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Standard User umernalla
(committed) Wed 23-Jul-14 09:11:16
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Lack of Communications from PlusNet on Phone order


[link to this post]
 
Hi All,
Just want to check I am not worrying needlessly...
I signed up to PlusNet Phone and Fibre several weeks ago and today is meant to be my switch-over date.
My phone line has stopped working this morning and I have also received an email from PlusNet about the BT Engineer visiting to install my Fibre.
However, there is nothing mentioned about the Phone line stuff. Should I have received something about the Phone?

Bit worried because they had initially messed up the Phone switch-over date and this was supposedly resolved several weeks ago.
Also, on the account summary page it shows the Fibre related stuff is Complete/Activated. However, the phone line entry is still showing as 'Unconfigured'
One more thing, somewhere on my Account pages / Order tracking I saw a completion date of 24th July - cant quite find the page today...

Should I be worried?
Administrator MrSaffron
(staff) Wed 23-Jul-14 09:44:44
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Re: Lack of Communications from PlusNet on Phone order


[re: umernalla] [link to this post]
 
For a phone switch your old provider should have written giving you a 10 day window to object to the move, called Notification of Transfer (assuming its a WLR line) has that happened?

With WLR based services, the phone can move before or after the broadband.

The author of the above post is a thinkbroadband staff member. It may not constitute an official statement on behalf of thinkbroadband.
Standard User TheHorseman
(knowledge is power) Wed 23-Jul-14 14:24:52
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Re: Lack of Communications from PlusNet on Phone order


[re: MrSaffron] [link to this post]
 
I too am transferring my phone to PlusNet and have a transfer date of 29th July, 6 days away and I have heard nothing from BT regarding the phone move either. They have acknowledged the BB migration though.

BT -> Zen -> F2S -> Bulldog -> Be* -> BT Infinity 2 -> Plusnet Unlimited Fibre Extra
Say it with flowers, give her a Triffid smile


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Standard User umernalla
(committed) Wed 23-Jul-14 14:56:31
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Re: Lack of Communications from PlusNet on Phone order


[re: MrSaffron] [link to this post]
 
Sky did write to me a while back - sorry to see you leave etc.

Openreach engineer has been and the internet is now working.

I can hear a dial tone when I pick the phone up, but I still cannot dial out or dial in.
I get a dead tone once I finish dialling out and when I try calling in from my mobile I get a network busy tone...
It is now 7 hours since the line went down - has never taken this long before....Is that normal?

Speedtest results look good mind. But it won't count for squat with the missus if they mess up the phone!
http://www.thinkbroadband.com/speedtest/results.html...

Edited by umernalla (Wed 23-Jul-14 15:00:12)

Standard User XRaySpeX
(eat-sleep-adslguide) Wed 23-Jul-14 15:25:12
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Re: Lack of Communications from PlusNet on Phone order


[re: umernalla] [link to this post]
 
In reply to a post by umernalla:
I get a dead tone once I finish dialling out
What happens when you dial 1470 17070? Does it announce the right no. as "This circuit is defined as ..."?

1999: Freeserve 48K Dial-Up => 2005: Wanadoo 1 Meg BB => 2007: Orange 2 Meg BB => 2008: Orange 8 Meg LLU => 2010: Orange 16 Meg LLU => 2011: Orange 20 Meg WBC
Standard User umernalla
(committed) Wed 23-Jul-14 15:32:11
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Re: Lack of Communications from PlusNet on Phone order


[re: XRaySpeX] [link to this post]
 
I get as far as 1470 and get a dead tone...
If I dial slowly, the dead tone comes immediately after the 0..
Standard User XRaySpeX
(eat-sleep-adslguide) Wed 23-Jul-14 15:35:54
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Re: Lack of Communications from PlusNet on Phone order


[re: umernalla] [link to this post]
 
Try it as just 17070. I prefixed the 1470 just in case you had Number Withheld.

1999: Freeserve 48K Dial-Up => 2005: Wanadoo 1 Meg BB => 2007: Orange 2 Meg BB => 2008: Orange 8 Meg LLU => 2010: Orange 16 Meg LLU => 2011: Orange 20 Meg WBC
Standard User umernalla
(committed) Wed 23-Jul-14 15:56:11
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Re: Lack of Communications from PlusNet on Phone order


[re: XRaySpeX] [link to this post]
 
Thanks!
Ok - 17070 gives me some sort of menu.
I chose the Ringback option and then hung up.
I got a call thanking me for using the test facility.

What does this mean? Is the migration still ongoing? Bearing in mind it has been at least 9 hrs since I noticed the line was down.
Standard User RobertoS
(elder) Wed 23-Jul-14 16:06:05
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Re: Lack of Communications from PlusNet on Phone order


[re: umernalla] [link to this post]
 
Did it tell you the "defined as number"?

I suggest you call Plusnet using a mobile. It sounds to me like it isn't activated on your account. They probably haven't been notified yet OR have connected it.

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.
ISP Representative thatadamwalker
(isp) Wed 23-Jul-14 16:10:26
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Re: Lack of Communications from PlusNet on Phone order


[re: umernalla] [link to this post]
 
Hi there,
Happy to check the orders on our systems for you umernalla

Same goes Thehorseman.

Feel free to drop me a PM with a support ticket ID or a username.

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).
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