topic Re: Bad Service : Unable to get the broadband connection from 20 days in Plusnet Feedback

Bad Service : Unable to get the broadband connection from 20 days

TechBrigade — Fri, 12 Jun 2009 13:05:19 GMT

I am getting a new broadband connection from plusnet. Its been 20 days there is no progress and issue remains with Tag not being removed. Plusnet asks me to call to BT to get tag removed, while BT says its to be done by Plusnet calling BT wholesale.
I had called 10 times to BT, Postoffice and Plusnet till now with no progress whatsoever.
I am fed up now, and now going to withdraw the application with plusnet now.
Bye and thanks for all the rotten fish.. (which i wont take)

Re: Bad Service : Unable to get the broadband connection from 20 days

dvorak — Fri, 12 Jun 2009 13:08:13 GMT

If there is a tag on the line, I'll suspect you will have a problem with whoever you go to next.
Where are you transferring in from and did you get a MAC or just cancel?

Re: Bad Service : Unable to get the broadband connection from 20 days

James — Fri, 12 Jun 2009 13:10:51 GMT

Hiya,
I take it BT won't generate a MAC Code for you?
If you'd like me to, I'm more than happy to call BT Wholesale and see if it is possible for them to place a cease on the line. I can't promise anything, but I'm happy to try.

Re: Bad Service : Unable to get the broadband connection from 20 days

TechBrigade — Fri, 12 Jun 2009 13:24:34 GMT

I am tenant at this place, where the previous occupier had a BT broadband and BT phone line on this line.
I moved my phone line from BT to Post office and approached plusnet for the broadband.
The phone line is active from 20th May with Post office and i pay bills to Post office.
Since the previous occupier didnot moved his broadband or closed his broadband service, there is a tag still on the line.
I cant remove it by calling BT as it needs to be done by the broadband provider by calling BT Wholesale.

Re: Bad Service : Unable to get the broadband connection from 20 days

James — Fri, 12 Jun 2009 13:31:33 GMT

Thanks - Can you please confirm that the details on your account are the same as the telephone account holder?
Just in case one of them is in your partners name, or something like that

Re: Bad Service : Unable to get the broadband connection from 20 days

TechBrigade — Fri, 12 Jun 2009 13:33:19 GMT

The phone line is on my husbands name with post office.

Re: Bad Service : Unable to get the broadband connection from 20 days

James — Fri, 12 Jun 2009 13:43:30 GMT

Could you possibly PM me your husbands name as I'll need to verify the name of the account holder.

Re: Bad Service : Unable to get the broadband connection from 20 days

TechBrigade — Fri, 12 Jun 2009 13:47:16 GMT

Sent you a private message giving details of account and information you asked for.

Re: Bad Service : Unable to get the broadband connection from 20 days

James — Fri, 12 Jun 2009 13:57:45 GMT

Thank you.
I've called BT Wholesale and requested that they place a cease on the broadband service on the telephone line.
They've informed may that they have raised a request with their supplier and that I should receive an email updating me within 5 working days. Realistically, I won't see that until Monday, but I'll let you know what they say.
Hopefully we should be making some progress

Re: Bad Service : Unable to get the broadband connection from 20 days

TechBrigade — Fri, 12 Jun 2009 14:10:50 GMT

I had been told this from 2nd of June. Its still not been removed. When i spoke to BT last time they told they had done from their part..
I would wait till monday now again.. I am so irritated now cause of the delay in getting this sorted out. I would wait till monday now if that does not get completed i would just move on to other provider.
Internet is like lifeline cant live without.

Re: Bad Service : Unable to get the broadband connection from 20 days

James — Fri, 12 Jun 2009 14:19:31 GMT

Hi,
I fully understand the frustration. When I first moved to Sheffield it took me a month to get my broadband nistalled. It's a bit like losing an arm!
I promise you I will do everything I can to get this done. I've been doing this sort of thing for about 7 years and I'm generally pretty handy at getting BT to play ball.

Re: Bad Service : Unable to get the broadband connection from 20 days

jelv — Fri, 12 Jun 2009 15:29:48 GMT

Quote from: TechBrigade
I would wait till monday now if that does not get completed i would just move on to other provider.

... who would have exactly the same problem in providing the service as Plusnet are having and probably with someone far less experienced than James in getting these things sorted out.
The ONLY shortcut would be to abandon ADSL via your telephone line and go for cable if that is available.

Re: Bad Service : Unable to get the broadband connection from 20 days

TechBrigade — Tue, 16 Jun 2009 09:41:44 GMT

James, Thanks for the follow up.
I had in the mean time got the post office phone line also on my name (it was on my husbands name earlier) to simplify the things.
Please keep me updated, i would be thankful if you could sort this out quickly with BT.

Re: Bad Service : Unable to get the broadband connection from 20 days

James — Tue, 16 Jun 2009 10:20:38 GMT

That's not a problem at all.
As I mentioned in my earlier PM, I'll give them a ring if I've not had a reply to my email by this afternoon.

Re: Bad Service : Unable to get the broadband connection from 20 days

TechBrigade — Thu, 18 Jun 2009 13:01:51 GMT

Dear James,
I had been told that now Tag is removed and broadband should go live on 26th June.
Thank you very much for all your help. I really appreciate it.
I hope there should not be any issues now.
Thanks Again.
- Dipti

Re: Bad Service : Unable to get the broadband connection from 20 days

James — Thu, 18 Jun 2009 13:36:13 GMT

Hi Dipti - I'd meant to drop you a message earlier on
I'm glad we managed to get the tag removed. It looks like it happened when you changed the name on the telephone service, which caused a "stop-start" order to be placed, thus removing the broadband service.
We should have you onboard in about 7 days

Re: Bad Service : Unable to get the broadband connection from 20 days

TechBrigade — Fri, 03 Jul 2009 11:58:06 GMT

Jameseh,
I still dont have internet connection and on worse side my billing had started.
The problem now is that there is no sync on router. Router broadband light wont lit up at all.. not even flashing...
I have tried all the steps mentioned in the doc, like removing all phone connections.. connecting to master socket after opening the phone plug box.. Using different phone filters
Tryied with other router i had but on that router also the broadband light wont lit up at all. I left the router on and connected and plusnet + BT performed some tests but that didnot helped either.
Now plusnet is going to send another test router.. I have doubts if it would be of any help as i have already tried with Thompson router and BT home router..
Do you know what could be problem?

Re: Bad Service : Unable to get the broadband connection from 20 days

James — Fri, 03 Jul 2009 12:14:51 GMT

Hi - I'm afraid I don't know exactly ehat's causing your problem.
BT have recently got back to us asking to arrange for engineer times. I don't think that trying a third router is really going to make any difference, so if you could reply to the ticket letting us know when you would be available for a visit?

Re: Bad Service : Unable to get the broadband connection from 20 days

TechBrigade — Fri, 03 Jul 2009 12:46:56 GMT

Hi James,
Any time during day on next week(weekday) is good.
Please confirm timing beforehand.