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No Internet - redirecting to BT wholesale page

yok0ross
Hooked
Posts: 8
Registered: ‎04-03-2018

No Internet - redirecting to BT wholesale page

Hi
I have had no internet since Wednesday morning
Websites redirect to 62.6.38.125 or 194.74.65.98 which appear a service information page maintained by BT wholesale

I raised a support ticket around Wednesday lunchtime and a fault was reported with Plusnet promising to call back by 5 today which has not happened - calling again now suggests a 20 minute wait

I am concerned that while the customer service staff are very friendly no one has contacted me for ANY information so how can I expect this to be resolved

Please advise
5 REPLIES 5
Gel
Aspiring Champion
Posts: 2,332
Thanks: 299
Fixes: 29
Registered: ‎02-08-2007

Re: No Internet - redirecting to BT wholesale page

RichardB
Seasoned Champion
Posts: 1,038
Thanks: 385
Fixes: 39
Registered: ‎19-11-2008

Re: No Internet - redirecting to BT wholesale page

It might be possible that you have so called "stale session".

Have you been advised by PN to power off the router for at least one hour?

If not it is worth trying.

Leave the router off for at least one hour and then re apply the power.

This should clear a stale session.

Richard

EmilyD
Plusnet Help Team
Plusnet Help Team
Posts: 2,032
Thanks: 357
Fixes: 117
Registered: ‎26-03-2018

Re: No Internet - redirecting to BT wholesale page

Hi @yok0ross,

 

I'm sorry for the poor experience that you've had in regards to this fault and for any inconvenience that this has caused. I've had a look into this for you now and have determined the next step towards a resolution. My response includes some account specific information so I've added this to the fault ticket on your account - you can view this here.

If this post resolved your issue please click the 'This fixed my problem' button
 Emily D
 Plusnet Help Team
yok0ross
Hooked
Posts: 8
Registered: ‎04-03-2018

Re: No Internet - redirecting to BT wholesale page

Hi,

Thankfully all is now well, however, who should i speak to about a refund for the time period when I had no internet service?

MatthewWheeler
Plusnet Help Team
Plusnet Help Team
Posts: 8,896
Thanks: 1,506
Fixes: 480
Registered: ‎01-01-2012

Re: No Internet - redirecting to BT wholesale page

Glad to hear it's working.

I've passed this to the relevant team to action a refund

We'll get that organised as soon as possible

If this post resolved your issue please click the 'This fixed my problem' button
 Matthew Wheeler
 Plusnet Help Team