topic Re: Withernsea, East Coast Internet issues in Plusnet Feedback

Withernsea, East Coast Internet issues

StephenF — Mon, 27 Jun 2011 11:10:45 GMT

Hi
I'm fairly certain that BT is causing these issues, but as anybody who has ever called BT knows, it takes about 4000 years and the patience of Michael Jackson stood outside a nursery to be able to get through to them, and find out what you need!
Some of my friends in Withernsea (2 of them plusnet customers, and a few others are different ISP's) are getting constant loss of connection last night and this morning, I was wondering if plusnet can elaborate on the issue at all
Has BT acknowledged the problem and are they working on it? Is there an ETA on the fix?
Thank you very much!

Re: Withernsea, East Coast Internet issues

orbrey — Mon, 27 Jun 2011 12:42:25 GMT

Yep, there's an issue with an MSAN in Watton and something else wrong in Leconfield that's affecting numbers starting 01964 at the moment. ETA for a fix is currently 4pm with an update due at 3:30, we'll let you know.
Hope that helps,

Re: Withernsea, East Coast Internet issues

StephenF — Mon, 27 Jun 2011 15:07:33 GMT

Thanks a lot for your help!

Re: Withernsea, East Coast Internet issues

orbrey — Mon, 27 Jun 2011 16:01:12 GMT

Bad news I'm afraid, the ETA for a fix has been moved on to 11pm. Latest is a part has been ordered which is expected to arrive at approximately 6:10pm.

Re: Withernsea, East Coast Internet issues

StephenF — Mon, 27 Jun 2011 18:58:01 GMT

Thanks for the update, it's appreciated

Re: Withernsea, East Coast Internet issues

orbrey — Tue, 28 Jun 2011 07:55:11 GMT

No worries - the work was closed off at 00:40 as complete, so hopefully everything's working again. Please let us know if not though if that's the case it'll likely be down to individual line faults.

Re: Withernsea, East Coast Internet issues

StephenF — Tue, 28 Jun 2011 15:22:57 GMT

all fixed! i know this is a bit off topic but me and my fiancée are moving house next month, i am wanting to keep the same package as i already have (plusnet unlimited + max premium). is this feasible? i know you can't purchase it any more but i do not want to lose unlimited, i don't do limits!
thanks

Re: Withernsea, East Coast Internet issues

orbrey — Tue, 28 Jun 2011 15:33:25 GMT

Shouldn't be a problem, if you click the 'move my broadband' link near the top of the page in the portal and call the number given there one of our agents will sort it all out for you

Re: Withernsea, East Coast Internet issues

StephenF — Thu, 30 Jun 2011 16:08:52 GMT

Thanks for that, also sorry for the persistent questions but when we move we also would like to change our phone line to plusnet, and i am wondering what the cost of that would be? cheers!

Re: Withernsea, East Coast Internet issues

orbrey — Fri, 01 Jul 2011 10:00:26 GMT

I guess it's an existent BT line, in which case transferring it in to us is free

Re: Withernsea, East Coast Internet issues

StephenF — Fri, 01 Jul 2011 10:29:51 GMT

sorry, to clarify, i mean monthly cost of it? its not (from what i can see) listed with a seperate price on the website, only with a broadband package. thanks again.

Re: Withernsea, East Coast Internet issues

orbrey — Fri, 01 Jul 2011 10:42:19 GMT

Well if you go for evenings and weekends it'll be line rental (£11.99) plus the cost of any extra calls made. If you go for Anytime it's £5 on top of line rental for the call package but you get many more inclusive calls with that.
EDIT: Anytime is £3.50 rather than £5, sorry

Re: Withernsea, East Coast Internet issues

StephenF — Mon, 04 Jul 2011 17:04:07 GMT

Ok thats fantastic is there any chance i could arrange that to be added to my account when i move? i am also wondering if it is possible to have my internet activated in my new house for the day i move in? thanks. (move in on 25th july)

Re: Withernsea, East Coast Internet issues

adamwalker — Tue, 05 Jul 2011 10:17:26 GMT

Hi there,
All account changes are done at the end of the billing month Steve. Do mention this when you raise a ticket asking for the move and we'll make sure that gets done.

Re: Withernsea, East Coast Internet issues

StephenF — Tue, 05 Jul 2011 17:38:50 GMT

does that mean we will not have internet access until the beginning of our billing month?

Re: Withernsea, East Coast Internet issues

adamwalker — Wed, 06 Jul 2011 09:12:43 GMT

No, that can be arranged if you want but I doubt that you'd want that!
We would schedule the account change for the end of the billing month but that would not stop us from actioning the house move first

Re: Withernsea, East Coast Internet issues

StephenF — Wed, 06 Jul 2011 12:45:48 GMT

Im just a bit confused thats all. ideally i would like to have my internet access available on the move date, however, i want to change my phone provider to plusnet too, as soon as i move if possible. obviously i need a phone line to use my internet, if the phone line is added to the account at the end of the billing month wont that mean even though i could arrange for my internets to be transferred over for the move day, i won't be able to use it right?
sorry, i'm just confused!

Re: Withernsea, East Coast Internet issues

orbrey — Wed, 06 Jul 2011 13:49:13 GMT

Hi Steve,
No worries. It'd only be an account change if you changed products - to clear things up, the home phone would be added to your account when the line went active (which is basically saying everything will be done for the date you specify, i.e. the 25th).
Hope that helps.

Re: Withernsea, East Coast Internet issues

StephenF — Thu, 07 Jul 2011 11:10:59 GMT

yes that clears things up thanks a lot! final question (i hope ) What details of the new flat will i need to give you guys in order for you to be able to activate the internet and phone line there?
edit : i just called in arranging the move which all seems to be fine (ticket number #44300317) however the woman on the phone said i would receive a summary email in with the new house phone number (since the line is deactivated at the new house, nobody knows what the number is) but i haven't received anything.
2nd edit: just received this msg "As per our conversation, I have now placed a simultaneous phone and broadband order for you. Both services will be activated on the same day and this is expected to be 25/07/2011. Your broadband service should be activated on the same day as your telephone line, but there is a small chance it could take up to 48 hours after the line activation."
if this is the case, i really rely on the internet. i would prefer if the service were activated 2 days prior to my move (23rd july) in case this occurs, and have my current line deactivated the same day if its an issue to have it overlapping. because the 2 days prior to my move i will be hella busy anyway.
thanks

Re: Withernsea, East Coast Internet issues

orbrey — Fri, 08 Jul 2011 08:32:33 GMT

Hi there,
The phone number won't be confirmed until the order is complete unfortunately, though you'll be emailed with what the number should be in the near future.
If you'd like to change the order date I'd recommend ringing in again as the existing order will need to be cancelled and a new one placed. There's still plenty of time at present however the more time between ordering and installation the better.
If you do move bear in mind an engineer will need to attend the premises to complete the install so if the date is moved to the 23rd someone will need to be there for the engineer appointment.