topic Re: Wish I had not signed up in My Order

Wish I had not signed up

aerobat — Fri, 16 Dec 2022 11:40:24 GMT

Does any Plus net emplo9yees look at this?

Signed up to transfer broadband to Plus net on 5th Dec paid 1st month... nothing except 1st original automatic mail. Now no idea what is going on.. cant log into my account... user name.. email etc not recognised. 45 minutes or so at a time on phone in a queue forced to;listen to canned music and "sorry for making you wait"... seems no other way to contact them... what a farce.... left provious provider due to poor customer service... Plus net is worse.

Re: Wish I had not signed up

jab1 — Fri, 16 Dec 2022 11:48:42 GMT

@aerobat PN Help Team staff do check the forums, but they are a little thin on the ground at the moment. Have you actually left your previous IISP? If you are transferring, you should not let them Know you are leaving, just sign up with your new one, and let them handle the transfer - that way you will not lose internet connectivity until the day of transfer, it it will only be for a short period whilst the switch is in progress.

Re: Wish I had not signed up

aerobat — Fri, 16 Dec 2022 14:08:15 GMT

After another long wait finally got through... then Plus net could not have been more helpful. Discovered that for ahtever reason my transfer reuqest had not been completed.. Now hopefully sorted

Re: Wish I had not signed up

aerobat — Fri, 16 Dec 2022 14:29:57 GMT

spoke too soon.... although told account now set up..trying to log into account username/password still not recognised. Even worse.. In spite of requesting to keep my existing phone neumber... they have now advised they are giving me a new one. ... obviously once again cant get through on phone.. just forced music!!.What a stupid system

Re: Wish I had not signed up

Jasperjones — Fri, 16 Dec 2022 18:40:22 GMT

Your not the only one, Openreach changed over today before router came been on hold on the phone for 1 hour , 2nd time gave up after 45 minutes Had a text 4 hours ago saying they hoped to get back to me in 20 minutes
Not a good start to say the least
Been looking at how to cancel

Re: Wish I had not signed up

Townman — Sat, 17 Dec 2022 11:54:02 GMT

Router not arrived ... has no one noticed that the militant postal workers are on strike blighting the delivery of everything this Christmas?

You will have been sent a tracking number for the router if it was despatched after the 7th December - have you check the track and trace on Royal Mail's website?

If you check the PN Tickets (see the link below) the router despatch date will be found therein.

Re: Wish I had not signed up

Jasperjones — Mon, 19 Dec 2022 11:09:18 GMT

I changed the change over date back a week for that reason, the tracking number did not work
They have just messaged me to say they are in the process of sending out another one

Re: Wish I had not signed up

bobpullen — Mon, 19 Dec 2022 12:31:29 GMT

I assume you mean the router didn't work, rather than the tracking number? The tracking number works fine from where I'm sat and Royal Mail are stating the hub was delivered on the 16th. The hub is also online and seemingly connected to your broadband account?

Re: Wish I had not signed up

TheMightyAJ — Tue, 20 Dec 2022 10:44:06 GMT

Hey @aerobat,

I'm very sorry for any inconvenience that this delay might have caused. I've had a look over the account and can see that the orders have been placed as you've said and that a Provisioning Ticket is open (currently on hold) to monitor the orders as they progress. If there are any updates, our Provisioning Team will log them via the ticket here.

Hey @Jasperjones,

I've also had a quick look over your account and I'm happy to report that everything seems to be working now, as far as we can tell. If there are any issues, just let us know and we'll be happy to assist.

Re: Wish I had not signed up

aerobat — Tue, 20 Dec 2022 14:20:43 GMT

Hi.. Thanks for looking into this.

Yes after my last contact, everything does seem to be on course.. in fact your agent decided to authorise sending my router in advance of the normal sequence and low and behold the Post Office carrier pidgeon came off strike and delivered it this morning.

As mentioned by "beef" was the long periods of waiting in a phone queue on every occasion .. especially as the reason I was changing from Shell E£nergy Broadband to Plus net was due to the.... "long wait times in a phone queue"... then what did I find Plusnet queues were even longer:-(

It does appear Plus net (and indeed other companies) do not consider how much lost revenue is incurred from lost sign ups, cancellations and general customer dissatisfaction sustained when people are kept in queues for such a long time Especially so when there is no actual indication as to how long it might take.... "sorry our agents are working hard..../." just does not help.

Merry Xmas all

Re: Wish I had not signed up

aerobat — Thu, 22 Dec 2022 10:20:43 GMT

Update... I thought things were ok, then this morning a letter basically saying the "one of our customers wants to take over your phone number........ please ring support team.. etc"........in spite of the fact that the phone number was allocated to me at my address by BT.. i.e Plus net parent... for over 3 years.

So far "only" 42 minutes listening to canned Xmas music.. sorry noises.. and STILL waiting...again a complete waste of time.. I still wish I had not signed up.

