PLUSNET PLEASE HELP I'M DESPERATE

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.

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 .

Just the broadband is off, and the phone works? Or both are off?

Phone still works, Pn said it would take two wks. PN forums would not let me post. Thanks Bob.

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?

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

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

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.

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 [email protected]

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.

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

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

Is the user actually connected and running? My concern over username wasn't an issue?

Plusnet should learn from this. No excuse if they making mistake again in future.

Thanks Bob for your help, Adam of PN took swift actio and called me on mobile to say there had been error within PN re activation date, and he had fixed it. My wife is tired and I have more wires hanging off me than a computer so she will try agn tmorrow. Gnight all.

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On Wed, Jul 16, 2014 5:12 PM BST [email protected] wrote:

>RobertoS replied to your post at the site: .
>http://forums.thinkbroadband.com/plusnet/t/4342946-re-plusnet-please-help-im-desperate.html
>
>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 [email protected]
>
>I've got that wrong a couple of times when swapping routers.

Good luck. Make sure she uses that full username in the router, not just the account username.

Let us know how it goes, if you can.

Hope the OP and his wife make swift recoveries. PN fouled up and have confessed.

I thought that TR-069 automatic configuration did away with the need to enter your details with an ISP supplied modem/router.. Just plug in, wait for a minute and it all works. I know it's not 100% foolproof but it's worked on OK on the several occasions I've used it.

Hi RobertoS,

As per the last reply, it's sorted.

The account didn't activate due to a mistake made by an agent inputting the order, feedback has been passed on via their manager.

Line activated but no bb due authentication error. Wife, who has my affairs to clear following my emergency admission to hospital lazt week, gave up exhausted after 35 min ringing unanswered helpline. Adam, you have a pm.

Absolutely gobsmacked by this thread.

Flagged up again.

Hi,

We're already on top of this and I've been communicating with the OP via PM.

Cheers Adam .