Total Outage now 4 days...Line Seizure????
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- Re: Total Outage now 4 days...Line Seizure????
Total Outage now 4 days...Line Seizure????
17-03-2015 7:19 AM
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MAC codes.........Plusnet have given me a MAC code, BT say they no longer need them.....who is right?
Re: Total Outage now 4 days...Line Seizure????
17-03-2015 8:45 AM
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Re: Total Outage now 4 days...Line Seizure????
17-03-2015 9:18 AM
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Its about time that this fiasco over MACs was sorted PN !!!
Re: Total Outage now 4 days...Line Seizure????
17-03-2015 9:48 AM
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Sky are not charging me though.
Sky were very helpful when I phoned their Accounts dept. to check how final payments for phone calls would be handled, they even suggested changing of payment date to make it better for me, I have no leaving early charges because I was on a monthly contract.
Re: Total Outage now 4 days...Line Seizure????
17-03-2015 10:18 AM
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Quote MAC codes.........Plusnet have given me a MAC code, BT say they no longer need them.....who is right?
Both unfortunately! Using a MAC is still a recognised process, but BT and some other providers have started using a different process. Unfortunately as soon as an order is placed on a line the line state it set to 'ceased' on the wholesale side, this is to stop any other orders impacting it, however it also has the side-effect of us not being able to test for faults on the line.
I'm pretty confident there isn't actually a fault and it's simply that part of the migration to BT has completed early meaning you're stuck in the middle without a connection. Realistically your service should continue with us until the date of your migration to BT, we've done nothing to stop this happening.
Re: Total Outage now 4 days...Line Seizure????
17-03-2015 2:44 PM
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Re: Total Outage now 4 days...Line Seizure????
17-03-2015 2:51 PM
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Quote I would expect Plusnet not to charge me for that week and not to charge me for migrating.
Best bet is to pay up and reclaim from BT....they are causing the problems.
Ian
Re: Total Outage now 4 days...Line Seizure????
17-03-2015 7:37 PM
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Re: Total Outage now 4 days...Line Seizure????
18-03-2015 12:02 AM
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Quote from: foxydog Does the right arm not know what the left is doing, Plusnet is owned by BT.
No they do not and they are not intended to. Rather than being limbs of the same body, BT Retail and PlusNet are seperate independent commercial bodies, having no interorganisational relationships.
On common terms with no preferantial treatment, each buys broadband services from BT Wholesale who are the common spanner in the works, similar to BT Openreach who provide the infrastructure for the services sold by Wholesale.
Belonging to the same group confers no favours, indeed there are some of us who believe BT's ownership of PlusNET is extremely detrimental to commercial pressure being applied to other BT divisions to improve service delivery.
In another browser tab, login into the Plusnet user portal BEFORE clicking the fault & ticket links
Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.
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Re: Total Outage now 4 days...Line Seizure????
18-03-2015 1:51 PM
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Have spoken to BT again and they say have not touched the line. Now down to Plusnet who seem reluctant to respond. Guess that makes them guilty of turning off the line a week early - wait till they want their money!
Re: Total Outage now 4 days...Line Seizure????
18-03-2015 8:13 PM
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BT Retail (the only people the end user can phone at BT), they buy from BT Openreach and Wholesale, same as any other provider
BT Wholesale sell broadband to ISPs
BT openreach sell local loop access to wholesale providers(including BT Wholesale)
The chinese walls between them are designed so that others ISPs can compete with BT retail and other wholesale broadband provides can compete with BT wholesale
Re: Total Outage now 4 days...Line Seizure????
19-03-2015 7:32 AM
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In another browser tab, login into the Plusnet user portal BEFORE clicking the fault & ticket links
Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.
If this post helped, please click the Thumbs Up and if it fixed your issue, please click the This fixed my problem green button below.
Re: Total Outage now 4 days...Line Seizure????
19-03-2015 8:53 AM
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Re: Total Outage now 4 days...Line Seizure????
19-03-2015 9:14 AM
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Quote from: Chris Unfortunately as soon as an order is placed on a line the line state it set to 'ceased' on the wholesale side, this is to stop any other orders impacting it, however it also has the side-effect of us not being able to test for faults on the line.
I'm pretty confident there isn't actually a fault and it's simply that part of the migration to BT has completed early meaning you're stuck in the middle without a connection. Realistically your service should continue with us until the date of your migration to BT, we've done nothing to stop this happening.
I think it more of a case that PlusNET are - due to restrictions placed by BT Wholesale - now unable to do anything in respect of your line. It is no longer within their gift to manage / control.
In another browser tab, login into the Plusnet user portal BEFORE clicking the fault & ticket links
Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.
If this post helped, please click the Thumbs Up and if it fixed your issue, please click the This fixed my problem green button below.
Re: Total Outage now 4 days...Line Seizure????
20-03-2015 7:49 AM
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