topic Re: Why? Just why ... in Plusnet Feedback

Why? Just why ...

leeanthony — Tue, 15 Dec 2009 16:18:06 GMT

Why mess with my account? Why mess up my migration process? Why?
Ive come and gone from several ISP's now, always migrating from one to another with the standard mac procedure. Always a smooth process, never had more than 1 hour down time (Usually there is no downtime at all).. none of these include Plusnet.
I have never migrated away from Plusnet before.. until this month.
About a week ago I requested my MAC from you, and I gave it to "Be". It was accepted and my order is now placed, my activation date is the 21st.
I had 3 Plusnet tickets currently active during this time, and on both tickets it clearly states cancellation date will be the 21st and to top it off I also received a seperate email informing me that my PN account would be cancelled on the 21st. One of the tickets even added up what I will owe, which will be 80p because my bill date is the 18th, so I guess thats the price for 3 days of service (check the tickets yourself).
Everything seems cool at this point.
I figure Plusnet to cancel my service on the 21st at the same time Be activate my service, a smooth switch.
Ohhh but no!
Yesterday I received two strange emails from Plusnet, something about my "alias" = leeanthony, being deleted. I thought at first (As I was already connected to the internet).... damn, that must be my webspace.. doh! But oh well, nothing to major. I checked my webspace to confirm and yes everything had been erased without any notice, 1 week before my account cancels. Wrong? Yes, I would say so but not much of a big deal I will let that slip.
This morning my internet was off, I couldnt connect, I tried several times and then gave up. Rang Plusnet, gave my info etc "Mr Worrall, this account is cancelled"..... I replied "What?" and there was a long pause.
After spending 2 hours on the phone, making multiple calls to Plusnet and Be, waiting in stupid queues .. 15 minutes each for Plusnet.. hearing different responses everytime, they finally admit that my account has been cancelled and even ordered a cease on my line... 1 week earlier than the cancellation/activation date I was informed about so many times.
So they said sorry and reactivated my account, so they tell me it will be working fine again now until the 21st..... but now I still cant connect.
Guy on the phone tells me he sees me being rejected, but he doesnt know why.... Double checked with each other, username and password is right, tried several times.. doesnt work
bt_test@startup_domain.. works
bt_test@plusdsl.net.. doesnt work
and nor does my username@plus.. etc
Now he is considering it a fault, and has raised a fault for me. He tells me it should be resolved within a few days, but may take longer....
I only have 6 days left with you, and how fortunate, another fault. This time caused by yourselves, all this chaotic trouble because you screwed with my account
So now I am going to be without the internet for a week, and knowing my luck, once again thanks to you......I got a feeling my process to actually join/activate/connect with Be, isnt going to be quite as successful as it would have/should have been..... if you *>harsh word here<* didnt screw with my account
This is my connection im using now incase you wonder

So thanks alot Plusnet, seriously..... thanks so much

Re: Why? Just why ...

genkville — Tue, 15 Dec 2009 17:02:08 GMT

Sorry to hear you are having a hard time, but there is no need to call staff D*** H**** thats very rude! sorry but swearing is not nice, if you think plusnet have a bad service try talktalk.
Why are you moving? you never said.

Re: Why? Just why ...

leeanthony — Tue, 15 Dec 2009 17:14:31 GMT

Heh, I am sure they know why I am moving.

Re: Why? Just why ...

Lurker — Tue, 15 Dec 2009 17:17:52 GMT

Nobody else does though - it does tend to lack credulity when it doesn't have any reasoning attached to it - it just sounds like somebody taking their ball home (no offence intended!)
Why not fill in a few gaps to start building up a picture, at least folks can see where and how you've been let down then.

Re: Why? Just why ...

genkville — Tue, 15 Dec 2009 17:19:31 GMT

Dude - i have done my research and plus net came out on top!
BE - you will be paying £17.50 for broadband alone!

Re: Why? Just why ...

genkville — Tue, 15 Dec 2009 17:21:03 GMT

Quote from: James_G
Nobody else does though - it does tend to lack credulity when it doesn't have any reasoning attached to it - it just sounds like somebody taking their ball home (no offence intended!)
Why not fill in a few gaps to start building up a picture, at least folks can see where and how you've been let down then.

Well said James! thats what im thinking, he can at least tell us.

Re: Why? Just why ...

leeanthony — Tue, 15 Dec 2009 17:27:20 GMT

Why would I bother telling customers about this kind of problem? My rant was directed at Plusnet, who could potentially get this sorted for me. They have the "power".. What can you do? Exactly Bye

Re: Why? Just why ...

Oldjim — Tue, 15 Dec 2009 17:27:59 GMT

I really fail to see why the reason for moving has any relevance to this thread.
If any of you are really interested have a look at his posting history.
As a point about Be you get unlimited downloads and higher uploads for only £1.60 per month more than premium with no traffic shaping

Re: Why? Just why ...

genkville — Tue, 15 Dec 2009 17:29:21 GMT

Quote from: Xanity
Why would I bother telling customers about this kind of problem? My rant was directed at Plusnet, who could potentially get this sorted for me. They have the "power".. What can you do? Exactly Bye

Hopefully they will sort it!

Re: Why? Just why ...

leeanthony — Tue, 15 Dec 2009 17:30:25 GMT

Quote from: genkville
Dude - i have done my research and plus net came out on top!
BE - you will be paying £17.50 for broadband alone!

