topic Re: Potential problem with line in My Order

Potential problem with line

Commsbreakdown — Sun, 24 Apr 2022 10:22:47 GMT

After many years with BT I recently took the decision to swap over to Plusnet phone and fibre broadband. This did not get off to a flying start when I received a text the next day saying there was a problem with the order. When I phoned the helpdesk it appeared there was an issue because BT holds slightly the wrong address data for the line, although they do have the correct billing address. This was resolved on the phone and the order successfully placed. However I now have another text saying the order is delayed. On checking my account it says that after a line check there is 'a potential problem with the line' This is rather odd as my BT service is working perfectly and is towards the upper end of the speed range indicated. My main concern now is that BT will cut off my service on the indicated changeover day and Plusnet wont start the service leaving me with no phone and broadband. Does anyone have any similar experience of this and more importantly what are my chances of losing the connection. Like so many others broadband is now important to allow working from home. Quite a worrying start to the Plusnet experience if I'm honest

Re: Potential problem with line

Townman — Sun, 24 Apr 2022 14:10:08 GMT

Hello,

A warm welcome to the forums.

The address details used by BT Retail who do the selling and billing of services to end users, should not be confused with the address details held by BT Openreach who own and manage the circuit. It is not uncommon for addresses to be inconsistent between BTs Retail, Wholesale and Openreach and such issues only coming to light when the user seeks to migrate to a different provider ... who has to prove that the address "on the line" that they want to take over is the same as that of where the service is to be provided to.

Sadly, having had one failure in this space, further failures (Wholesale and Openreach do not talk to each other) which are bounced back to the new ISP can add more delay.

There is then also the "golden gottach" which arises from the user telling their existing supplier that they are leaving and THEY giving the supplier an end date ... rather than leaving it all to the new supplier to manage. Once that happens a new supplier cannot place orders on that line until AFTER the existing service has been ceased. It can then take 2 or so days to restart the line and a minimum of 5 further days to get the broadband working. In such situations there is a risk of the existing number being lost. (All days are work days).

I really hope that BT Retail have not raised a cease order on your line ... !

Re: Potential problem with line

Commsbreakdown — Mon, 25 Apr 2022 09:55:49 GMT

Many thanks for the welcome and useful post.

I felt I had resolved any issues with the inconsistency's with the addresses in what at the time I felt was a useful contact with the help desk. The switch request to BT has been handled by Plusnet. I am now sufficiently nervous about the whole process to consider cancelling the order as I am within the 'cooling off period'. These days broadband is so important that the potential loss even short term would be most unwelcome to say the least. Also as our mobile signal is not that great the phone line is still essential to us as we have elderly relatives depending on us. I'll probably give it a few days but the idea of 'place the order and sit back and wait' seem a pretty distant memory now. Something of a shame as this would be quite a useful cost saving to be honest. Anyway thank you again for your response.

Re: Potential problem with line

LaurenB — Mon, 25 Apr 2022 15:29:38 GMT

Hiya @Commsbreakdown, thanks for getting in touch on our forums. I'm really sorry that you've experienced some issues with your order and for the concern caused with the updates received. Let me take a look at this for you

I've had a check on the orders and they look to be now progressing fine with them now in a committed state. I have provided a confirmation of this on a ticket here for you: https://www.plus.net/wizard/?p=view_question&id=223909449

If you have any further queries at all, please let me know!

Re: Potential problem with line

Commsbreakdown — Mon, 25 Apr 2022 17:52:59 GMT

Many thanks for your help and welcome reassurance that all is well. I look forward to the switch!.

I appreciate the prompt response-top job!

Re: Potential problem with line

SammyM — Tue, 26 Apr 2022 13:18:09 GMT

She is a good one our @LaurenB, makes rubbish cups of tea though

Re: Potential problem with line

Gandalf — Wed, 27 Apr 2022 06:47:13 GMT

@SammyM wrote:

She is a good one our @LaurenB, makes rubbish cups of tea though

Don’t get me started on @LaurenB‘s cups of tea. Ugh. I’d rather go thirsty.

