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Migration NOT supported? plus news on Insight

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Migration NOT supported? plus news on Insight

I've been a customer for about 6 months and have had enough. It's not just the repeated downtimes but also since the new upgrade connection to my favourite game server has been abysmal with good ping but frequent freezing/lagging. I don't expect that to be fixed any time soon so I'm putting my money to better use if I can. I wanted to confirm that I would be able to migrate myself and my mother to Nildram.

I first called Customer Support. Had been speaking to Anesh Mistri who did not even know what migration was and tried to transfer me to technical support. He has refused to transfer me to his line manager, has refused to give me his managers name or number and has admitted that he hasn't been trained. At several points during the call Anesh muted himself. It also took 6 attempts to get his surname as he initially refused to tell me.

At first I was told Yes and because I am on a monthly contract I would have to give 30 days notice. Not bad you think but it turns out that this takes me from halfway through this month into half of next month - ie 2 months notice and 2 payments.

I asked to be shown this in the T&Cs and Anesh told me it was up to me to read it!!! "However, if there is anything in these terms and conditions that you do not understand, please contact us by calling 0845 1425000." After some shouting from me he finally pointed me to Section 9 paragraph 5 :
"Without prejudice to section 10, you may terminate your contract with us at any time by giving us 30 days notice via the cancellation mechanism within the "Contact Us" section of the portal."

Wait wait wait I want a migration not a termination of the line. I don't want to have my line cut and then wait for reconnection with a fresh batch of activation fees.

I pointed him to the migration run-down on adslguide. Anesh then admitted that PlusNet don't support the migration process. It may be forthcoming in the future but that could be months off. He also refused to give me my CBT number - without which I cannot migrate.

Eventually he transfered me to tech support. It's not really a technical issue but as it happens Lee McKenzie could do Anesh's job better than him. He was willing to tell me the CBUK numbers that I need. He also said that he believed that I shouldn't have a problem going through the normal channel with Nildram.

Final point of interest: Anesh was able to confirm that PlusNet is owned by Insight.

This will also be posted on adslguide's forum and retained should any contact with OFTEL be required
2 REPLIES
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RE: Migration NOT supported? plus news on Insight

I had the same issue last week.
It looks as if the customer support guys have not been trained as to how exactly the migration process works.

There is a previous post from +net stating that they will be making a statement regarding migration.. I cant seem to find it anywhere though.

anyone else?

> I've been a customer for about 6 months and have had enough. It's not just the repeated downtimes but also since the new upgrade connection to my favourite game server has been abysmal with good ping but frequent freezing/lagging. I don't expect that to be fixed any time soon so I'm putting my money to better use if I can. I wanted to confirm that I would be able to migrate myself and my mother to Nildram.
>
> I first called Customer Support. Had been speaking to Anesh Mistri who did not even know what migration was and tried to transfer me to technical support. He has refused to transfer me to his line manager, has refused to give me his managers name or number and has admitted that he hasn't been trained. At several points during the call Anesh muted himself. It also took 6 attempts to get his surname as he initially refused to tell me.
>
> At first I was told Yes and because I am on a monthly contract I would have to give 30 days notice. Not bad you think but it turns out that this takes me from halfway through this month into half of next month - ie 2 months notice and 2 payments.
>
> I asked to be shown this in the T&Cs and Anesh told me it was up to me to read it!!! "However, if there is anything in these terms and conditions that you do not understand, please contact us by calling 0845 1425000." After some shouting from me he finally pointed me to Section 9 paragraph 5 :
> "Without prejudice to section 10, you may terminate your contract with us at any time by giving us 30 days notice via the cancellation mechanism within the "Contact Us" section of the portal."
>
> Wait wait wait I want a migration not a termination of the line. I don't want to have my line cut and then wait for reconnection with a fresh batch of activation fees.
>
> I pointed him to the migration run-down on adslguide. Anesh then admitted that PlusNet don't support the migration process. It may be forthcoming in the future but that could be months off. He also refused to give me my CBT number - without which I cannot migrate.
>
> Eventually he transfered me to tech support. It's not really a technical issue but as it happens Lee McKenzie could do Anesh's job better than him. He was willing to tell me the CBUK numbers that I need. He also said that he believed that I shouldn't have a problem going through the normal channel with Nildram.
>
> Final point of interest: Anesh was able to confirm that PlusNet is owned by Insight.
>
> This will also be posted on adslguide's forum and retained should any contact with OFTEL be required

N/A

RE: Migration NOT supported? plus news on Insight

> I've been a customer for about 6 months and have had enough. It's not just the repeated downtimes but also since the new upgrade connection to my favourite game server has been abysmal with good ping but frequent freezing/lagging. I don't expect that to be fixed any time soon so I'm putting my money to better use if I can. I wanted to confirm that I would be able to migrate myself and my mother to Nildram.
>
> I first called Customer Support. Had been speaking to Anesh Mistri who did not even know what migration was and tried to transfer me to technical support. He has refused to transfer me to his line manager, has refused to give me his managers name or number and has admitted that he hasn't been trained. At several points during the call Anesh muted himself. It also took 6 attempts to get his surname as he initially refused to tell me.
>
> At first I was told Yes and because I am on a monthly contract I would have to give 30 days notice. Not bad you think but it turns out that this takes me from halfway through this month into half of next month - ie 2 months notice and 2 payments.
>
> I asked to be shown this in the T&Cs and Anesh told me it was up to me to read it!!! "However, if there is anything in these terms and conditions that you do not understand, please contact us by calling 0845 1425000." After some shouting from me he finally pointed me to Section 9 paragraph 5 :
> "Without prejudice to section 10, you may terminate your contract with us at any time by giving us 30 days notice via the cancellation mechanism within the "Contact Us" section of the portal."
>
> Wait wait wait I want a migration not a termination of the line. I don't want to have my line cut and then wait for reconnection with a fresh batch of activation fees.
>
> I pointed him to the migration run-down on adslguide. Anesh then admitted that PlusNet don't support the migration process. It may be forthcoming in the future but that could be months off. He also refused to give me my CBT number - without which I cannot migrate.
>
> Eventually he transfered me to tech support. It's not really a technical issue but as it happens Lee McKenzie could do Anesh's job better than him. He was willing to tell me the CBUK numbers that I need. He also said that he believed that I shouldn't have a problem going through the normal channel with Nildram.
>
> Final point of interest: Anesh was able to confirm that PlusNet is owned by Insight.
>
> This will also be posted on adslguide's forum and retained should any contact with OFTEL be required

Hi Chris,

I've responded to your posting in ADSLGuide regarding this.

Kind Regards,
Rob
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