topic Re: Prospect cannot sign up in Plusnet Feedback

Prospect cannot sign up

Estragon — Tue, 18 Nov 2014 14:46:49 GMT

Quote
I want to change from talktalk to an ISP with a UK call centre and Plusnet appears to fit the bill. However I am not allowed to sign up because my post code is HU18. Now before anyone starts mentioning KC, I live about 25 miles away and their system does not cover the HU18 area.
I have spoken to their very pleasant staff and they tell me that they are not allowed a work around. Someone there has mis-programmed their system to exclude all HU post codes and no-one seems to be bothered about it except the customer facing staff.

Maybe one of the team could sort something out?

Re: Prospect cannot sign up

Chris — Tue, 18 Nov 2014 15:09:46 GMT

Unfortunately we'd have to sign up in the same manner and would hit the same restrictions. I have raised an internal problem to get this issue looked at in the future, but it's unlikely to be fixed in a short timescale.

Re: Prospect cannot sign up

Estragon — Tue, 18 Nov 2014 16:32:11 GMT

Thanks Chris.
A great pity.

Re: Prospect cannot sign up

Estragon — Tue, 18 Nov 2014 16:47:53 GMT

In reply to another poster, the chap with the problem just said

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The problem is just with Plusnet and started in July 2014 so I hear. I was previously with Plusnet at this address so it is not a post coding problem.

Something daft is going on.

Re: Prospect cannot sign up

spraxyt — Tue, 18 Nov 2014 20:10:07 GMT

Does the phone number (or postcode) work in the BT wholesale availability checker?

Re: Prospect cannot sign up

pwatson — Tue, 18 Nov 2014 20:28:31 GMT

Checking a couple of HU18 postcode at random (HU18 1AB and HU18 1DJ), ADSL is available according to the BT checker but broadband is unavailable according to the PN checker...

Re: Prospect cannot sign up

adamwalker — Wed, 19 Nov 2014 16:49:32 GMT

Hi all,
I've let the OP on TBB know that we apologise and have reported the issue internally.

Re: Prospect cannot sign up

pwatson — Wed, 19 Nov 2014 17:07:21 GMT

Why was it even necessary to build in a check to try and trap postcodes served by KC? Surely the BT Wholesale database is the definitive source of whether broadband is available? The addresses served by KC will show unavailable in the BTW check surely?
Someone was trying to be clever...

Re: Prospect cannot sign up

Estragon — Wed, 19 Nov 2014 17:25:49 GMT

Thanks Adam :). It is better as a posting there from one of the team.
Though as pwatson says, someone was trying to be (too) clever. As above, it seems this check as only introduced this July.