To put things in context some 8-10 years ago9 I was withh plus net and excellent service.. always able to speak to someone within a very short time.. Now!!!!

Things would not be so frustating if there was another means of commmunicating (all phone numbers go to the same system. although emails are sent to me from suppport@plus.net they have advised that the mailbox is not monitored.. so is of little use..... even 1 or 2 carrier pidgeons would be a vaste improvement.

Re: Wish I had not signed up

Townman — Thu, 22 Dec 2022 11:23:41 GMT

It would be worth checking the tickets on the account. There are two possibilities here...

Whatever has caused issues with your order is needing to be fixed by a complete re-order and within that process, to the IT systems it appears that your service in being moved
Due to some mistake made by some other party in identifying a circuit for THEIR customer - they have placed an order on the wrong line

(1) Is fairly safe for you, albeit confusing, whereas (2) is potentially disastrous. It might be worth calling COTS to find out what is happening, especially to ensure that (2) does not apply.

Contact Customer Options Team (aka COTS)

COTs is the place to go to if you want to find out anything to do with your contract in respect of leaving, renewing or simply enquiring about early termination charges (ETCs). They have their own number and tend to answer quicker than the general customer service number.

Direct dial numbers

0800 013 2632 (from within the UK)
+44 330 123 9197 (from abroad)
Available...
- 8am - 8pm Monday to Friday
- 9am - 7pm Saturday
- 9am - 6pm Sunday

Re: Wish I had not signed up

Jasperjones — Sat, 24 Dec 2022 13:38:05 GMT

Hi, yes and it is online,but can only set up a maximum of 8 items with this router, another one has been sent out,and I’m gong to try it later.After I have tried my daughters Vodafone router,to check that that can handle all the devices in the house,Thanks for checking for me

Re: Wish I had not signed up

RealAleMadrid — Sat, 24 Dec 2022 20:29:08 GMT

@Jasperjones what do you mean, you can only set up 8 items, that doesn't make any sense, routers can support many more connections than that.

Re: Wish I had not signed up

Jasperjones — Sat, 24 Dec 2022 20:55:06 GMT

I have been searching,and found a few posts with the same problem. I’m sure the router gets overloaded trying to keep up with all the devices ( the router is connected to a powered Ethernet switcher )

some devices show up and work others show up but won’t,and some do not show up at all

Re: Wish I had not signed up

Baldrick1 — Mon, 26 Dec 2022 10:23:27 GMT

@Jasperjones

Is it my reading or are you giving/previously given devices a fixed IP address in the 192.168.2.xxx range. If so they need changing to 192.168.1.xxx range or just changed to auto so that the hub DHCP allocates the address.

Re: Wish I had not signed up

Jasperjones — Mon, 26 Dec 2022 10:56:42 GMT

Hi, thanks for the reply, I have got it on auto, to be fair most devices will connect up via WiFi on the second router, but still no joy with the Ethernet ( via a unmanaged switch) The WiFi signal strength won’t go around the whole house
Connected my daughters Vodafone ( using a SIM card type of router) and everything will connect, even tried another switch
My next idea is to plug switch into port 2 and connect other devices one at a time into port 1, see if they will connect, when / if they do connect them up via switch; do you think that may work or at least help diagnose the problem

Re: Wish I had not signed up

Townman — Mon, 26 Dec 2022 12:47:14 GMT

So this is more complex than inferred in earlier posts. Multiple routers, multiple subnets … and multiple DHCP services possibly with IP addresses fixed in devices is far from simplistic. One really needs to know how to set up the same.

If you want to run an array of secondary routers, life might be easier to simply turn off DHCP in the secondary router and leave everything to the Plusnet router. In my experience devices connected via a secondary router, not successfully connecting to the internet had an issue in the configuration of the secondary routers. Typically DHCP requests “leak” and can be served by the wrong DHCP service … and be allocated a bad gateway address.

Re: Wish I had not signed up

Jasperjones — Mon, 02 Jan 2023 13:43:43 GMT

Not running a second router, just have the Ethernet via a switch, so thought it would work.
Have been trying extra devices, now finding some will not work via WiFi, seem to be on the limit with 16 devices

Re: Wish I had not signed up

Townman — Mon, 02 Jan 2023 14:42:16 GMT

Something is not out of the box for a Hub Two on its own.

The Hub Two used (without modification) has a subnet of 192.168.1.0/24 - the screen shots you shared reports devices in 192.168.2.0/24. Something somewhere is assigning out of subnet IP addresses.

Be assured that the Hub Two WiFi will support many more than 16 devices on WiFi. There is though a potential wrinkle here - are there several Apple devices fussing over MAC security connected to the WiFi? There devices can spoof MAC addresses - each one will get a different IP address lease. Disconnect / reconnect often enough within the IP address lease period ... and all of the available address could be bused up. That might give a similar appearance.

When you suggest that more than 16 WiFi devices cannot connect concurrently, can you please explain EXACTLY what you see.