BBC Watchdog
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BBC Watchdog
11-01-2017 8:39 AM - edited 11-01-2017 8:40 AM
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For everyone without Data services it may be worth contacting BBC Watchdog as it appears Plusnet are dragging their feet and not taking responsibility.
We don't know how many Plusnet customers are affected but on this forum alone it's a few hundred. I would image a few thousand customers all experiencing the same problem but being fobbed off by Plusnet customer services others are unaware.
Once Watchdog becomes inundated with this issue, it will be made publicly aware and Plusnet will have no choice but to speed things up.
https://ssl.bbc.co.uk/programmes/b006mg74/contact
or
email: watchdog@bbc.co.uk
Re: BBC Watchdog
11-01-2017 8:48 AM
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Good idea,
However, the problem certainly is in the public domain.
The Register have it as one of the lead stories this morning. https://www.theregister.co.uk/2017/01/11/plusnet_mobile_data_outage/
The really disappointing thing for me was when I phoned customer services yesterday to complain yet again about the lack of data service (been 5 days now) I got the usual apologies and that there was currently no ETA. However, when I asked the CS representative why hadn't PlusNet sent out texts to all customers about the data issues, or even put something on their website they said "Hmmm, yes, I had suggested that too and we were told that the business did not want to do that.". I guess the obviously prefer annoying customers and having them waste their time calling up customer services and clogging up the call centre.
Not a great start to my new mobile contract. Only joined last week! Very poor PlusNet.... the compensation for this had better be good.
Re: BBC Watchdog
11-01-2017 10:12 AM
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"We don't know how many Plusnet customers are affected but on this forum alone it's a few hundred."
LOL, did you stop counting after you ran out of fingers and just pick a number out of the air?
Re: BBC Watchdog
11-01-2017 10:20 AM
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Hi all,
The Network Support Team have confirmed that they have identified the issue that was preventing customers from using data. A fix was implemented last night for all new customers. We are working on a fix for any existing customers and will have further information later today.
- Rebeka
Re: BBC Watchdog
11-01-2017 10:22 AM
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Sounds like a SIM card provisioning issue then.
Re: BBC Watchdog
11-01-2017 10:24 AM
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Thank you for the response Rebeka, however I am a new customer having only received the activation SMS 'Welcome to Plusnet Mobile...." from Plusnet last night and yet data still does not work after reboots/checking APN and resetting to default.
Re: BBC Watchdog
11-01-2017 10:50 AM
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Hi vienly
You can try giving your phone a re-boot.
- Turn the handset off
- Take the SIM card out
- Leave it for a couple of minutes
- Replace the SIM card
- Turn the handset back on again
This refreshes the signal to the SIM card.
- Rebeka
Re: BBC Watchdog
11-01-2017 12:26 PM
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Rebeka I have tried this now, but still no data. I am a new customer to plusnet. Bought sim last week. What would you suggest?
Re: BBC Watchdog
11-01-2017 2:34 PM
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If your account/SIM card is already active then you're an existing customer. Any new customers are customers that accounts/SIM cards are due to activate from midnight last night onwards.
- Rebeka
Re: BBC Watchdog
11-01-2017 2:37 PM
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Any update @RebekaPreston? It's starting to get close to "end of day"
Re: BBC Watchdog
11-01-2017 2:44 PM
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Hi killsta,
Once we have any updates, you'll be able to find them at www.plus.net Go to the help and support tab and click on service update.
- Rebeka
Re: BBC Watchdog
11-01-2017 2:50 PM
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@RebekaPreston wrote:
Hi @killsta,
Once we have any updates, you'll be able to find them at www.plus.net Go to the help and support tab and click on service update.
- Rebeka
Hi Rebeka,
Will the 'updates' be found under the Home Phone / Phone section ? I ask as there's no section there for Plusnet Mobile.
Thanks,
Clive.
Re: BBC Watchdog
11-01-2017 2:51 PM
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I can't even see an acknowledgement of any mobile issues on the Service Status page...
Re: BBC Watchdog
11-01-2017 3:08 PM
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Hi killsta, @CliveArnold
You can find any updates over at https://community.plus.net/t5/Mobile/Mobile-Data-service-issues/td-p/1403832.
- Rebeka
Re: BBC Watchdog
11-01-2017 4:22 PM
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Done - filled in the watchdog form
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