Help please

My connection has migrated and PN are telling me it hasn't.

I informed them yesterday that I had received a letter dated 31/10 claiming I hadn't given them a valid mac code and that I have a confirmation email saying they had received it on the 25/10. I asked if this was the reason my migration date had slipped from the 7/11 to the 13/11. The response told me they were well aware of my mac code and I need not worry.

Hey presto, no connection today and Martin at Aquiss responded immediately to inform me that their system showed the migration occurred today, 6/11. Very professional considering I am technically not his problem anymore. Plusnet have not yet responded to my ticket, raised at the same time.

My anger at this situation is not that it has happened, these things do, but at the fact that I clocked it yesterday and pre empted it. Very unimpressed Plusnet.

Can anyone tell me if I should set up my new plusnet router and try to connect, or better still could a rep contact me directly. I am currently struggling on poor 3G and an iPhone and would rather not sit in a phone queue for half an hour.

Thanks.

Setup and install your new router. Request must have been made by Plusnet to Openreach for transfer, for Aquiss disconnect.

In reply to a post by mrnelster:

Can anyone tell me if I should set up my new plusnet router and try to connect ....

Why on earth haven't you done? Surely that would be the obvious first thing to try?

You mean other than the repeated instructions via text, mail and email, not to set it up until contacted by plusnet?

Thanks for the construtive reply.

In reply to a post by flippery:

Setup and install your new router. Request must have been made by Plusnet to Openreach for transfer, for Aquiss disconnect.

I have and am now back online.

Thank you.

In reply to a post by mrnelster:

You mean other than the repeated instructions via text, mail and email, not to set it up until contacted by plusnet?

Yes, I meant exactly that. You did point out the invalidity of their "text, main and email" messages.

Thanks for the construtive reply.

Maybe next time something similar happens to you, in any context - not just broadband, you may regard it as such. Equally, do not blindly follow that advice in other contexts.

Just think a little . As flippery did, and I did except he beat me to it.

Edited by RobertoS (Tue 06-Nov-12 21:02:32)

Can understand the frustration if the phone queue is that long.

Would probably have tried PN details in router (esp if Aquiss confirmed it was no longer with them) but understand that there's still some way to go for smooth transfers to work, and how one can be left in the dark for some time.

FWIW, when I moved (out of my old place on 22/12/11, to stay at sister's home for 2 weeks then go into hospital) and then to get into new home on 23/01/12, PN were in contact week in week out (because every 7 days the ticket system would pop it in someone's queue of jobs) where I had no way to even give them the number of the line I was getting in new home...

Primus didn't even tell me line was active (I was using Three dongle at the time to check all my mailboxes) but once I knew it was, and the number, PN moved swiftly (but again one gets no call from Openreach - which would really be a nice touch if they could be bothered) and the ISPs probably depend on some queue of messages coming back from Openreach to update status on thousands of lines each week/month, so the delay (between line having active broadband service possible, and ISP being told) are perhaps not PN's fault.

In reply to a post by RobertoS:

In reply to a post by mrnelster:

You mean other than the repeated instructions via text, mail and email, not to set it up until contacted by plusnet?

Yes, I meant exactly that. You did point out the invalidity of their "text, main and email" messages.

Thanks for the construtive reply.

Maybe next time something similar happens to you, in any context - not just broadband, you may regard it as such. Equally, do not blindly follow that advice in other contexts.

Just think a little . As flippery did, and I did except he beat me to it.

The thing is had Aquiss not contacted OP. The OP would have been unaware of reason for disconnection. As Plusnet was quoting 7th then 13th of Novenber. Then it happened on 6th.
Black mark for Plusnet IMO.
Should have had letter from Plusnet detailing what to do when, Seems to be sorely lacking in this case.
Good to see OP is back on line, just hope customer service matches Aquiss, doubrful though.

I'm glad you think your post was constructive. Like I said, thanks for nothing.

But you would have done as I would, and as you advised the OP to do. Even before any contact from Aquiss. Note Aquiss "responded", so I presume he contacted them, not the other way round.

I see no reason why the OP didn't just try it. Simples!

But he thinks you are good, and I'm a pest. Such is life .

If I'd replied before you, I would have posted much the same as you did. I don't see why he opened the thread. I could have understood a moaning post after he had successfully connected off his own bat.

I assume he only crosses the road when the green man is lit.
_{Edit - typo.}

Edited by RobertoS (Tue 06-Nov-12 21:39:05)

They were very polite on the phone and as I said, these things happen.

All of the automated queue responses on the telephone helpline told me that my line had not yet been activated, when in fact it had. My enquiry as to whether the activation date slipping back at the same time as receiving a letter stating that I had still not supplied a mac code should be cause for concern, appeared to be brushed aside. Then on getting through to the helpline being told "Oh, so it has! That happens sometimes."

This is not a pop at PN, I'm sure after these teething troubles the service will now be fine and the polite UK call centres will be a breath of fresh air should I require further assistance.

And as I am apparently particularly stupid for "not" ignoring the advice that was given to me repeatedly, I suppose I will need it.

In reply to a post by mrnelster:

You mean other than the repeated instructions via text, mail and email, not to set it up until contacted by plusnet?

Yes, what had you to lose except time? You couldn't break it just by putting your PN creds in router and trying.

It's the perfectly obvious thing to do as the reply you had reasonably suggested.

You come here for help and you berate any suggestions trying to do so

I assume he only crosses the road when the green man is lit.

You are now just being plain rude. I bow to your router jockey status, but have enough electrical engineering status of my own to let such jibes bother me.

And apparently far more respect to boot. End of discussion.

I suggest the rudeness started here. And if you weren't capable of working out the best thing to do, even before getting confirmation from Aquiss that the migration had taken place, I think it is fair comment that you probably can't work out when to cross the road without a sign telling you so.

By the way, many people are killed or seriously injured because of blind faith in the green man. It is wise to use ones own judgement as well.

It seems you only like to be the one dishing out dirt, and don't like it when it's flung back at you.

Hi mrnelster,

I see that everything now appears to be up and running for you, if you've got any other questions or queries then please let me know and I'll be happy to help.

Thanks for the reply Chris, appreciated.

The new router supplied has died and the helpline could not get my existing linksys router to connect to PN even though it has been connecting fine up until the move from Aquiss fibre.

If you can offer any better assistant than hoping for a new router to arrive before the weekend, then please do. I will PM you my details. Thank you.

If your Linksys has a setup wizard and you haven't tried it, I suggest you do . Maybe do a factory reset first.

My Buffalo worked first go with that on IDNet and PN, (takes 2-3 minutes), but 100% failure rate when I manually configure.

I abhor wizards, but ....

Edited by RobertoS (Thu 08-Nov-12 13:46:18)

I have already sorted it via a couple of factory resets and then another reset of the BT modem, but thanks for the advice and apologies for my pevious snappiness. I'm sure you didn't mean it how I took it, so public apology due.

Thanks again.

I got rather snappy back! But I think you can tell from my previous post, I don't bear grudges. I'm glad you don't either .

I'm glad you got it working.

I got your PM, your replacement router is on it's way to you.

Give me a nudge if there's anything else.

Thanks Chris.