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Don't bother transferring to residential...

hodgeheg
Hooked
Posts: 7
Thanks: 2
Registered: ‎27-03-2023

Don't bother transferring to residential...

After the excellent service from @csmith94 with transferring my domains away (thanks again!), it is unfortunate that PlusNet have now managed to pull a shocking bit of customer service in transferring my business ADSL2+ service to a residential FTTC service.  The transfer was due to happen on the 9th, but because PlusNet sent the wrong order to OpenReach (that's the joy of leaving 'intrenal'(sic) notes in cases for customers to see), although I have full line sync showing there's no authentication possible on the line.  The standard response from CSC seems to be that "we're waiting on OpenReach, we'll chase and contact you back" - not that I get calls from them as promised anyway, and the latest update on the case seems to be suggesting that nothing is going to happen now until the 20th.

Given Sky have an offer of £25/month for a similar speed to what PlusNet are offering at my location, the hassle of a cancellation is gradually getting to the point of being less problematic than waiting another 3 days for CSC to tell me that they still can't get OpenReach to do what they want.

Case #233248218 if any PlusNet staffers want to see the full gory details.

 

4 REPLIES 4
adamwalker
Plusnet Help Team
Plusnet Help Team
Posts: 16,884
Thanks: 883
Fixes: 221
Registered: ‎27-04-2007

Re: Don't bother transferring to residential...

Hi @hodgeheg 

 

I've just had a read through the history of this (whilst gritting my teeth!) and I'm really sorry how things have worked out here.

 

It does look like you're back on now, can you confirm that it's working OK?

 

I'll make sure we do a deep dive into this to figure out why things went wrong in the first place and were also problematic getting it resolved. Do shout up if there's anything else I can help with too. 

 

Adam

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 Adam Walker
 Plusnet Help Team
hodgeheg
Hooked
Posts: 7
Thanks: 2
Registered: ‎27-03-2023

Re: Don't bother transferring to residential...

Hi @adamwalker , thanks for the reply.  Yes, things are up and running at last, and we seem to have a reasonable speed on the line.  I believe things have been escalated, and I'm expecting a chat with someone senior fairly soon.

I had an interesting chat with one of the escalations team shortly after the original post in this thread, who went through the technicalities of what happened, which was quite illuminating and probably has a few lessons to learn for future migrations - particularly from the legacy business platform,

Anyway, immediate crisis now resolved Smiley

Thanks again for getting back to me.

Townman
Superuser
Superuser
Posts: 23,199
Thanks: 9,719
Fixes: 162
Registered: ‎22-08-2007

Re: Don't bother transferring to residential...

May I enquire of the characteristics of the BIS to RES “transfer”. I’m likely to need to walk this path soon. To me the following are key…

1. Was the BIS account at the end of the contract’s minimum term?

2. Was the BIS account simply converted to RES alongside the upgrade? That is same account name?

3. If not at the end of the minimum term, were ETCs levied?

One of my referrals took a 24 month minimum term business contract weeks before closure of business services was announced. Do not want to go anywhere near BT. Am not prepared to pay ETCs in a scenario where Plusnet does not want to deliver the contract to term.

The ideal journey would be conversion of the BIS account to RES on the same account name for the residual period of the existing contract. If Plusnet cannot deliver that then contract curtailment with no ETCs would have to be a tenable position … if Plusnet refuse to honour their side of the contract to term.

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.

hodgeheg
Hooked
Posts: 7
Thanks: 2
Registered: ‎27-03-2023

Re: Don't bother transferring to residential...

Hi @Townman , sure some details for you.

 

1. Yes, well beyond minimum term by quite a few years

2. No. The BIS account needed to be terminated and a RES account opened to replace it.  This is apparently where the foul up happened in that the BIS account closure progressed too far before the RES account was fully provisioned.  From what I remember of the explanation there was further confusion as the BIS account was broadband only due to hysterical raisins, and the new account was phone and broadband.

3. N/a

 

i too was trying to avoid going anywhere near BT after various disputes I’ve had with them in the past…

 

hope this helps

 

cheers.