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Just about had enough

chippie
Dabbler
Posts: 18
Registered: 04-01-2010

Just about had enough


ID.309356672
Ive had a prolem logging on to the net it started on the 20th Nov.
For the last three weeks I've had no service at all,5 hours on the phone,
one BT home visit,new router and still no service.Just excuse
after excuse after excuse.I'm sorry but I feel that the sevice Plusnet
have provided is an absolute disgrace.
9 REPLIES
drmiket
Grafter
Posts: 37
Registered: 02-12-2009

Re: Just about had enough

Hmmm - did BT charge you then since I presume they found no fault? (am suffering a similar fault/lack of fixing or even replying to the ticket).
chippie
Dabbler
Posts: 18
Registered: 04-01-2010

Re: Just about had enough


No charge as plusnet are sorting it out.
Still no service yet to be honest I realy don't
care any more I'll just wait for service to come
back on hit plusnet for down time then get shut.
Community Veteran
Posts: 26,678
Thanks: 902
Fixes: 10
Registered: 10-04-2007

Re: Just about had enough

Had you been told you were being moved across to 21CN?
jelv (a.k.a Spoon Whittler)
   Why I have left Plusnet (warning: long post!)   
Broadband: Andrews & Arnold Home::1 (FTTC 80/20)
Line rental: Pulse 8 Home Line Rental (£13/month)
Mobile: iD mobile (£4/month)
Community Gaffer
Community Gaffer
Posts: 13,236
Thanks: 974
Fixes: 83
Registered: 04-04-2007

Re: Just about had enough

Hi chippie, sorry to hear you're having problems Sad
I'm just taking a look at your account now to see if there's anything I can do to help...
Edit: Right, looks like you originally reported an intermittent connection problem back at the tail end of November. Whilst this fault was under investigation an order was placed to move you across to BT Wholesale's 21CN network for the reasons cited in the Service Status post here. Here's the relevant excerpt:
[quote author="Service Status"]We are continuing to migrate some of our ADSL customers across to BT Wholesale's '21CN' network. Whilst this network is commonly associated with ADSL2+ (Up to 20Mbps), it also supports ADSL 1 technology and has more spare capacity at the moment when compared to our 20CN platform. We intend on increasing the capacity available on our 21CN network at some point next week.
Since that order completed on the 17th December there haven't been any authentication requests hit our servers. This is almost certainly a botched migration and looks to me like your circuit isn't correctly to our virtual router or BBVR. Looks like the support team have acknowledged this and raised the fault with Wholesale but it's long been due an update (the current situation with the weather isn't helping faults backlogs).
I'll give the fault guys a nudge to see if we can get some movement on this. As it's been caused by actions on our part then I'm sure we can offer something in the way of compensation too once things are up and running again.
Really sorry it's taking so long to fix.

Bob Pullen
Plusnet Product Team
If I've been helpful then please give thanks ⤵

Community Veteran
Posts: 26,678
Thanks: 902
Fixes: 10
Registered: 10-04-2007

Re: Just about had enough

@chippie A bit of a long shot: Are you (or were your ever) on the PAYG RIN trial?
jelv (a.k.a Spoon Whittler)
   Why I have left Plusnet (warning: long post!)   
Broadband: Andrews & Arnold Home::1 (FTTC 80/20)
Line rental: Pulse 8 Home Line Rental (£13/month)
Mobile: iD mobile (£4/month)
chippie
Dabbler
Posts: 18
Registered: 04-01-2010

Re: Just about had enough


Still no connection 20days to date.
No I havn't been told I was being moved to 21cn,
and I havn't got a clue what PAYG RIN is.
The politics of what I get and how I get it are of no
interest to me,all I want to do is turn the PC on and
browse.Plusnet get payed a monthly subscription
to provide that service.If they don't provide that service
then that's Plusnets problem not mine.
As for this fault I can't understand why it takes upto 72
hours every time this fault is raised,yes the fist time but
if the problem isn't fixed correctly the first time then why
doesn't it go straight to the top of the list when it's raised
again.
Community Veteran
Posts: 26,678
Thanks: 902
Fixes: 10
Registered: 10-04-2007

Re: Just about had enough

Quote from: chippie
and I havn't got a clue what PAYG RIN is.

I hoped you say that - that's fine. It was a remote possibility - I saw another user having similar problems earlier today that was because of that so I thought it worth checking.
jelv (a.k.a Spoon Whittler)
   Why I have left Plusnet (warning: long post!)   
Broadband: Andrews & Arnold Home::1 (FTTC 80/20)
Line rental: Pulse 8 Home Line Rental (£13/month)
Mobile: iD mobile (£4/month)
Community Gaffer
Community Gaffer
Posts: 13,236
Thanks: 974
Fixes: 83
Registered: 04-04-2007

Re: Just about had enough

@chippie, as I understand it you've spoken to Brad today and BT Wholesale look to have fixed the fault? You've an ongoing session on our RADIUS servers which definitely looks promising.
I'm just going to take a look at your account now and credit you for the problems caused by the failed migration to the 21CN network...
Sorry again for the time taken to sort this one out for you.

Bob Pullen
Plusnet Product Team
If I've been helpful then please give thanks ⤵

Community Gaffer
Community Gaffer
Posts: 17,644
Thanks: 636
Fixes: 162
Registered: 05-04-2007

Re: Just about had enough

Quote from: jelv
I hoped you say that - that's fine. It was a remote possibility - I saw another user having similar problems earlier today that was because of that so I thought it worth checking.

FYI - we've now sent a ticket to all the customers still connecting on the RIN realm asking them to move back.
If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Staff