No DSL 11 days after migration from PIPEX

Hi all,
As the subject matter suggests, I recently or should I say was due to migrate from Pipex to Plusnet on the 15th Feb.
On the day, my existing connection dropped off at 15:45 (was on a conference call at the time...work from home quite a bit) and that was it, the connection was not restored.
I got the migration complete mail from Plusnet on the Saturday morning (checked from my parents house....also on plusnet) so contacted customer support on Sat afternoon.

Of course I had to go through the usual checks.....router fault...connect to BT test socket etc etc...all to no avail, not that I ever though that my premises / equipment were to blame.
Migration due to take place on the Friday......connection drops on Friday...hmmmmm !!
A visit from a BT Engineer was scheduled for Friday past for which I had to take a holiday to accomodate(worth �60 to me), much to my annoyance due to the information above !!!
Of course the BT guy checks the line...no sync....no problem with the line, he also checked the jumpers etc at the exchange. He stated in my case no physical changes are required at the exchange and that the fault must lie with the migration transaction.

Now plusnet have come back and said they have found no fault and to check all the above again before they go back to BT or I might be liable to any cost incurred.......I getting a bit miffed about it all now.....

Now I must stress, the customer support has been excellent so far but I'm am starting to get a bit annoyed about it all to say the least !

I reason I moved to plusnet was to get a stable reliable connection as I use a VoIP soft client for conference calls to other countries in the evenings, I'm a Carrier Network Design Engineer. Had been with Pipex since 2002...all had been great until I had been migrated onto the Tiscali product without my knowledge....that's when I started getting connection problems.

Ah well.....maybe there will be some light at the end of the tunnel !!

Silly question really, but it has to be asked.

You made no mention of changing your user name and password. You did put your PN username ([email protected]) and password into the router?

It's not as uncommon as you may think for people not to change their details!!

Silly question accepted !!

Yes, changed my logon details over on the friday.......

I also, just to stop myself thinking i was going mad, took my router down to my parents house to try it...(currently on Plusnet funnily enough !!) and it connected straight away with my logon details.

Have you tried the stuff on this page (assuming that you have sync with the exchange).

If you can connect using the bt_test@startup_domain account but not with [email protected], then it may be that there's a problem with the configuration of your line.

If you've no sync, have you tried putting your details in here.

If BT think that there's already broadband on the line then, under the BT ADSL button on the results page, it'll say something along the lines of

"However, there is another service on your phone line (e.g. ADSL, LLU, DACS, etc) that would prevent you from ordering a new ADSL connection.
� Your BT ADSL code is: GEGEGEC"

If they think your line isn't enabled (i.e. there's been a cease on the line or it's never been provisioned) then the code will be � Your BT ADSL code is: GEGEGEZ.

If you've moved from Tiscali LLU to IPStream it could be quite likely (if there's no sync) that your line has either not been moved from their equipment or, if it has, that there's no ADSL been provisioned on the BT equipment.

Edited by paulby (Wed 27-Feb-08 13:20:39)

That's the problem, don't have sync....BT came and checked the line a my premises and the exchange and found no fault...he suggested that it was an issue with the migration transaction as no physical changes would have been made at the exchange.

Try here for help.
https://portal.plus.net/wizard/?helpheader=helpassistant

See my edited post above!!

Have you tried posting in the PlusNet community forums? One of their comms people would probably pick it up a bit quicker there.

Have you tried going through the tool at http://faults.plus.net ?

Edited by paulby (Wed 27-Feb-08 13:27:03)

In reply to:

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so contacted customer support on Sat afternoon.

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Which would be 16 Feb. It appears CSC are aware of the problem, but the OP is unaware of what, if anything, is happening

Hi there,

Could I possibly take a username or ticket number so that I can have a look into your fault for you?

It sounds like your Pipex connection had been LLU'd by Tiscali and BT OR subsequently bodged the rejumpering work to move you onto an IPStream service

We need to get onto BT asap and if necessary book another engineer.

I'm really sorry that you've had so much trouble since migrating.

Hi James,

I've just PM'd my details to you.

Thanks.

Stu.