topic Re: Existing static IP lost after house move and upgrade to FTTP in Full Fibre

Existing static IP lost after house move and upgrade to FTTP

aledh — Mon, 07 Apr 2025 22:08:18 GMT

Hi,

Having been a customer of PN for a long time with an FTTC connection and a static IP address, I recently moved house and had the opportunity to upgrade to full fibre. Unfortunately, despite being told by two separate support people that keeping my static IP address would not be a problem, I was disappointed to find on the new service activating today that I've lost my static IP. I rang support and was told that the two separate people had misinformed me and it was not possible after all and the only option to me is to leave plusnet.

Reading some of the threads here, it seems that may not actually be the case so I am a wondering if anyone here can help?

Thanks!

Re: Existing static IP lost after house move and upgrade to FTTP

Penny — Mon, 07 Apr 2025 23:12:56 GMT

@aledh wrote:

Having been a customer of PN for a long time with an FTTC connection and a static IP address, I recently moved house and had the opportunity to upgrade to full fibre. Unfortunately, despite being told by two separate support people that keeping my static IP address would not be a problem, I was disappointed to find on the new service activating today that I've lost my static IP. I rang support and was told that the two separate people had misinformed me and it was not possible after all and the only option to me is to leave plusnet.

Hi @aledh , welcome to the forums

As far as I know, you aren't supposed to lose your static IP after a product change or a house move.

Am tagging this thread for @Marsh (part of the Community Help Team). Hopefully one of them will be able to get back to you fairly soon to clarify things.

Edited to add: REF: INC03070665

Re: Existing static IP lost after house move and upgrade to FTTP

Marsh — Mon, 07 Apr 2025 23:12:41 GMT

Hey @aledh,

I am so sorry this has happened to you while also being misinformed by the advisors. I will not be in the office tomorrow to get this resolved for you, however, @LexLex2020 & @lahbrannan1 should be able to pick this up for you

Re: Existing static IP lost after house move and upgrade to FTTP

Gandalf — Tue, 08 Apr 2025 07:27:48 GMT

@aledh sorry for what has happened. I've refreshed the broadband component on your account, which has sorted it for you. If you can just turn your router off and on, you'll get your original static IP back afterwards.

Re: Existing static IP lost after house move and upgrade to FTTP

aledh — Tue, 08 Apr 2025 07:49:04 GMT

@Gandalf Amazing! Thanks so much for resolving this for me.

The CSA put in a cancellation request on my account since he didn't think that it was a resolvable issue and the only option was to leave PN, but now it's sorted please cancel the cancellation/transfer request! Thanks.

Re: Existing static IP lost after house move and upgrade to FTTP

Gandalf — Tue, 08 Apr 2025 08:10:41 GMT

@aledh glad to hear that! I've cancelled the request now and I'll feed this back to the agent's manager.

Re: Existing static IP lost after house move and upgrade to FTTP

MisterW — Tue, 08 Apr 2025 08:14:36 GMT

@Gandalf thanks for stepping in.

Surely CSC should be aware of the issue by now and the simple fix. Even if they (CSC) are not able to do the refresh they should have a procedure to pass it on to someone who can!

Re: Existing static IP lost after house move and upgrade to FTTP

jab1 — Tue, 08 Apr 2025 08:39:23 GMT

As an external observer, it appears that agents who don't know procedures are making up their own ideas - to the detriment of their employers business.

Re: Existing static IP lost after house move and upgrade to FTTP

aledh — Tue, 08 Apr 2025 12:03:57 GMT

Hi @Gandalf
So just now it appears my account has been closed down. I got a flurry of messages saying things had been deleted then the service disconnected! Help!

Re: Existing static IP lost after house move and upgrade to FTTP

Gandalf — Tue, 08 Apr 2025 13:17:05 GMT

I've no idea how that happened, but I'm getting it raised for further investigation.

Unfortunately, we can't bring your account back, but the service is still active in the supplier systems, so should be a relatively straight-forward task of setting up a new account and re-configuring your router to use the new username/password. Would you be able to give the contact centre a call on 03301239123 to create a new account?

(edit)

@aledh you back online now? From where I'm sat, it looks like you are.

Re: Existing static IP lost after house move and upgrade to FTTP

aledh — Tue, 08 Apr 2025 13:32:27 GMT

Hi @Gandalf , yes after a fair bit of time on the phone to support we got the service back up!

Lost the static IP at the moment, but one of your colleagues is hopefully going to give me a call back to sort that.

Re: Existing static IP lost after house move and upgrade to FTTP

Gandalf — Tue, 08 Apr 2025 13:38:16 GMT

Ah that's good to hear and apologies again for these issues.

I've activated a static IP on your new account - if you can reboot once more, you'll pick it up.

I'm seeing if we can get your original one back, though won't be able to guarantee it's possible.

Re: Existing static IP lost after house move and upgrade to FTTP

aledh — Tue, 08 Apr 2025 13:51:24 GMT

Just been on the phone with one of your colleagues (possibly at the same time as you were looking at it, sorry!), and it's all sorted now. New static IP but that's fine.

Re: Existing static IP lost after house move and upgrade to FTTP

Gandalf — Tue, 08 Apr 2025 13:59:14 GMT

Ah no problem. Yeah I noticed, but glad it's sorted now!

Re: Existing static IP lost after house move and upgrade to FTTP

aledh — Tue, 08 Apr 2025 14:03:01 GMT

I hope it sticks this time!! 😁

Re: Existing static IP lost after house move and upgrade to FTTP

MisterW — Tue, 08 Apr 2025 14:10:34 GMT

@aledh I hope you didn't use Plusnet email , or have domains hosted on the old account ?

Re: Existing static IP lost after house move and upgrade to FTTP

aledh — Tue, 08 Apr 2025 14:13:42 GMT

@MisterW Luckily I didn't!

Re: Existing static IP lost after house move and upgrade to FTTP

MisterW — Tue, 08 Apr 2025 14:25:49 GMT

@aledh that's good news😀

TBH I'm trying to understand for what earthly reason CSC thought that cancelling the account was a sensible idea!

Even if it was unresolvable and you were going to have to migrate supplier to get a static IP, then cancelling was the wrong way!

It would have ceased the asset, thus delaying any migration🙄

Fortunately our local 'wizard' was around to pick up (some!) of the pieces...

Re: Existing static IP lost after house move and upgrade to FTTP

jab1 — Tue, 08 Apr 2025 14:33:16 GMT

Just my thoughts - but which ISP's offer static IPs these days?

Seems like CSC's have no training these days and are thrown into the job blind.

Re: Existing static IP lost after house move and upgrade to FTTP

aledh — Tue, 08 Apr 2025 14:37:51 GMT

@MisterW Well, initially they put a 30-day timeout on the account so it could be migrated to another provider, but it sounds like something was not entered correctly at the original time the location move was started, which triggered an automatic cancellation of the account or something along those lines.

It's just a shame that the CSC don't know how to deal with these slightly unusual situations and refuse to believe anything can be done other than to leave PN until I started mentioning tech people by name!