Moved package problems
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03-08-2018 8:49 AM
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2 weeks ago we went through the process of moving from a business package to a residential plus phone and tv package, we were told this would take up to 10 days, as we have still nor learned anything we phoned this morning only to be told it had rejected on the note, the advisor couldn’t understand why and asked asked us to try provisions department when they open? Can anyone throw any light on the matter as we are having trouble getting through. Thanks in advance
Fixed! Go to the fix.
Re: Moved package problems
03-08-2018 9:01 AM
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If a user wants to make such changes a new account has to be created. Obviously your case needs clarification from a staffer.
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: Moved package problems
03-08-2018 9:04 AM
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Yes, the new account was being created, all was discussed as the business is being slowly ‘retired’ so hence the change needed cheers
Re: Moved package problems
03-08-2018 9:12 AM
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Alan,
Ah, with that clarity, I can guess what has happened quiet easily … if you are seeking to retain the existing phone number. PlusNet's systems (understandably) do not allow two accounts to have the same phone line number. I do not recall the precise details, but I know there are compilations / industry rules about a CP "taking over" a line they already own.
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: Moved package problems
03-08-2018 9:16 AM
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Thanks townman, Have had this discussion with sales team, they seem to know the score re the phone and didn’t flag any problems when we sorted the paperwork, hopefully some answers soon cheers
Re: Moved package problems
03-08-2018 2:27 PM - edited 03-08-2018 2:28 PM
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Hi there.
From what I can see the change from a Business to Residential account is complete though your router is still connecting to the internet through your Res account.
If you can connect to your Biz account using the steps below we'll then close down your Res one.
1. Open an internet browser and type http://192.168.1.254 into the address bar
2. Press the 'Enter' or 'Return' key
3. Click on 'Basic Settings'
4. Enter the admin password, which is on the back of the router
5. Click on 'OK'
6. Click on 'Broadband'
7. Click on 'Disconnect'
8. Enter your broadband username, which is in the format of yourusername@plusdsl.net
9. Enter your broadband password, which is your account password
10. Click on 'Connect'
Let us know how it goes.
Re: Moved package problems
on 03-08-2018 2:47 PM - last edited on 03-08-2018 4:54 PM by Strat
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From what I can see the change from a Business to Residential account is complete though your router is still connecting to the internet through your Res account.
If you can connect to your Biz account using the steps below we'll then close down your Res one.
Thanks Gandalf, i'm getting confused why would i close my Res account I've just moved to it from Biz?
Moderator's note by Dick (Strat): Quote fixed.
Re: Moved package problems
03-08-2018 2:48 PM
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2 weeks ago we went through the process of moving from a business package to a residential plus phone
If you can connect to your Biz account using the steps below we'll then close down your Res one
…
- Enter your broadband username, which is in the format of yourusername@plusdsl.net
@Gandalf Have you got "Biz" & "Rez" interchanged here and at step 8 did you intend to refer to the Rez account?
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: Moved package problems
03-08-2018 2:51 PM
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Sorry about that. @Townman is correct, I got Biz and Res the wrong way round.
Re: Moved package problems
03-08-2018 2:52 PM
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I eventually got through to a member of staff this morning, she said all would be live in 10 mins and she would call back, which she dutifully did and said all was switched over now nothing else to do?
Re: Moved package problems
03-08-2018 2:54 PM
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do I still need to go through those steps mentioned? and can you confirm that there will be absolutely no interruption in service?
cheers
Re: Moved package problems
03-08-2018 2:55 PM
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Just make sure your router is configured to use your Residential account details.
Might be a too late now, but if you had a need to retain your Business email services (if hosted with Plusnet) did you make any arrangements to down-grade the business account to "Email only"?
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: Moved package problems
03-08-2018 2:57 PM
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Re: Moved package problems
03-08-2018 2:59 PM
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Thanks Townman, yes as we are winding down the business still need to keep email and web space running for existing client queries etc, all was sorted and agreed with PN cheers
Re: Moved package problems
03-08-2018 3:01 PM
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Ok thanks, just for clarity can you confirm my email address and webspace/site will not be affected by doing this? cheers
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