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Plusnet Failure to Connect.

sickasapig
Newbie
Posts: 2
Registered: 19-03-2010

Plusnet Failure to Connect.

Moved to new home which had been connected to BT telephone and BT broadband.  Plusnet services ordered by me on the 18th of February, 2010.  Nothing happened!  Many emails later I was informed that there was a fault on MY home line!  Noticed (not informed by Plusnet) on the 10th of March that my telephone was connected - magic!  Phoned Plusnet using my new landline to request my broadband settings; however, I was told that I was not connected!  The Plusnet agent said that I was not connected as it did not say so on the system.  I assured the agent that I was not using a magic wand to communicate and asked the agent to confirm the number from which I was calling from.  The number shows up on the Plusnet automatic number recognition equipment but does not exist on the system! 
Today I spent another 40 minutes talking to two agents who tell me that my home telephone (from which I was speaking to them) was not connected!  Is it me?  Am I special or something?  Can I sell my magical powers of being able to communicate with the world over a telephone line which is not connected?
Being serious now - this looks to me as if BT (who own Plusnet) are trying to wind Plusnet down by discouraging new customers. 
I hope that others do not have to suffer this award winning poor level of service, best wishes.  Sickasapig.  Sad
6 REPLIES
Superuser
Superuser
Posts: 9,517
Thanks: 868
Fixes: 53
Registered: 06-04-2007

Re: Plusnet Failure to Connect.

Not at all. One 'benefit' of automatic ordering systems is that they look in a database to verify your line exists, and it isn't there (because a human has yet to add it)  the order is rejected. The fact you might have called in using the line in question unfortunately counts for nothing, the computer knows better. In fact if BT Retail who own Plusnet tried the same process they would probably be equally unsuccessful, because it is a BT Wholesale or Openreach system that needs updating, different companies within the BT PLC umbrella,
The problem you describe is not uncommon, and it is possible that by Monday the missing entry might have been added, so things can proceed. Otherwise one of Plusnet's provisioning specialists should be able to resolve the problem.
Please be patient over the weekend, I anticipate a member of Plusnet's Comms team will see this thread on Monday and get things moving for you.
David
David
Plusnet Help Team
Plusnet Help Team
Posts: 13,263
Thanks: 199
Fixes: 62
Registered: 27-04-2007

Re: Plusnet Failure to Connect.

Hi,
I've just noticed that this thread needs some attention. There is a ticket open against your account which explains what is happening with your order. At the moment I am dealing with our provisioning team to see if there is anything we can do to progress things at least a little quicker than the lead times and ETAs quoted. I have just done a detailed review of your ticket and I'm now looking to see if any training matters need to be addressed internally here too but the initial indications are that there are delays on the order to provision your service. Please bear with us and I will update this thread after 1pm.
If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
Plusnet Help Team
Plusnet Help Team
Posts: 13,263
Thanks: 199
Fixes: 62
Registered: 27-04-2007

Re: Plusnet Failure to Connect.

Hi again ,
I have just tried phoning you but I think you may have lost your signal as I could not hear you. I have updated your ticket. A fault with the stopped line we are needing to restart for you has delayed things here. A BT engineer visit is needed to rectify this and one has been booked pre-emptively. Please check your ticket and confirm if the time and date is convenient for you. Also to clarify as we are actioning a start of a stopped line we can only order broadband once the telephony service is up and running which should take a further 5 to 7 days.
If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
sickasapig
Newbie
Posts: 2
Registered: 19-03-2010

Re: Plusnet Failure to Connect.

Gentlemen,
Thank you for the grin  Wink
Please be advised that although Plusnet have now confirmed (at last) that my telephone line is actually connected and working (was it the 'puter which said so at last?), I remain broadbandless! 
Gentlemen, as actions speak louder than words would someone please get on with the job of securing a connection and cut out the ridicule.  Cheesy
Community Gaffer
Community Gaffer
Posts: 17,644
Thanks: 636
Fixes: 162
Registered: 05-04-2007

Re: Plusnet Failure to Connect.

Taking a quick look at your account, the broadband order has been placed and is due to complete on the 8th April (unfortunately due to the Bank Holiday weekend we lose 2 working days). I'll speak to the person who is looking after the order tomorrow to double check what's going on.
If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Staff
Plusnet Alumni (retired) orbrey
Plusnet Alumni (retired)
Posts: 10,540
Registered: 18-07-2007

Re: Plusnet Failure to Connect.

Hi sickasapig,
I've just had a chat with one of our prov guys and while the order is showing as due for the 7th he's requested an expedite which means we should have more information for you this evening. We'll update you later on but I'm happy to report things are looking good.