Existing static IP lost after house move and upgrade to FTTP

[#1]

Hi,

Having been a customer of PN for a long time with an FTTC connection and a static IP address, I recently moved house and had the opportunity to upgrade to full fibre. Unfortunately, despite being told by two separate support people that keeping my static IP address would not be a problem, I was disappointed to find on the new service activating today that I've lost my static IP. I rang support and was told that the two separate people had misinformed me and it was not possible after all and the only option to me is to leave plusnet.

Reading some of the threads here, it seems that may not actually be the case so I am a wondering if anyone here can help?

Thanks!

[#2]

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@aledh wrote:

Having been a customer of PN for a long time with an FTTC connection and a static IP address, I recently moved house and had the opportunity to upgrade to full fibre. Unfortunately, despite being told by two separate support people that keeping my static IP address would not be a problem, I was disappointed to find on the new service activating today that I've lost my static IP. I rang support and was told that the two separate people had misinformed me and it was not possible after all and the only option to me is to leave plusnet.

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Hi @aledh , welcome to the forums

As far as I know, you aren't supposed to lose your static IP after a product change or a house move.

Am tagging this thread for @Marsh (part of the Community Help Team).  Hopefully one of them will be able to get back to you fairly soon to clarify things.

Edited to add: REF: INC03070665

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[#3]

Hey @aledh,

I am so sorry this has happened to you while also being misinformed by the advisors. I will not be in the office tomorrow to get this resolved for you, however, @LexLex2020 & @lahbrannan1 should be able to pick this up for you

[#4]

@aledh sorry for what has happened. I've refreshed the broadband component on your account, which has sorted it for you. If you can just turn your router off and on, you'll get your original static IP back afterwards. 

[#5]

@Gandalf Amazing! Thanks so much for resolving this for me.

The CSA put in a cancellation request on my account since he didn't think that it was a resolvable issue and the only option was to leave PN, but now it's sorted please cancel the cancellation/transfer request! Thanks.

[#6]

@aledh glad to hear that! I've cancelled the request now and I'll feed this back to the agent's manager. 

[#7]

@Gandalf thanks for stepping in.

Surely CSC should be aware of the issue by now and the simple fix. Even if they (CSC) are not able to do the refresh they should have a procedure to pass it on to someone who can!

[#8]

As an external observer, it appears that agents who don't know procedures are making up their own ideas - to the detriment of their employers business.

[#9]

Hi @Gandalf
So just now it appears my account has been closed down. I got a flurry of messages saying things had been deleted then the service disconnected! Help!

[#10]

I've no idea how that happened, but I'm getting it raised for further investigation. 

Unfortunately, we can't bring your account back, but the service is still active in the supplier systems, so should be a relatively straight-forward task of setting up a new account and re-configuring your router to use the new username/password. Would you be able to give the contact centre a call on 03301239123 to create a new account? 

(edit)

@aledh you back online now? From where I'm sat, it looks like you are. 

[#11]

Hi @Gandalf , yes after a fair bit of time on the phone to support we got the service back up!

Lost the static IP at the moment, but one of your colleagues is hopefully going to give me a call back to sort that.

[#12]

Ah that's good to hear and apologies again for these issues. 

I've activated a static IP on your new account - if you can reboot once more, you'll pick it up. 

I'm seeing if we can get your original one back, though won't be able to guarantee it's possible. 

[#13]

Just been on the phone with one of your colleagues (possibly at the same time as you were looking at it, sorry!), and it's all sorted now. New static IP but that's fine.

[#14]

Ah no problem. Yeah I noticed, but glad it's sorted now! 

[#15]

I hope it sticks this time!! 😁