topic Re: Just about had enough in Plusnet Feedback

Just about had enough

chippie — Mon, 04 Jan 2010 21:32:56 GMT

ID.309356672
Ive had a prolem logging on to the net it started on the 20th Nov.
For the last three weeks I've had no service at all,5 hours on the phone,
one BT home visit,new router and still no service.Just excuse
after excuse after excuse.I'm sorry but I feel that the sevice Plusnet
have provided is an absolute disgrace.

Re: Just about had enough

drmiket — Mon, 04 Jan 2010 22:22:15 GMT

Hmmm - did BT charge you then since I presume they found no fault? (am suffering a similar fault/lack of fixing or even replying to the ticket).

Re: Just about had enough

chippie — Tue, 05 Jan 2010 18:44:06 GMT

No charge as plusnet are sorting it out.
Still no service yet to be honest I realy don't
care any more I'll just wait for service to come
back on hit plusnet for down time then get shut.

Re: Just about had enough

jelv — Tue, 05 Jan 2010 20:32:22 GMT

Had you been told you were being moved across to 21CN?

Re: Just about had enough

bobpullen — Wed, 06 Jan 2010 10:39:28 GMT

Hi chippie, sorry to hear you're having problems
I'm just taking a look at your account now to see if there's anything I can do to help...
Edit: Right, looks like you originally reported an intermittent connection problem back at the tail end of November. Whilst this fault was under investigation an order was placed to move you across to BT Wholesale's 21CN network for the reasons cited in the Service Status post here. Here's the relevant excerpt:
[quote author="Service Status"]We are continuing to migrate some of our ADSL customers across to BT Wholesale's '21CN' network. Whilst this network is commonly associated with ADSL2+ (Up to 20Mbps), it also supports ADSL 1 technology and has more spare capacity at the moment when compared to our 20CN platform. We intend on increasing the capacity available on our 21CN network at some point next week.
Since that order completed on the 17th December there haven't been any authentication requests hit our servers. This is almost certainly a botched migration and looks to me like your circuit isn't correctly to our virtual router or BBVR. Looks like the support team have acknowledged this and raised the fault with Wholesale but it's long been due an update (the current situation with the weather isn't helping faults backlogs).
I'll give the fault guys a nudge to see if we can get some movement on this. As it's been caused by actions on our part then I'm sure we can offer something in the way of compensation too once things are up and running again.
Really sorry it's taking so long to fix.

Re: Just about had enough

jelv — Wed, 06 Jan 2010 11:19:09 GMT

@chippie A bit of a long shot: Are you (or were your ever) on the PAYG RIN trial?

Re: Just about had enough

chippie — Wed, 06 Jan 2010 14:17:27 GMT

Still no connection 20days to date.
No I havn't been told I was being moved to 21cn,
and I havn't got a clue what PAYG RIN is.
The politics of what I get and how I get it are of no
interest to me,all I want to do is turn the PC on and
browse.Plusnet get payed a monthly subscription
to provide that service.If they don't provide that service
then that's Plusnets problem not mine.
As for this fault I can't understand why it takes upto 72
hours every time this fault is raised,yes the fist time but
if the problem isn't fixed correctly the first time then why
doesn't it go straight to the top of the list when it's raised
again.

Re: Just about had enough

jelv — Wed, 06 Jan 2010 15:09:43 GMT

Quote from: chippie
and I havn't got a clue what PAYG RIN is.

I hoped you say that - that's fine. It was a remote possibility - I saw another user having similar problems earlier today that was because of that so I thought it worth checking.

Re: Just about had enough

bobpullen — Fri, 08 Jan 2010 13:40:30 GMT

@chippie, as I understand it you've spoken to Brad today and BT Wholesale look to have fixed the fault? You've an ongoing session on our RADIUS servers which definitely looks promising.
I'm just going to take a look at your account now and credit you for the problems caused by the failed migration to the 21CN network...
Sorry again for the time taken to sort this one out for you.

Re: Just about had enough

Chris — Fri, 08 Jan 2010 14:03:48 GMT

Quote from: jelv
I hoped you say that - that's fine. It was a remote possibility - I saw another user having similar problems earlier today that was because of that so I thought it worth checking.

FYI - we've now sent a ticket to all the customers still connecting on the RIN realm asking them to move back.