Upgrade from FTTC to FTTP auth problem

[#1]

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@RobPN wrote: ... my original login was 'myaccountname@plus.net' (i.e. without the 'dsl').

... but at some point PN decided to update it to 'myaccountname@plusdsl.net' but I can still use either

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Likewise, my PPPoE login was always <accountname@f9.co.uk> and was never <accountname@plus...>

all the way up until I left last year.

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[#2]

I'm surprised that CS can't be more specific about what exactly what it is about the authentication that isn't working,

I'm sure that I've seen on here that @bobpullen has previously looked at somebody's PPP connection failures and was able to identify from server logs that the user had the wrong login-name or the received password didn't match to the account etc.

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[#3]

I get the feeling that front-line (telephone) staff have very little training, and work to rigid rules/procedures that do not entail using common sense.

[#4]

@jab1  it is also disappointing that looking at "Who's online" that there are currently three "STAFF" and two "ADMIN" active, but none have helped or replied to any questions today.  I thought this was supposed to be a support forum ?

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[#5]

I agree with you, @outcast - supposedly the 'staff' are supposed to be trained to answer questions, but it appears they are merely decoration, as they hardly ever respond on here - the vast majority of 'support' on here is from Community members.

[#6]

I appreciate the community support hugely. I find it frustrating being left in the dark about I.T. Issues. I’m used to jumping in and figuring things out. Downside of a technical background and a job in software delivery/technical delivery I guess - bit of a control freak.

On that note - it is odd to speak with a ISP front line support person who doesn’t understand technical jargon. His words not mine.

[#7]

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@outcast wrote:

@jab1  it is also disappointing that looking at "Who's online" that there are currently three "STAFF" and two "ADMIN" active, but none have helped or replied to any questions today.  I thought this was supposed to be a support forum ?

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As stated in the Forum rules, we Mods are fellow forum members, who have been around for some time, not Plusnet staff. We have no access to the Plusnet business system.

[#8]

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@C-B03 wrote:


On that note - it is odd to speak with a ISP front line support person who doesn’t understand technical jargon. His words not mine.

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That does not surprise me in the slightest - many years ago when I was 'IT  support' for family and friends I used to talk to first- and sometimes second-line support at various ISP's, and got extremely frustrated at the lack of basic knowledge they displayed - seemingly, the situation has not improved.

[#9]

@Baldrick1 - @outcast 's comment did not mention mods.

[#10]

Thank's @jab1  you beat me to it ! 

[#11]

I agree with you, @outcast - supposedly the 'staff' are supposed to be trained to answer questions, but it appears they are merely decoration, as they hardly ever respond on here - the vast majority of 'support' on here is from Community members

@jab1 I don't know what's happened in the last few days. We did have a number of new members in the Social Team a few weeks ago and it took a while for them to get into the swing of things. They did seem to have improved the response in the last couple of weeks but the last couple of days, I agree the response seems to have dropped...

[#12]

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@jab1 wrote:

@Baldrick1 - @outcast 's comment did not mention mods.

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@jab1 

I was about to say the same!

Edit: to add quote

[#13]

My apologies!

[#14]

That does not surprise me in the slightest - many years ago when I was 'IT  support' for family and friends I used to talk to first- and sometimes second-line support at various ISP's, and got extremely frustrated at the lack of basic knowledge they displayed - seemingly, the situation has not improved.

@jab1 I'm afraid that's what you must expect from a major ISP with a large customer base and support team. Some staff will be technically experienced but by and large support work logically to processes, reference material and scripts and so detailed technical knowledge is not needed. Yes, if you talk to support in the smaller ISPs (and we know who they are) you will get more technical awareness.

I have my domains and email with Mythic beasts and I've been most impressed recently with their approach to support. They don't have a dedicated support team, rather the normal technical staff answer support queries on a rota basis. It means that you get someone who understands the problem and can resolve it immediately. In their case it works because its not a huge customer base and support is handled by 'tickets'.

but by and large support work logically to processes, reference material and scripts

and that's almost certainly why, in this case where there's no PPPoE connection being seen, its identified as an authentication failure. Process determines send new router (probably because OR/BTw wont accept fault until that tried), if that doesn't solve it raise fault to BTw.

[#15]

Sadly, I take your point, @MisterW , but things seem to be regressing rather than progressing. I recall many years ago when I first joined PN, the support staff on the forums were proactive and reasonably knowledgable - at least they would give you a straight answer, even if was to say 'I don't know, but I'll find out' - which they usually did and let you know. These days, they don't have the courtesy to follow up, even when they promise they will.