Re: Potential problem with line

Commsbreakdown — Wed, 27 Apr 2022 10:22:33 GMT

Maybe a change of beverage?. Coffee, beer, wine, a morale boosting shot?!. 😁

Well done on the name Gandalf. It reminds me of a time years ago when I was signing up for a social media site. I decided to be Mustrum Ridcully as it was so unlikely anyone else would choose this character from quite a niche book genre. I was actually offered Mustrum Ridcully 213(or so) indicating we are not as unique as we might believe. I declined.

I guess being staff helps!

Re: Potential problem with line

Mustrum — Wed, 27 Apr 2022 10:55:36 GMT

@Commsbreakdown it is a more common username than you may think!!! 😎

Re: Potential problem with line

Commsbreakdown — Wed, 27 Apr 2022 11:07:23 GMT

@Mustrum. That's hilarious!. Didn't try for it on this forum, just as well it would seem!

Re: Potential problem with line

Gandalf — Wed, 27 Apr 2022 13:47:56 GMT

@Commsbreakdown wrote:
Maybe a change of beverage?. Coffee, beer, wine, a morale boosting shot?!. ‌‌

Great idea! There's nothing like a nice single malt whisky to boost morale.

Drinking whisky while working. There's no way that can go wrong... ‌

Re: Potential problem with line

Alex — Wed, 27 Apr 2022 16:17:39 GMT

Coor, Comms Breakdown - that rings a bell. I used to work on a communications system for my old company (I wrote software for ships) and we used to say that!

With tea, at my old company they used to get all different varieties of tea. People didn't realise you should keep them all separate. I remember speaking to our sysadmin:

*he sips a cup of tea*
(swear words follow).
*I've got Earl Grey here!*
(spits it out).

I thought it was funny, but a few months later I did exactly the same thing and I used the same swear words and had the same reaction too. 😀

Ah yes drinking whilst working. I always remember my first company and the big boss signing off a major release in the morning. Oooh dear that was a very long pub lunch, and suffice to say we spent longer than we should have done in there. 😉

Re: Potential problem with line

SammyM — Thu, 28 Apr 2022 12:21:38 GMT

How dare they 😱

Keeping the flavours separate is must have and that goes for coffee as well.

I have enough jars of different flavoured teas and coffee to supply 2 office buildings in my locker, AND THEY ARE LABELLED. (I have problem 🤣 lol)

Re: Potential problem with line

LaurenB — Thu, 28 Apr 2022 12:24:59 GMT

Now now now @SammyM & @Gandalf, leave my brew making skills out of this. Putting the milk in first is absolutely normal 😬

Re: Potential problem with line

SammyM — Thu, 28 Apr 2022 12:29:43 GMT

I think we need to vote on that @LaurenB, tea has to brew before the milk is added in my opinion. No one likes a weak cup of tea 🙄 (shade to Lauren)

Re: Potential problem with line

dvorak — Thu, 28 Apr 2022 12:35:39 GMT

There should be no milk involved whatsoever. You're both skating on very thin ice.

Re: Potential problem with line

Gandalf — Thu, 28 Apr 2022 12:36:46 GMT

I will suggest feedback for @LaurenB and @SammyM's next coaching session and personal development plan.

Re: Potential problem with line

SammyM — Thu, 28 Apr 2022 12:38:59 GMT

You know What, I don't mind that and it is probably healthier haha.

Re: Potential problem with line

Alex — Thu, 28 Apr 2022 15:30:20 GMT

Yeah @SammyM

Trust me I don't like Earl Grey. Probably serves me right for laughing at my work colleage when it happened to him. I did exactly the same and yes I think I used exactly the same swear words he did. Better not mention them on here or I will get told off.

The other pain was when they run out of all other milk except fully Skimmed. That's the red top isn't it? Not nice either.

If I am round my sisters later (I will be shortly) I'll get told off if I add milk whilst the tea bag is in the cup. I don't suppose I am much better at making tea.

Sorry I'd better shut up before I get a 'take the thread off topic' telling off.

Re: Potential problem with line

Commsbreakdown — Thu, 05 May 2022 19:45:12 GMT

Well the big switchover day is here!. So router arrived just in time yesterday. Confirmation that the phone has been switched and indeed the phone works. However so far no broadband!. I know I have until midnight to worry that it’s not going to happen but somehow I find myself concerned. BT switched off my broadband at just after midnight so fair bit of down time already. Fingers crossed!!