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Standard User Malwaremike
(committed) Wed 16-Jul-14 15:55:36
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PLUSNET PLEASE HELP I'M DESPERATE


[link to this post]
 
PLEASE HELP, I,M DESPERATE
I bought a PN BB, line, calls Package last month believing I would get better service than BT. Our BT BB was disconnected early today but the Pn line has not been activated.

Last week I had emergency admission to hospital and will be here for eight wks. My poor wife who is alone, unwell herself and non-tech has struggled for hours today before finding that the swift changeover the salesdroid had promized has not happened. Indeed the PN tracker says it can take a week to activate line. She spent over an hour on the PN 'help' line getting only automated messages. She cannot order her scrips, mail me or handle our affairs which are all online.

Thanks a bunch Plusnet, your 'service' is just what a cardiac patient needs. I'm struggling with this Kindle on a borrowed connection and get nowhere with the support page. If anyone can give me a link to contact a person I would be very grateful.
Standard User RobertoS
(elder) Wed 16-Jul-14 16:06:25
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Re: PLUSNET PLEASE HELP I'M DESPERATE


[re: Malwaremike] [link to this post]
 
I've flagged it on the Plusnet forums for you. The reps will see it quicker there.

I wish you both all the best with your illnesses. Vey nasty frown.

My broadband basic info/help site - www.robertos.me.uk | Domains,site and mail hosting - Tsohost.
Connection - Plusnet UnLim Fibre (FTTC). Sync ~ 56.6/14.1Mbps @ 600m. - BQM

"Where talent is a dwarf, self-esteem is a giant." - Jean-Antoine Petit-Senn.
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Allergy information: This post was manufactured in an environment where nuts are present. It may include traces of understatement, litotes and humour.
Standard User RobertoS
(elder) Wed 16-Jul-14 16:08:03
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Re: PLUSNET PLEASE HELP I'M DESPERATE


[re: Malwaremike] [link to this post]
 
Just the broadband is off, and the phone works? Or both are off?

My broadband basic info/help site - www.robertos.me.uk | Domains,site and mail hosting - Tsohost.
Connection - Plusnet UnLim Fibre (FTTC). Sync ~ 56.6/14.1Mbps @ 600m. - BQM

"Where talent is a dwarf, self-esteem is a giant." - Jean-Antoine Petit-Senn.
~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
Allergy information: This post was manufactured in an environment where nuts are present. It may include traces of understatement, litotes and humour.


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Standard User Malwaremike
(committed) Wed 16-Jul-14 16:18:04
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Re: PLUSNET PLEASE HELP I'M DESPERATE


[re: RobertoS] [link to this post]
 
Phone still works, Pn said it would take two wks. PN forums would not let me post. Thanks Bob.
Standard User RobertoS
(elder) Wed 16-Jul-14 16:21:57
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Re: PLUSNET PLEASE HELP I'M DESPERATE


[re: Malwaremike] [link to this post]
 
The two weeks will be the phone transfer. Either something is up with the broadband migration, or the setup at your end which I didn't find dead simple.

What router is she using, the Plusnet 582n or your BT one?

My broadband basic info/help site - www.robertos.me.uk | Domains,site and mail hosting - Tsohost.
Connection - Plusnet UnLim Fibre (FTTC). Sync ~ 56.6/14.1Mbps @ 600m. - BQM

"Where talent is a dwarf, self-esteem is a giant." - Jean-Antoine Petit-Senn.
~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
Allergy information: This post was manufactured in an environment where nuts are present. It may include traces of understatement, litotes and humour.
ISP Representative thatadamwalker
(isp) Wed 16-Jul-14 16:37:20
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Re: PLUSNET PLEASE HELP I'M DESPERATE


[re: Malwaremike] [link to this post]
 
Hi there,

Sorry about the delay and for the issues contacting us.

Can you PM me ASAP with a ticket ID or a username so I an identify your account please?

Adam

EDIT: I've just seen your PM and will be in touch soon.

Thanks

Adam Walker
Plusnet Support Team
Service Status :: RSS :: Email

Edited by thatadamwalker (Wed 16-Jul-14 17:26:57)

The above post has been made by an ISP REPRESENTATIVE (although not necessarily the ISP being discussed in the post).
Standard User Malwaremike
(committed) Wed 16-Jul-14 16:39:10
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Re: PLUSNET PLEASE HELP I'M DESPERATE


[re: RobertoS] [link to this post]
 
Using PN supplied router. SHe pulled phone and Ethernet leads from hh and fitted both to pn router and fitted Pn power cable. Phone line is from new faceplate with builtin filter. Lights on on router but pn account site says line is inactive. Dont see how simple substitution could go wrong.
Standard User RobertoS
(elder) Wed 16-Jul-14 17:12:37
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Re: PLUSNET PLEASE HELP I'M DESPERATE


[re: Malwaremike] [link to this post]
 
Did she put the username and password into the PN router correctly? A common mistake is to enter just the account login username. The broadband username is username@plusdsl.net

I've got that wrong a couple of times when swapping routers.

Then the first time, it takes up to 15 minutes to connect properly and activate the account.

My broadband basic info/help site - www.robertos.me.uk | Domains,site and mail hosting - Tsohost.
Connection - Plusnet UnLim Fibre (FTTC). Sync ~ 56.6/14.1Mbps @ 600m. - BQM

"Where talent is a dwarf, self-esteem is a giant." - Jean-Antoine Petit-Senn.
~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
Allergy information: This post was manufactured in an environment where nuts are present. It may include traces of understatement, litotes and humour.

Edited by RobertoS (Wed 16-Jul-14 17:14:28)

ISP Representative thatadamwalker
(isp) Wed 16-Jul-14 17:29:00
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Re: PLUSNET PLEASE HELP I'M DESPERATE


[re: Malwaremike] [link to this post]
 
Thanks a lot for taking my call Mike.

Pleased to say this is now resolved and I'm passing on feedback regarding the mistake that led to your account's activation being delayed.

Adam

Adam Walker
Plusnet Support Team
Service Status :: RSS :: Email
The above post has been made by an ISP REPRESENTATIVE (although not necessarily the ISP being discussed in the post).
Standard User RobertoS
(elder) Wed 16-Jul-14 17:31:55
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Re: PLUSNET PLEASE HELP I'M DESPERATE


[re: thatadamwalker] [link to this post]
 
Is the user actually connected and running? My concern over username wasn't an issue?

My broadband basic info/help site - www.robertos.me.uk | Domains,site and mail hosting - Tsohost.
Connection - Plusnet UnLim Fibre (FTTC). Sync ~ 56.6/14.1Mbps @ 600m. - BQM

"Where talent is a dwarf, self-esteem is a giant." - Jean-Antoine Petit-Senn.
~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
Allergy information: This post was manufactured in an environment where nuts are present. It may include traces of understatement, litotes and humour.
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