no broadband after delayed house move

[#1]

Hi,

I scheduled a house move which got delayed. I resheduled with Openreach, naively thinking they would let plusnet know. Now my line has been terminated and there doesn't seem to be a way to get it back. Luckily I am able to use my next door neighbours wifi, but not for long. What options do I have? I may not move house for months now.

Thanks

Phil

p.s. I have been a plusnet (force9) customer for over 25 years and seem to have been cut adrift! Customer service were quite rude to me and didn't offer a solution.

[#2]

@philpav How did you 'reschedule with Openreach'? All these things should be done via your ISP, as OR  are their suppliers, not yours. Probably why they didn't inform PN.

[#3]

Openreach sent me a text with my appointment details. It said "to reschedule click here" which took me to a calendar and I chose a new date. I assumed that was a valid thing to do.

[#4]

Fair enough - but although that would reschedule the OR appointment, I doubt they would inform Plusnet. If I am wrong, no doubt someone will correct me.

[#5]

I got a decent customer service rep yesterday and back online today. Thanks Plusnet!

[#6]

Text from Openreach saying engineer going to "new" address today. Should be interesting. Also arranged a house move from the "new" address back to my real address as plusnet had no record of a service (that I currently have and am using to type this) at my actual address..

[#7]

Lost internet again today. Portal still showing as house move in progress. Text helpline doesn't recognise my mobile number any more. Losing the will to live...

[#8]

Hiya Phil, 

It looks like the order is still processing and will complete anytime up to midnight on the 09/04/24. 

We will keep you posted here.  

[#9]

Now I have lost all access to my my email accounts. Portal says my account is closing down.

Openreach messaged me to say I have service now. That is not correct. I suspect it does not match up on the plusnet side.

<Redacted> was dealing with it yesterday, hopefully it will get sorted asap today.

Moderator's note:
Personal information removed from a public forum (to an area that staff can see).

[#10]

Help Assistant

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[#11]

screenshot

[#12]

ok, so apparently, plusnet have actually deleted my account. They have lost all my mailboxes. 750MB of mails. I now cannot send or receive emails from my domain.

Being a customer going back to the 1990s / Force9 days, it is quite sad to lose my original username.

Do Plusnet do backups? Can I get my mailboxes back when they setup my "new" account?

My MX record goes to mx.core.plus.net.

[#13]

now they want £50 off me to set up a new account [-Censored-]

[#14]

@philpav sorry to hear that. If it's been caused by us we should be able to re-set up the account and get the emails back. Did the customer options team mention that at all?

[#15]

Hi Will, they told me the emails were gone and I couldn't get them back. They set me up a new account with a new username!