Regretting Moving to Plusnet already
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Regretting Moving to Plusnet already
19-10-2017 5:07 PM
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Line went live today as planned and had email to say connect router etc,
Router connects but no internet connection. Orange light and red 'b'.
Username on the hub still has setup@plusdsl.net and default password.
Changed it to my username@plusdsl.net and my password, click connect and get orange light on hub.
It doesn’t save your password when you press the connect button, it reverts back to the default password.
Tried to reset the router but still have same problem.
Spent forever on phone to technical support who had me doing all manner of things including unscrewing the front off my little phone connection box !?? Still nothing.
I'm so fed up as I'd had numerous conversation prior to the move when I was constantly reassured all would go smoothly.
Not a good start and no idea when it might get fixed...
Re: Regretting Moving to Plusnet already
20-10-2017 3:41 PM
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Hi @NetExp
Welcome to the community forums and thank you for bringing your issue to our attention.
I can see that the fault has been raised and it is now with the relevant team who are investigating and testing this with our suppliers. Any further notifications and updates will be provided by them via the fault ticket raised on the account which can be found through this link here https://www.plus.net/wizard/?p=view_question&id=160209079
Once again I would like to thank you for contacting us via the community forums and if you need any further assistance then just get in touch and we'll be more than happy to help.
Re: Regretting Moving to Plusnet already
21-10-2017 12:18 AM
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Thanks for your reply. All very frustrating and disappointing. Has my account definitely been activated?
Also, can I just ask if my new Plusnet Router might be faulty. I have gone in to look at the Event log and there is a whole load of data for 22 March. Does this mean it's a second hand router?
At what point will the router be checked?
Is there a way to check this?
Re: Regretting Moving to Plusnet already
24-10-2017 3:18 PM
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Hi there,
It's looking like a fault rather than an issue with the router, BT Wholesale are looking into it for us and we'll be able to update you within the next few days.
Sometimes you might find logs from factory QA testing so I'd not worry about that.
Re: Regretting Moving to Plusnet already
25-10-2017 3:06 PM
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Re: Regretting Moving to Plusnet already
25-10-2017 5:00 PM
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Re: Regretting Moving to Plusnet already
29-10-2017 11:26 PM
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Could I have an update on this please. I am still very concerned that BT Openworld are saying they have no record of a fault at my address. Yet your comments above suggest this is the case.
You previously advised that you would be updating me by text message but this has not been happening and I am expected to keep logging in to check for progress. That’s not especially easy when I have no broadband and am continually having to top up my phone data to get online for work, job hunting, children's homework etc.
Is it better if I just give up and go back to Sky who seem keener to regain my business than Plusnet is to retain it? I’m sorry but I’ve lost all faith that this is being dealt with as quickly as possible.
So frustrated.
@adamwalker wrote:
Hi we've separated the threads but don't forget anyone can reply to a forum thread.
Please take a look at the updates I've added to ticket 160209079 today.
Re: Regretting Moving to Plusnet already
30-10-2017 11:21 AM
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Re: Regretting Moving to Plusnet already
30-10-2017 1:52 PM
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I have responded to your comment on the ticket...
Re: Regretting Moving to Plusnet already
31-10-2017 2:54 PM
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Re: Regretting Moving to Plusnet already
31-10-2017 4:20 PM
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Thank you Adam. I seem to finally be online after 13 very frustrating days.
I just hope things go smoothly from here on and my faith can be restored.
I look forward to confirmation regarding reimbursement.
Re: Regretting Moving to Plusnet already
31-10-2017 4:29 PM
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Re: Regretting Moving to Plusnet already
31-10-2017 6:38 PM
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@NetExp Congratulations on surviving the horrible experience, and with your sanity intact, but 13 days to provide broadband after line activation is a shameful performance on the part of PN.
I guess I am in the same boat now. After about 3 weeks of cancellations and re-orders my line was finally activated on the 24/10/2017 but since then getting the broadband has become a mirage. Horribly, from what I've seen of your experience, I dread to even think of what life would be in the coming days as I may also have to wait another week or more. PN I kept telling me I will be online in 48 hours and I kept burning money on 4G mobile data thinking it will only be for another 2 days.
What I can't get is why they can't just tell us the truth, when we signed up, what the waiting period would actually be so we can make adequate plans, especially those of us moving from another supplier. But of course that would make PN an outstanding provider... Well, why would they want to be?
What a shame!
Re: Regretting Moving to Plusnet already
01-11-2017 11:24 AM
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Re: Regretting Moving to Plusnet already
02-11-2017 3:47 PM
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