topic Re: No internet for 15 days in Plusnet Feedback

No internet for 15 days and a sad farewell

grahampsmith197 — Fri, 01 Jan 2010 21:10:04 GMT

I am so completely hacked off, I have now had no internet for 15 days, and all I ever get told is that it is being tested - how long does it take to test.
I have read other posts where engineers have been sent, and all sorts, me nothing. This is despite numerous calls etc..
I have been a PN customer for 5 years, have a home account and a business account, and referrals for several family members
I could not afford for my business line to be down for this long, and would be embarassed if my recommendations were this bad
What is worse, is that PN haven't even apologised - and it was when they shifted me to ADSL2 that the problems began - why can't they just switch it back

Re: No internet for 15 days

grahampsmith197 — Tue, 05 Jan 2010 18:36:42 GMT

At last solved - needed to change username on router to plusdsl.net from plusdsl2.net
Could have been solved day 1
Very, very, poor

Re: No internet for 15 days

pierre_pierre — Tue, 05 Jan 2010 19:09:53 GMT

well you did not say that it failed when you installed a new router

Re: No internet for 15 days

grahampsmith197 — Tue, 05 Jan 2010 19:14:38 GMT

It didn't fail when I installed a new router, it failed when they upgraded ADSL to ADSL2 - the new router had worked fine for about a month with the old user name

Re: No internet for 15 days

Chris — Wed, 06 Jan 2010 09:28:23 GMT

Hi Graham,
I assume at some point you were on the RIN trial we were running? If so that explains why your router had plusdsl2.net in there. Regardless of that, it should have been noticed at the first point on investigation and for that I apologise.

Re: No internet for 15 days

jelv — Wed, 06 Jan 2010 09:36:42 GMT

Chris: Would it be possible to identify all the users who are still using the plusdsl2 login and advise them to change back to the normal login? It would prevent problems affecting other users as they move across to 21CN.

Re: No internet for 15 days

Chris — Wed, 06 Jan 2010 09:52:59 GMT

We did email those who were using RIN back in April when we were arranging the decommission of this. I'll see if we can get a list of those still on and arrange to contact them in some way.

Re: No internet for 15 days

grahampsmith197 — Wed, 06 Jan 2010 16:05:47 GMT

If I was on a trial, then I was not aware, and I do not recall receiving an email informing me to change (that doesn't mean I didn't receive it, it just means that I don't recall it!)

Re: No internet for 15 days

grahampsmith197 — Wed, 06 Jan 2010 16:10:00 GMT

What I will add, and on a separate post as well, is that I am now getting downlaod speed (according to mybroadbandspeed) of close to 5,000 kbps consistently. We were also able to watch iPlayer on the Wii last night uniterrupted.
Unfortunately, the response was just too slow, and we have already made the decision to move to cable (a shame after 5 years +)

Re: No internet for 15 days

Chris — Fri, 08 Jan 2010 14:05:34 GMT

Although this doesnt really help you now Graham,
We've sent an email today to all customers who are still connecting on plusdsl2.net asking them to move back over to the normal realm.

Re: No internet for 15 days

grahampsmith197 — Wed, 24 Feb 2010 14:52:34 GMT

Just a sign off note on this one -
Following all the hassle over this, we decided to shift our telephone and broadband to Virgin Media. Because I don't trust VM, I left the broadband account open in case I needed to switch back. Today I phoned to cancel the broadband, and have been charged £25 (for BT costs)- in a way that's fair, but two things:
1) the phone was already disconnected, so I can't see what BT had to do
2) In the middle of my troubles, I was told I could cancel, and if the fault turned out to be BTs, then I wouldn't pay the disconnect fee - this was a silly error by PN, so I think they should have paid it
Now, perspective....
I have been with PN for six years as a domestic customer, I still have a business connection which I am not disconnecting - I don't think that the issues will re-occur.
PN in that time have offered fantastic service, the fact that I can check the site for how long a call will take to be answered etc.. is awesome, the availability of a forum such as this is transparent
So, I will continue to recommend PN, and it is with an element of sadness that I depart
As an aside VM installed cable a month ago, and still haven't been back to bury the cables despite three promises, BUT I do have mobile numbers for the engineers, and am getting 16MB download speeds consistently

Actually a sad farewell...

grahampsmith197 — Wed, 24 Feb 2010 14:55:49 GMT

Sorry this is a double post, but I guessed some may not scroll through the other one.. (http://community.plus.net/forum/index.php/board,47.0.html)
Its a shame I am cancelling because.....
I have been with PN for six years as a domestic customer, I still have a business connection which I am not disconnecting - I don't think that the issues will re-occur.
PN in that time have offered fantastic service, the fact that I can check the site for how long a call will take to be answered etc.. is awesome, the availability of a forum such as this is transparent
So, I will continue to recommend PN, and it is with an element of sadness that I depart
As an aside VM installed cable a month ago, and still haven't been back to bury the cables despite three promises, BUT I do have mobile numbers for the engineers, and am getting 16MB download speeds consistently
The final mild irritation. Today I phoned to cancel the broadband, and have been charged £25 (for BT costs)- in a way that's fair, but two things:
1) the phone was already disconnected, so I can't see what BT had to do
2) In the middle of my troubles, I was told I could cancel, and if the fault turned out to be BTs, then I wouldn't pay the disconnect fee - this was a silly error by PN, so I think they should have paid it

Re: No internet for 15 days

Chris — Wed, 24 Feb 2010 15:37:31 GMT

Hi Graham,
Sorry to hear you've moved your account away, it should never have got to that point.
Good to hear that you're keeping your business connection with us, I hope we can provide the service you expect on that account.
Good luck with your new ISP.

Re: No internet for 15 days

jelv — Thu, 16 Dec 2010 17:00:34 GMT

Quote from: Chris
We've sent an email today to all customers who are still connecting on plusdsl2.net asking them to move back over to the normal realm.

[me=jelv]thinks that anybody that ignored this email might be having fun today.[/me]

Re: No internet for 15 days and a sad farewell

Chris — Thu, 16 Dec 2010 17:06:24 GMT

FYI - We've made some updates to the @plusdsl2.net realm this afternoon which has caused connection problems for the customers connected on that realm. The way to fix this (for those who can get online to read this) is to change the username in the router to <username>@plusdsl.net
*And should now be all fixed.