topic Re: no broadband after delayed house move in My Order

no broadband after delayed house move

philpav — Thu, 14 Mar 2024 16:35:22 GMT

Hi,

I scheduled a house move which got delayed. I resheduled with Openreach, naively thinking they would let plusnet know. Now my line has been terminated and there doesn't seem to be a way to get it back. Luckily I am able to use my next door neighbours wifi, but not for long. What options do I have? I may not move house for months now.

Thanks

Phil

p.s. I have been a plusnet (force9) customer for over 25 years and seem to have been cut adrift! Customer service were quite rude to me and didn't offer a solution.

Re: no broadband after delayed house move

jab1 — Thu, 14 Mar 2024 16:46:00 GMT

@philpav How did you 'reschedule with Openreach'? All these things should be done via your ISP, as OR are their suppliers, not yours. Probably why they didn't inform PN.

Re: no broadband after delayed house move

philpav — Thu, 14 Mar 2024 16:48:53 GMT

Openreach sent me a text with my appointment details. It said "to reschedule click here" which took me to a calendar and I chose a new date. I assumed that was a valid thing to do.

Re: no broadband after delayed house move

jab1 — Thu, 14 Mar 2024 16:51:59 GMT

Fair enough - but although that would reschedule the OR appointment, I doubt they would inform Plusnet. If I am wrong, no doubt someone will correct me.

Re: no broadband after delayed house move

philpav — Tue, 19 Mar 2024 08:58:42 GMT

I got a decent customer service rep yesterday and back online today. Thanks Plusnet!

Re: no broadband after delayed house move

philpav — Mon, 25 Mar 2024 08:56:37 GMT

Text from Openreach saying engineer going to "new" address today. Should be interesting. Also arranged a house move from the "new" address back to my real address as plusnet had no record of a service (that I currently have and am using to type this) at my actual address..

Re: no broadband after delayed house move

philpav — Mon, 08 Apr 2024 05:53:16 GMT

Lost internet again today. Portal still showing as house move in progress. Text helpline doesn't recognise my mobile number any more. Losing the will to live...

Re: no broadband after delayed house move

SammyM — Mon, 08 Apr 2024 13:42:57 GMT

Hiya Phil,

It looks like the order is still processing and will complete anytime up to midnight on the 09/04/24.

We will keep you posted here.

Re: no broadband after delayed house move

philpav — Tue, 09 Apr 2024 10:03:45 GMT

Now I have lost all access to my my email accounts. Portal says my account is closing down.

Openreach messaged me to say I have service now. That is not correct. I suspect it does not match up on the plusnet side.

<Redacted> was dealing with it yesterday, hopefully it will get sorted asap today.

Moderator's note:
Personal information removed from a public forum (to an area that staff can see).

Re: no broadband after delayed house move

philpav — Tue, 09 Apr 2024 07:14:34 GMT

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Re: no broadband after delayed house move

philpav — Tue, 09 Apr 2024 07:17:04 GMT

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Re: no broadband after delayed house move

philpav — Tue, 09 Apr 2024 12:41:22 GMT

ok, so apparently, plusnet have actually deleted my account. They have lost all my mailboxes. 750MB of mails. I now cannot send or receive emails from my domain.

Being a customer going back to the 1990s / Force9 days, it is quite sad to lose my original username.

Do Plusnet do backups? Can I get my mailboxes back when they setup my "new" account?

My MX record goes to mx.core.plus.net.

Re: no broadband after delayed house move

philpav — Tue, 09 Apr 2024 13:41:14 GMT

now they want £50 off me to set up a new account [-Censored-]

Re: no broadband after delayed house move

willcutforth — Tue, 09 Apr 2024 15:09:34 GMT

@philpav sorry to hear that. If it's been caused by us we should be able to re-set up the account and get the emails back. Did the customer options team mention that at all?

Re: no broadband after delayed house move

philpav — Tue, 09 Apr 2024 16:50:30 GMT

Hi Will, they told me the emails were gone and I couldn't get them back. They set me up a new account with a new username!

Re: no broadband after delayed house move

philpav — Tue, 09 Apr 2024 17:35:23 GMT

I'm moving my email to fasthosts.

Re: no broadband after delayed house move

SammyM — Tue, 09 Apr 2024 18:09:08 GMT

I'm sorry about that @philpav, please get back in touch if you need anything else.

Re: no broadband after delayed house move

RealAleMadrid — Tue, 09 Apr 2024 20:49:07 GMT

@SammyM You might be sorry but your response is pathetic. What are you doing to rectify the situation? @philpav has been treated with absolute incompetence by Plusnet and you need to sort out the closed account and restore the e-mail immediately with no ridiculous charges to set up an new account.

Re: no broadband after delayed house move

Townman — Tue, 09 Apr 2024 23:00:17 GMT

@RealAleMadrid

That is a tad harsh. Plusnet were managing the coordinated new install and cease orders. The user stepped outside of process when they made a direct request to Openreach to reschedule the install. Such action is unlikely to have also ensured that the coordinated cease date was delayed similarly, as would have been the case if the request had been made via Plusnet.

@willcutforth has offered to rectify matters if this is found to be Plusnet's fault. In the meantime, the user has made other arrangements for email. The question which arises is was the cease order tied to the install order completion within BT's systems, if not why and who should / might have ensured that they were ... if such is possible within BT's systems?

The best which Plusnet might be able to do now is to reinstate the old account as email only...

Sadly this is another case which illustrates the imperative necessity to follow proper process - Plusnet, not BT Openreach are the managing supplier; a request to change the dates should have been made to Plusnet. A request to BT Openreach to change the INSTALLATION date has done just that, leaving the cease order to execute as per the plan. We have no idea how far back up the chain such a change might percolate ... possibly leaving Plusnet with zero visibility of the divergence from the schedule.

If such orthogonal changes do percolate back to the managing provider, even if the CP/ISP did not join up the dots, "absolute incompetence" is quite harsh. If the install reschedule had been requested via PlusNet who then moved the install date but not the cease date, then agreed "absolute incompetence" would be a fair assessment.

Re: no broadband after delayed house move

philpav — Wed, 10 Apr 2024 08:51:25 GMT

Just to make a final statement - I am now happy with my situation. My email is now being handled by another mail hosting service and my plusnet broadband service is functioning well.

General points:

It should be made clear that when Openreach text you to offer a change of install date,this is not fed back to plusnet.

Moving house can and often does change at the last minute. It should be possible to cancel a house move right up until the last day at least.

When accounts are closed, they should be retained for a period (say a month) in a state that they can be reinstated if necessary.

Please only send out new routers if the customer requests it. I already have one "hub two" I did not ask for and another is on its way apparently!

Cheers