topic Re: Pretty Annoyed - Moving Home in Plusnet Feedback

Pretty Annoyed - Moving Home

peterb99 — Wed, 25 Jun 2014 19:45:11 GMT

I'm currently in the process of moving home. Loads of things to arrange and do and at the moment I'm working long hours so don't get home until late.
No problem though, checked the Plusnet moving home website. Great I just phone the provided number and they will arrange my house move for me.
Not so great - having to wait and wait and wait. After 15 minutes I finally get through to someone to be told, quite cheerfully, that the moves team are only available until 8pm at night. What a waste of my time (of which I don't have a lot). Why doesn't it say on the moves webpage that the moves team are only available at certain times - would certainly have saved me a wasted 15 minutes.
http://www.plus.net/home-broadband/movinghome/

Re: Pretty Annoyed - Moving Home

Townman — Wed, 25 Jun 2014 20:51:19 GMT

And here too - http://www.plus.net/home-broadband/contact/

Re: Pretty Annoyed - Moving Home

LinnPlusnet — Thu, 26 Jun 2014 09:08:09 GMT

Hi peterb99,
I'm very sorry it's not shown on our support pages when the house moves team are open. I have forwarded this to the web team to update as soon as they can.
In the meantime I can arrange for a member of our team to call you between 9:00 - 20:00 Monday - Friday or 9:00 - 17:30 on Saturdays. Can you PM me your account username as it doesn't seem that your Forums account is linked with your Plusnet account and also when you'd be available to take the call?

Re: Pretty Annoyed - Moving Home

peteb99 — Thu, 26 Jun 2014 09:14:28 GMT

Hi Lin,
Thanks for the response. I didn't realise my username is slightly different - my "real" one is PeteB99 but my forum one is PeterB99.
I've already phoned the moves team this morning (did take another 30 minutes) and its all arranged now.
The guy on the phone was very helpful and it is great that he genuinely explains absolutely everything in minute detail - costs, speed, free if I sign another contract (and even telling me if I cancel it before the 18 months how much exactly it would cost me - this is very good, never known any other company to do that).
He also advised me to drop the package as it looks as though I won't get much above 40 meg anyway - really good honest advice. I've decided to keep the higher speed just in case if the speed checker shows slower than it actually is. He's advised I can phone and drop the package to the slower speed at anytime during the contract.
All in all, very impressive and please pass my thanks onto him. The only issue was the fact it was closed last night and that I had to wait a long time to get through but great service once I did.

Re: Pretty Annoyed - Moving Home

Townman — Thu, 26 Jun 2014 10:10:20 GMT

Hi,
Either you have changed your forum display name, or you have two forum identities.
The first post is from peterb99 whilst the last response is from peteb99.

Re: Pretty Annoyed - Moving Home

Strat — Thu, 26 Jun 2014 10:28:02 GMT

Could be completely wrong but 2 identities as indicated by 2 different post counts

Re: Pretty Annoyed - Moving Home

Oldjim — Thu, 26 Jun 2014 10:30:58 GMT

One registered Feb this year and the other one in 2012

Re: Pretty Annoyed - Moving Home

peteb99 — Thu, 26 Jun 2014 12:01:28 GMT

I think I know what this is.
I was with Plusnet in 2012 in my old house. Unfortunately I didn't get anywhere near the speeds on the BT checker so I left and went back to Virgin Media.
I then moved to my current house and went with Plusnet as I can now get the full 80meg. When I re-registered it wouldn't let me have the old name so I had to choose the new one.
The PCs I have must have the different accounts registered so depending on which PC I use I post with either of the two ID's.

Re: Pretty Annoyed - Moving Home

LinnPlusnet — Thu, 26 Jun 2014 12:30:38 GMT

Thanks for the update, Pete. I've passed on your thanks to the advisor - I'm sure they'll be happy to hear this!
Glad to hear you're now sorted. If we can be of further assistance just let us know! Good luck with the house move!

