No-mans land

Currently with EE and was connected OK this morning. This evening I am just getting the BT landing page. When I phoned EE they said my new provider had taken over my line, but Plusnet login isn't working and they say I won't be connected till 7th December. How can I establish who has control of my line?

Edited by hk11 (Mon 30-Nov-15 21:57:34)

Is the 7th the date you have been told is the day for migration of service ? If so, then EE should be resolving faults up until that point.

I agree that they should but they aren't interested in doing so.

I've been with a dozen or more providers and I have never had such a total lack of customer care that I have had with EE.

When did you order the migration with Plusnet? Did you pick a date 3 weeks ahead of that for it to happen?

Ordered Sat morning.

I didn't pick a date, as far as I remember. Just wanted away from EE as ASAP.

Bit of a silly question, but have you checked what gateway ip address your modem/router is connected to?
Then do a lookup on who owns that block of IP's and that should give you who is in control of your line.

Well in theory that is.

Paul

Not silly: I had already thought of that, but how do you contact BT Wholesale?

In reply to a post by hk11:

Not silly: I had already thought of that, but how do you contact BT Wholesale?

If you are moving from EE over to Plusnet, well Plusnet's parent company is BT (i.e. a BT Group what ever) so you could just contact Plusnet using their contact us page:
https://www.plus.net/home-broadband/contact/

I know BT are very slow handling new customers that have left an other provider.

We was waiting for a few weeks before BT resolved the issue.
This was due to BT was getting confused on what was going on, basically my younger brother moved out and took his broadband with him, leaving us with no broadband on our line, and BT in their confusing treated it as a migration and was insisting for a MAC code, but sadly due to it wasn't a migration due to we had no broadband on our line and that there was no MAC Code to give, and after a few weeks of telling them that, they agreed and set up our broadband with them.

But I am sure this could of happened to any provider.

Paul

No phone before 7.30am, no chat option and current ticket says "Current average response time:17 hours 18 minutes 34 seconds" Not much of a choice is there?

In reply to a post by hk11:

No phone before 7.30am, no chat option and current ticket says "Current average response time:17 hours 18 minutes 34 seconds" Not much of a choice is there?

Ouch, that kind of sucks.

I would wait until their lines open up and explain what's happened, they might be able to help.

It might just be that EE has handed over your line and Plusnet isn't ready yet.

Paul