topic Re: Service ceased instead of migration order in My Account/Billing

Service ceased instead of migration order

GJMKFIBRE — Mon, 09 Jun 2025 20:25:47 GMT

As my contract is up in July and the only way to keep my landline is to switch to EE fibre and DVC I placed an order for this today. I was assured I would retain my plusnet service until the EE engineer visit date of 24/06
However I was immediately cut off with the EE add service order failing as plusnet had placed a cease order instead of migration on their end.
So no current or future ISP right now. Plusnet have granted a restoration but it seems unlikely that anything will be fixed as I have been told even though it is a simple fix, it requires mountains of red tape to be scaled and can take a long time.
Is it really that ridiculous, off in minutes on in weeks ?
Was a loyal customer for almost 15 years but at this point it would be faster to simply order a brand new service from Vodafone and be up within a week rather than play jump hoops for who know how long.
Any advice ?

Re: Service ceased instead of migration order

GJMKFIBRE — Tue, 10 Jun 2025 05:22:44 GMT

Just to add to this, I am now being notified that my account is closing so on the one hand I am being told service will be restored while on the other I am not a plusnet customer. This is beyond a joke and all because a sales person failed miserably to do their one job properly.
I am also unable to switch providers now because my account does not exist and am being told it is a 1 month wait for new customers.
This is the most stupid situation I have ever dealt with and entirely Plusnets fault.
Get out while you can, existing customers.

Re: Service ceased instead of migration order

Baldrick1 — Tue, 10 Jun 2025 06:32:27 GMT

@GJMKFIBRE wrote:
Any advice ?

Have you raised a complaint ticket? https://www.plus.net/help/legal/complaints-code-of-practice/

If you just go elsewhere without agreement it will probably trigger an early contract termination chatge and so open another can of worms.

Re: Service ceased instead of migration order

GJMKFIBRE — Tue, 10 Jun 2025 06:40:57 GMT

248374060 and 248373580 are the related tickets, and yes it would be an agreed migration to EE as advised by Plusnet, and through Plusnet by calling them not EE as I was told to do, by Plusnet.
Dont think I can get more agreement than that.
Also CS has stated that this is Plusnets fault on those tickets, yet seems to be both trying to resolve and also exacerbate the situation at the same time.

Re: Service ceased instead of migration order

GJMKFIBRE — Tue, 10 Jun 2025 08:09:17 GMT

Now I am being forced into a new account and contract as this is supposedly the only way this can be 'fixed'.
Seems like this needs a senior management escalation immediately

Re: Service ceased instead of migration order

Townman — Tue, 10 Jun 2025 10:38:36 GMT

Do you have email on the account which has been trashed?

If yes, then you need urgent action to avoid the email service being trashed. There is a specific process for scenarios such as this.

Re: Service ceased instead of migration order

GJMKFIBRE — Tue, 10 Jun 2025 10:47:05 GMT

If you mean the @plus.net email that account gave me when setup, yes this was all trashed at 4.26am by Plusnet
They said my accoumt has been destroyed so I need a new account for them to repair, this was not what I was told yesterday, there is a sogea order on my now trashed account which was the repair I think, but now there's no service so no account so no repair needed.
It's unacceptable tbh and regardless of outcome I am leaving for Vodafone, new customer order already placed as I cant migrate because trashed account doesn't exist, tried to trap me i guess

Re: Service ceased instead of migration order

Townman — Tue, 10 Jun 2025 10:47:07 GMT

If you need that email service, it can be rescued - @plusnettony are you able to assist please?

Re: Service ceased instead of migration order

GJMKFIBRE — Tue, 10 Jun 2025 10:49:22 GMT

I don't need the email I need my broadband back and Plusnet say they can't do it, so I'm done with this level of incompetence

Re: Service ceased instead of migration order

plusnettony — Tue, 10 Jun 2025 11:32:48 GMT

> If you need that email service, it can be rescued - @plusnettony are you able to assist please?

If it was required, yes I can.

Re: Service ceased instead of migration order

dvorak — Tue, 10 Jun 2025 12:45:09 GMT

Moderators Note

This topic has been moved from Broadband to My Account / Billing

Re: Service ceased instead of migration order

Marsh — Tue, 10 Jun 2025 16:20:23 GMT

Hey @GJMKFIBRE,

I apologize for the situation you’re facing; this is the last thing we wanted. I understand from your messages and your account that we are currently processing new orders with Openreach. At this moment, we are waiting for an update from Openreach regarding when we can restore your online service.

Thank you for your patience.

it requires mountains of red tape to be scaled and can take a long time.
Is it really that ridiculous, off in minutes on in weeks ?

I believe the agent was referring to the request we submitted to Openreach to lift the restrictions on copper line orders. Openreach has implemented a stop-sell on these products, which means they can either approve or reject our request. However, I think the agent may have exaggerated the process a bit.

Now I am being forced into a new account and contract as this is supposedly the only way this can be 'fixed'.

Since your old account was closed down, the only way to restore your broadband service is to create a new account, referred to as a "Repair" account. Once you are back online, we will transfer any add-ons from your old account to the new one.

Re: Service ceased instead of migration order

Townman — Tue, 10 Jun 2025 16:50:35 GMT

@Marsh wrote:

Once you are back online, we will transfer any add-ons from your old account to the new one.

Hi Josh,

Is that just a turn of phrase?

Whilst a static IP might be treatable in that manner and possibly a hosted domain, an existing email service cannot be transferred to a new account. That needs the special email only account resurrection "kiss of life". The user will need to recreate the original mailboxes under the OLD account (via the user portal) in anticipation of the mail content restore.

Re: Service ceased instead of migration order

Marsh — Tue, 10 Jun 2025 18:07:21 GMT

Hey townman, you are correct for normal addons/components they can be simply added by any CSA. However for Mail/domains components they will intervention from our netops team so in your own words to “resurrect” the account into a mail only account however it seems that in this instance GJMKFIBRE. Does not want to get their mailbox’s back so we have not began that process.

Sorry I cannot mention you guys I’m replying from my phone

Re: Service ceased instead of migration order

Townman — Tue, 10 Jun 2025 22:35:01 GMT

@Marsh

Mentions work fine from the phone interface - just put an @ before the name. It’s not automatic in the edit screen, but it gets sorted on posting. Editing is though a pain - they get ripped out.

Re: Service ceased instead of migration order

GJMKFIBRE — Thu, 12 Jun 2025 14:08:39 GMT

Have now just been notified that you cannot progress the new order as it is not full fibre and won't be repairing the line or account. I expect full compensation to the end of my original contract 7th July 2025 at 9.90 per day and will be passing this to CISAS and ombudsman after 56 days as you are 100% at fault and failing to do anything you are promising.