Yes I will be paying £17.50 for broadband alone, at least its a decent one.
I pay £19.99 for broadband alone from Plusnet, and its [Censored].
So your point was????

Re: Why? Just why ...

nathan1111 — Tue, 15 Dec 2009 17:35:18 GMT

Sorry to hear uve been having problems Xanity. But no need to be rude to others or swear, just no need... *dont attack me now lolol*
@genkville
Looking from Research Be has come out on top genkville. Then again it depends on what packages, and prices but from the looks of things looks very good.
Plus if you look on http://www.kitz.co.uk/isp/caps.htm the Kitz site you can see that Be offers generous amount of usage (No Usage Limit Set) And does not put any traffic shaping at all.
And from people who I kno that are with BeThere they highly recommend it. (Plus its owned by o2 so it cant be bad)

Re: Why? Just why ...

genkville — Tue, 15 Dec 2009 17:37:30 GMT

Quote from: Xanity
Quote from: genkville
Dude - i have done my research and plus net came out on top!
BE - you will be paying £17.50 for broadband alone!

Yes I will be paying £17.50 for broadband alone, at least its a decent one.
I pay £19.99 for broadband alone from Plusnet, and its [Censored].
So your point was????

Lee you have obviously had a bad experience! I'm on plus net value and play MW2 without a hitch. You're obviously a hardcore gamer.

Re: Why? Just why ...

genkville — Tue, 15 Dec 2009 17:40:03 GMT

Quote from: nathan1111
Sorry to hear uve been having problems Xanity. But no need to be rude to others or swear, just no need... *dont attack me now lolol*
@genkville
Looking from Research Be has come out on top genkville. Then again it depends on what packages, and prices but from the looks of things looks very good.
Plus if you look on http://www.kitz.co.uk/isp/caps.htm the Kitz site you can see that Be offers generous amount of usage (No Usage Limit Set) And does not put any traffic shaping at all.
And from people who I kno that are with BeThere they highly recommend it. (Plus its owned by o2 so it cant be bad)

If O2 own them then they'll be damn good! but I'm a phone and broadband type a guy! i can never do without phone. Plusnet compared to other providers are excellent. Awards and customer surveys speak for themselves.

Re: Why? Just why ...

Mand — Tue, 15 Dec 2009 18:13:41 GMT

Xanity,
I'm looking into this for you now.

Re: Why? Just why ...

Mand — Tue, 15 Dec 2009 18:27:30 GMT

Should be working for you now.
I'd just like to apologise for the error in cancelling your account, and for the trouble you've had since.

Re: Why? Just why ...

leeanthony — Tue, 15 Dec 2009 20:12:56 GMT

Quote from: Mand
Should be working for you now.
I'd just like to apologise for the error in cancelling your account, and for the trouble you've had since.

Hi Mand
Thanks for showing an interest at least, but no its still not working that is the problem
Your the third person who has told me that it should be working, but it really isnt. It is still saying authorization failed.
I gurantee you I am typing my login user/password in correctly.
Like I said above, the guy on the phone said he could see that I was being rejected but it wouldnt say specificly ( Hate that word ) why, and thats why he wanted me to try auth'ing with those bt_test domains, and as mentioned, bt_test@startup_domain DID work - but - bt_test@plusdsl.net DID NOT work (Tech guy told me to try to connect with those)
Just wanted to clear that up, I asked have I been blocked from the "plusdsl.net" domain but he said no, it sounded like the only possibility to me though.. although what would I know.
Just for the record I have tried connecting with a different router aswel, same problem and once again yes yes yes username and password is 100% accurate
Would be nice to have this fixed for tomorrow
Incase you wonder Mand, or anyother PN staff.
Using the 585 router as u know, Internet light is off although is flashes red every now and then, but then off again. Broadband is a solid green.
Seems I am just unable to connect to your network, remember I said about the email about my alias being removed.. incase that could be anything, maybe you got to re add it.
Just want to say aswel, I really do want this fixed because I cant be doing without the internet for a week.. I wouldnt cope lol. But please please do not do anything that will conflict/screw up my migration on the 21st, remember I am still leaving on the 21st, but you are supposed to be providing me with my normal service until then

Re: Why? Just why ...

Chris — Tue, 15 Dec 2009 22:07:32 GMT

Lee, we're seeing 2 connections earlier tonight and prior to that your password was incorrect. They were at 6.22pm and 6.24pm. I can't find any problems with your account on our side now, I'll try dialtesting in the morning but I'm not in the office at the moment I'm afraid.

Re: Why? Just why ...

leeanthony — Wed, 16 Dec 2009 09:21:43 GMT

Can I get some attention on this, this morning please
Chris I am 100% sure I am typing my password in right, I am logging in with = (Check PM Chris)
Just woke up nice and early, a lovely day.. but nothing to do.... and no internet lol

Re: Why? Just why ...

leeanthony — Wed, 16 Dec 2009 09:28:31 GMT

It works now thanks, not sure who did what or maybe it was just a waiting game after they reactivated my account? It certainly was not working yesterday but either way thanks alot, all is good now. I just hope the migration process to Be goes smoothly, thanks again
Now I can uninstall this piece of sh** o2 usb dongle.. wifi lol. worse than 56k pfft. I recommend everyone get one though, they come in handy for emergency lol

Re: Why? Just why ...

Chris — Wed, 16 Dec 2009 09:35:33 GMT

I kicked a few things last night before my post on here, maybe that kicked it into action. Sorry it happened in the first place but I'm really glad to hear you're back online now.