Plusnet post code problem

Hi everyone, this is my first post so please excuse me if I am in the wrong place.

I have searched the forum but cannot find anything that refers to my problem.

I want to change from talktalk to an ISP with a UK call centre and Plusnet appears to fit the bill. However I am not allowed to sign up because my post code is HU18. Now before anyone starts mentioning KC, I live about 25 miles away and their system does not cover the HU18 area.

I have spoken to their very pleasant staff and they tell me that they are not allowed a work around. Someone there has mis-programmed their system to exclude all HU post codes and no-one seems to be bothered about it except the customer facing staff.

So, as I can't join Plusnet is there a list somewhere of ISPs with UK call centres that don't charge the earth?

Thanks in advance for any replies

Have you checked your postcode on the BT Wholesale ADSL Checker? It is likely that it doesn't recognised your postcode either and that is the database that pretty much all ISPs use. Given that, it could be just as difficult with other ISPs. Ones that may be able to work around it that spring to mind would be AAISP and Zen. They charge more but may be able to work through the issues.

Or, post on the PlusNet forum on here that you have an issue with PlusNet not recognising your postcode (linking to this post as cross posting is general frowned upon) and hopefully one of the PlusNet reps will pick it up and may have more sway to get this fixed for you.

I'm raised a query on the Plusnet Community Forums where more senior support staff visit.

I got a reply .

It seems that there is no way round that blanket "Computer says no". The rep also says "I have raised an internal problem to get this issue looked at in the future, but it's unlikely to be fixed in a short timescale".

Thanks for your reply Ian72. The problem is just with Plusnet and started in July 2014 so I hear. I was previously with Plusnet at this address so it is not a post coding problem.

I could go with BT as they accept the post code but I think their call centres are in India too (there is no element of racism in this by the way).

I will do as you advise and put this on the specific thread for plusnet and see what happens.

Are you talking ADSLx or FTTC?

Thanks RobertoS, From my experience in IT the problem is probably inside an "IF - Then" type of group which would be simple for a programmer to change but getting someone interested enough to authorise the change will be the problem.

There is no point in jumping from the TalkTalk frying pan into the BT fire so as always the ones with the power win and I stay where I am.

FTTC is due in December according to BT. Currently ADSL2+

I've added over there that you were previously on Plusnet at the same address, but I doubt if it will alter anything.

That is terrible that PlusNet can't fix their own systems - they do seem to have these glitches and clearly need some decent coders to fix their internal applications. This isn't the first time where a computer issue has caused a problem at PlusNet and they seem not to have anyone around who can fix.

Have to say I am strongly considering Zen for my move in the new year. They aren't the cheapest but I am getting the feeling I will be better off there. I was swaying towards PlusNet but there are a few things just lately that are putting me off (despite me being with them before).

Hi ournev,

Really sorry to see our systems have scuppered you when trying to signup.

We do fully understand that some people such as yourself may have a Hull postcode but might live in an area that isn't served by KC.

There's evidently a fault with some of the logic in our signup process related to this so we've reported the problem internally.

Edited by deleted (Wed 19-Nov-14 16:46:00)

I think we habe to accept that coding errors occur and will take time to fix

The *really* disappointing issue is that PN do not appear to have a work around way of creating an account.

Or it maybe that no one at PN towers can be bothered?

In reply to a post by skandia2:

I think we habe to accept that coding errors occur and will take time to fix

The *really* disappointing issue is that PN do not appear to have a work around way of creating an account.

Or it maybe that no one at PN towers can be bothered?

It is definitely the latter.

I have had a reply from "customer services" (in quotes because I have received none) and they say that they know there is a problem but can't be bothered to do anything about it until other people complain. I cannot really criticise them too much because my MP wrote to them and they sent him the same reply which his office forwarded to me, in effect case closed because he can't be bothered either.

It is all probably just as well because FTTC is under installation in Hornsea and I guess I will receive several requests from ISPs to sign up to fibre. I will probably get one from plusnet too which will of course go into the recycling bin.

Plus �a change