Re: Pretty Annoyed - Moving Home

peterb99 — Tue, 01 Jul 2014 23:25:24 GMT

I've now moved into the house.
Not had chance to test the phone line yet. The house is a bit daft, there is the master socket next to the front door, but no power anywhere near it.
When the fibre engineer comes to active the fibre broadband, is it possible for him to relocate the master socket to the lounge?, is this a normal thing that they are able to do?
It doesn't look like the fibre order has been done yet either. The request was put on hold until 2pm today, but I can't see where the fibre has been ordered.

Re: Pretty Annoyed - Moving Home

warbleeder — Wed, 02 Jul 2014 07:43:28 GMT

yea bt engi can move the socket... just ask him ...
when i moved into new house my socket was behind the front door... so when someone opened the door it was bash against the socket (and any connectors in it) i asked him to move it and he put in front window.......
just shows bt had some goons working for them before
p.s forgot to add i was told they could only relocate it to where the cable would allow them to

Re: Pretty Annoyed - Moving Home

peteb99 — Wed, 02 Jul 2014 12:38:15 GMT

Thanks for the reply warbleeder. Hopefully they'll be able to move it for me.
I've checked and it still doesn't look like the fibre has been ordered. Could anyone nudge it along for me?, don't want to be too long without broadband.

Re: Pretty Annoyed - Moving Home

LinnPlusnet — Thu, 03 Jul 2014 10:06:11 GMT

Hi Pete,
A member of our house moves team updated Ticket: 87678832 yesterday advising that your FTTC order has been placed the appointment provisionally booked for 14/07/2014 between 8AM and 1PM. The appointment should be confirmed later today.
When the FTTC engineer attends it is not part of their work to move the master socket. They are there to carry out the work for the FTTC service at the existing master socket. Therefore we cannot guarantee that they will/are trained do this for you, however, it's worth asking. If they say that they can't do it then you can always get a local electrician to carry this work out.

Re: Pretty Annoyed - Moving Home

pwatson — Thu, 03 Jul 2014 10:30:50 GMT

Quote from: Linn
If they say that they can't do it then you can always get a local electrician to carry this work out.

Although that is an entirely pragmatic solution, I'm a little surprised to see an ISP advocating getting a third party to interfere with BT's property!

Re: Pretty Annoyed - Moving Home

TORPC — Thu, 03 Jul 2014 10:47:11 GMT

I am with pwatson on this
Has the Law / Ruling been changed, on the BT Sockets (in recent times) ?
I was under the impression that currently, the only thing that is allowed to be carried out, is access to the TEST Socket (where applicable) & nothing else.

Re: Pretty Annoyed - Moving Home

picbits — Thu, 03 Jul 2014 11:00:15 GMT

Could a data extension not just be booked so the customer has somewhere near a mains socket they can plug both router and modem into ?

Re: Pretty Annoyed - Moving Home

LinnPlusnet — Thu, 03 Jul 2014 11:03:54 GMT

Sorry, I should've clarified what the local electrician would do if the OP decided to go down this route - they could provide you with an extension socket in another part of the house.
If you wanted to relocate the master socket all together then this is something that we could arrange for you through BT Openreach.

Re: Pretty Annoyed - Moving Home

peteb99 — Thu, 03 Jul 2014 18:05:22 GMT

I understood what you meant Linn, thanks.
I'll have to re-think what I'll do. Maybe I'll run an RJ11 socket from the master socket to eslewhere in the house where there is power.
I will ask the engineer though, you never know.

Re: Pretty Annoyed - Moving Home

picbits — Thu, 03 Jul 2014 19:08:01 GMT

The new faceplate that BT will fit has a RJ45 socket on (the RJ11 plug will fit too) - you can use standard CAT5e cable for the job.
The faceplate also has a couple of punch down terminals that you can also hook the CAT5 up to and patch it over at a panel if that floats your boat