Old user - frustrating web signup (lack of it!)

Hi all !

Fibre has eventually found its way to my estate (2 years after the exchange was upgraded!) - looking around, now that Plus.net have an unlimited (but more importantly non traffic priority product) I'm looking at potentially moving back.

However, it seems that if you have a plus.net account already, you can log into the member portal, but not upgrade it from PAYG back to a dsl or fibre product. The links are there, you can click on them, but you just go round in a circle always ending up at the help assistant page as soon as you select the package of your choice.

Called plus.net to work out if there is an issue, but seems no - I cannot use their web-site to upgrade myself I have to call sales during the week (sales don't work at 10:30pm on a Sunday night!)

Whilst certainly the member portal seems to have been developed somewhat in the 5 or so years I think I've been away, sadly the frustration of it not being able to do something that should be simple still remains I see.

Is this an omen for what is to come? Especially as I have to take an 18month contract.... Regretting it slightly already and not even managed to upgrade/sign up yet.

Hrrmm :/

Will try and call sales during the week and see what can be done.

I had this issue. PN are unable to upgrade old accounts to fibre. I had to create a new account and raise a ticket for PN to migrate my referrals to it. I also retained my old account as PAYG.

In reply to a post by NormanB:

I had this issue. PN are unable to upgrade old accounts to fibre. I had to create a new account and raise a ticket for PN to migrate my referrals to it. I also retained my old account as PAYG.

Seriously? That's crazy...

I too have referrals etc on this account, be a pain in the rear to have to manage two accounts.. pah.. was bad enough having to cope with 1 account when Plus.net web-mail servers got hacked and all the addresses stolen from them.. even now I still get spam from that breach.

Might carry on looking around, see what sky can offer me (seems they only do 40mb though - weird..)

Edited by deleted (Sun 02-Jun-13 22:58:05)

In reply to a post by Tam:

I too have referrals etc on this account, be a pain in the rear to have to manage two accounts.. pah.. was bad enough having to cope with 1 account when Plus.net web-mail servers got hacked and all the addresses stolen from them.. even now I still get spam from that breach.

An my referrals are now on my new account. The only management required on my old account is to collect the emails. Easy.

In reply to a post by Tam:

I too have referrals etc on this account, be a pain in the rear to have to manage two accounts.. pah.. was bad enough having to cope with 1 account when Plus.net web-mail servers got hacked and all the addresses stolen from them.. even now I still get spam from that breach.

Might carry on looking around, see what sky can offer me (seems they only do 40mb though - weird..)

LMAO
Sky do have 80/20 ...
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.
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You can't order it online, you have to ring up! "Seriously? That's crazy."

Re two accounts - as has been said, you can transfer the referrals. And ever since you left, you've been managing two .

Ok, well I took the risk, seems I need to just create a new account and leave the old one running beside it..

Have signed up for 80Mb fibre and to switch my line rental to them.....

4 hours later - ticket ref:70295703 pops through

Welcome to plus.net - here's your new phone number .........

ERRRRR... NO!


Called support - seems someone has followed the wrong process and ordered me a new phone line instead of a transfer ......


Poor start ... It's gotta get better hasn't it?

Hi Tam,

Both sorry and feeling a bit let down my self about the problems you've had there. I assume from what I can tell that the issue with the transfer of a number is on it's way to being resolved but let me know if any more assistance is needed with that.

With regards to your referrals I can move those across from the old account to the new one for you, I'll just need to wait for the new account to become active first.

Likewise please let me know if you have any other concerns.

Adam

In reply to a post by thatadamwalker:

Hi Tam,

Both sorry and feeling a bit let down my self about the problems you've had there. I assume from what I can tell that the issue with the transfer of a number is on it's way to being resolved but let me know if any more assistance is needed with that.

With regards to your referrals I can move those across from the old account to the new one for you, I'll just need to wait for the new account to become active first.

Likewise please let me know if you have any other concerns.

Adam

Might as well keep the old account to be honest, if this doesn't go well might not need my new account

It now looks like my order is delayed while we wait for a cancel to complete on the wrong order, before a order can be issued again for the correct product.... not great strart for a speedy switch over I'm sure you'll agree.

Yep that's not great, sorry about that. Feedback will be passed on about that. Just let me know if there's anything further you need help with.

Adam

Yes..... Place the damn order !

Its now delayed for another day due to waiting for a cancel.. so that's PlusNet delaying the order by 3 days now.

On top of that o2 have just text me to tell me my phone line is to be cancelled....W.T.F. is going on at plus.net towers!

Can you fix it?

Edited by deleted (Tue 04-Jun-13 12:16:57)