House move disaster

[#1]

They confirmed that the line I'm on is the one they've been testing, so that is ruled out. They are sending out a new router and trying to get OR here asap. I'll be called tomorrow with an update.
Strangely, the router times out after about 30 seconds, so I have to login with admin + password again. Maybe that's the reason they're sending a new router to me. But the timing out makes diagnostics very difficult.
Very frustrating.

[#2]

At least you have got some fairly prompt action rather than waiting days. Lets hope the modem/router turns up quickly.

[#3]

A couple of things I do not think i  have  yet seen suggested by anyone  in this sorry saga:
Clear your browser history, cache and stored passwords - many's the time I have thought  I was entering the correct details for a log in,  only to find that "auto entry " was turned on and an outdated or wrongly remembered user name and password were stored by the browser. especially with a combination of a Plus Net supplied router and a browser like firefox or IE.
In fact reset your browser to default settings
Good luck!

[#4]

We tried clearing the browser today, tried alternative browser too, still no luck.
I can't understand why it worked perfectly for two days then just died, I did nothing different at my end.

[#5]

Tip: never allow the browser to save passwords for critical logins.

[#6]

Hi there
Sorry to hear the connection is still down.
I've messaged the faults agent who's looking at this for you and we'll try to get you a update today.
Apologies for the continued inconvenience.

[#7]

Thanks.

[#8]

Matthew,
Thank you for picking this one up.
Just to manage expectations here, what is your informed view on this issue - does it actually need a BTOR engineer visit as scheduled for 5th Jan or is this some configuration issue which can be resolved by "software configuration" by PlusNet and / or BTw?
Kevin

[#9]

New router arrived this morning, as I expected it made no difference at all. So I now have to wait until the 5th of January, at the earliest, for someone to look into this fault. That's just splendid. 

[#10]

So it's looking like something is broken at the exchange if all the relevant checks were carried out. I assume Plusnet spoke to BTw.
Whilst it seemed rather obvious that if the modem/router was in sync and could establish a PPP session with the @startup_domain then it's unlikely to be faulty, but I supposed sending another at least suggests that efforts are being made to resolve the issue.

[#11]

There is some hope that this will be reviewed between Christmas and New Year. 

[#12]

I'm not allowing myself to hope, I've switched to a completely pessimistic view so that I won't get too disappointed when I'm not connected until February.
That's what I'm telling myself anyway, I have to or the anger will eat away at me. 

[#13]

Please don't allow that to happen over Christmas, as it will spoil matters.
Happy Christmas!

[#14]

It won't completely ruin the festivities but the lack of broadband has killed my annual Skype video calls to far flung family and friends.
None of this should have happened, I first contacted Plusnet about my house move on the 3rd of September, so they could iron out any issues before I moved (that's what I suggested at the time anyway). Sadly, they don't think the same way, leaving the problem discovery part until after I'd moved in. A complete lack of foresight with a hefty dollop of Incompetence, in my view. I expected better.

[#15]

Whilst there might have been a dollop of incompetence by Plusnet, most of the incompetence here had been by Openreach to which there may have been an added dollop by BTw. However the current problem seems to be an Exchange equipment malfunction which is of course not caused by Plusnet.
You were however given misleading information when your connection was initially working at 2Mbps. That is the default on 20CN for the first 48hrs IIRC, not for the whole of the training period.
Certainly after this is resolved, Plusnet need to look at what went awry with the move process initially and why the orders went wrong. Also where the responsibility for the initial poor fault handling lies.