 option 1 then 7..

hi james, waited in a queue for 20 mins on the phone and gave up, will give them a try another time.

paul.

edit - just saw your post james, pm sent.

[James]

Hi Paul

I can't see any actual regrade request come through and I've just scoured the logs. Did you get any e-mail confirmation when you originally placed the regrade and if so can you forward it on?

Either way, I have manually put the regrade through for you but because it involves a change on BT's side (as you are going from a Max Premium to a Max connection it will happen on your next bill date.

James

[paule]

Hi Paul

I can't see any actual regrade request come through and I've just scoured the logs. Did you get any e-mail confirmation when you originally placed the regrade and if so can you forward it on?

Either way, I have manually put the regrade through for you but because it involves a change on BT's side (as you are going from a Max Premium to a Max connection it will happen on your next bill date.

James
hi james, no i didn't recieve any email, i just did it through the change plan option and it then confirmed the change on the webpage, no email was recievied. if you could change my plan from my current plan of "office 45" to a new plan of "home 30" that would be great!.

thanks for your help james.

paul.

[James]

Done :) I will take effect on next bill :)

[paule]

Done :) I will take effect on next bill :)

Thanks james, appreciate your help :-)