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

Tried phoning them yesterday: over an hours waiting time!

In reply to a post by hk11:

Tried phoning them yesterday: over an hours waiting time!

Ouch.

That's why I said wait until their phone support starts, you need to get in there quick.

So 15 mins to go.

Paul

I didn't pick a date

Definitly still with EE, a migration takes 10 working days....a full 2 weeks AT LEAST.

Ian

Not sure what plusnet will be able to do. If the OP only signed up on Saturday then it should still be in the 10 days window before the new supplier actually actively does something. The 7th must be about the quickest PlusNet could do it under Ofcom migration rules. What EE seem to have done is jumped the gun and disabled the OPs login whilst they still have the line. Can only see that this is something EE can sort and not in PlusNets gift.

EDIT : As Ian says it is 10 working days that suggests the 7/12 is out as well if it was only ordered on Saturday. By my reckoning it should be at least the 14/12 before PlusNet should be allowed to take it over according to the migration rules.

Edited by ian72 (Tue 01-Dec-15 08:15:49)

In reply to a post by ian72:

Not sure what plusnet will be able to do. If the OP only signed up on Saturday then it should still be in the 10 days window before the new supplier actually actively does something. The 7th must be about the quickest PlusNet could do it under Ofcom migration rules. What EE seem to have done is jumped the gun and disabled the OPs login whilst they still have the line. Can only see that this is something EE can sort and not in PlusNets gift.

EDIT : As Ian says it is 10 working days that suggests the 7/12 is out as well if it was only ordered on Saturday. By my reckoning it should be at least the 14/12 before PlusNet should be allowed to take it over according to the migration rules.

Agreed, which was why I said "It might just be that EE has handed over your line and Plusnet isn't ready yet." which is true if you think about it.

And talking to Plusnet support would of answered that.

Paul

And talking to Plusnet support would of answered that.

If you can get hold of them
I would rethink who I signed up to if I had to wait an hour for support to answer my phone call.

Not too late for the OP to cancel the migration and find a supplier with better (quicker) support.

Edited by ian007jen (Tue 01-Dec-15 08:34:46)

In reply to a post by ian007jen:

And talking to Plusnet support would of answered that.

If you can get hold of them
I would rethink who I signed up to if I had to wait an hour for support to answer my phone call.

Not too late for the OP to cancel the migration and find a supplier with better (quicker) support.

Yeah, there is that.
Lets wait to see what the OP decides.

I know in our case we have very little choice on who we go with for broadband due to we are scheduled for FTTP, I say scheduled due to we have had all the hardware in the chambers and up the pole since end of 2011, just seems not fully ready yet, so in our case BT is the only reasonable choice, there is Zen, but I am not paying twice the price, good support or not.

Paul

They can't "Hand over the line" new system does not work like that, the only possible issue could be they have deleted the customers PPP details, but that would not explain the BTW landing page. My guess is there is a fault somewhere but EE being EE don't want to pick it up as they are just looking and thinking the line is moving it must be that.

Phoned again dead on 7.30 am and I am still waiting to speak to someone!

In reply to a post by hk11:

Ordered Sat morning.

Saturday 28 November or Saturday 21 November? If it was the 28th then it's impossible for you to be with Plusnet on 7 December, but spot on if it was 21 November.

Once Plusnet place the migration order it is largely out of their hands. There is a 10-(week)day cooling off period on the new migration system to allow you to change your mind and neither BT Wholesale or Openreach should do anything.

As vivaciti says, it sounds like a straight fault on the line anyway, with a chance it is an EE cockup.

Any suggestions on how I can get some action please?

A cock up by EE: never!

You need to provide more info. When exactly did you order the PlusNet connection?

How do we know that it's not 7th for the phone take over and then a further wait for the broadband?

In reply to a post by hk11:

Phoned again dead on 7.30 am and I am still waiting to speak to someone!

Hmm, well that really sucks, even BT isn't that bad.

Paul

The GC 22 10-day period before the transfer takes place applies to phone connections as well as broadband.

Order placed 21/11/15 according to Plusnet website.

I would get Plusnet to check that EE have not ceased both the line and broadband.

You should by now, or at least tomorrow, have letters from both telling you what is happening from their point of view.

Did you simply place the order(s) with Plusnet, or did you ring EE first? Possibly even saying you were cancelling your contract with them.

I still have the phone line: hence my calls to Plusnet and EE.

I have a letter from Plusnet, but don't expect anything from EE.

I emailed EE telling them I was contacting Plusnet, but would be very surprised if they read it. If they did it will be the first they have!

There should be no need at all to contact EE in order to migrate away. However, they do get notified automatically about it. When they get the notification the following should happen, (I've included the Gaining Provider section as well):-

Notification Letters

22.10 When a Customer enters into a contract for the provision of Communications Services, the Gaining Provider must send that Customer a letter. The letter shall set out in clear and intelligible terms:
(a) the date of the letter;
(b) that the Customer is transferring their Communications Service;
(c) all Communications Services that will be transferred;
(d) where relevant, the Calling Line Identification of all Communications Services that will be transferred;
(e) a reasonable estimate of the Migration Date;
(f) the right of the Customer to terminate the contract as set out in Condition 22.5, the means by which the right to terminate can be exercised and the date by which the right to terminate must be exercised; and
(g) relevant contact details.

22.11 The Losing Provider must, in accordance with the industry agreed process, send the End-User a letter. The letter shall set out in clear, intelligible and neutral terms:
(a) the date of the letter;
(b) that the End-User is transferring their Communications Service;
(c) all Communications Services that will be transferred;
(d) where relevant, the Calling Line Identification of all Communications Services that will be transferred;
(e) all Communications Services or other types of services provided by the Losing Provider that the Losing Provider reasonably expects to be directly or indirectly affected by the transfer;
(f) all Communications Services provided by the Losing Provider that the Losing Provider reasonably expects to remain unaffected by the transfer;
(g) a reasonable estimate of the Migration Date;
(h) relevant contact details.

22.12 Where a contract is entered into with a Customer for the provision of Communications Services within Openreach�s Access Network, the letter sent by the Losing Provider in accordance with paragraph 22.11 shall, in addition to the information listed therein, set out in clear, intelligible and neutral terms:
(a) an explanation that the transfer will automatically take effect on the Migration Date and that no contact is required with the Losing Provider to cancel their existing service;
(b) an explanation that after the transfer, the Customer will receive a final bill including any Early Termination Charge that is due;
(c) an explanation of the applicable Early Termination Charge as set out in the contract;
(d) the means by which the Early Termination Charge must be paid;
(e) the amount of the Early Termination Charge due at the estimated Migration Date;
(f) where applicable, the impact of the transfer on the prices of all continuing Communications Services; and

22.13 The letters under paragraphs 22.10 to 22.12 must be sent in paper or another Durable Medium. The letter must be sent by normal post, unless the Customer has explicitly agreed to receive correspondence electronically, such as through verbal consent in a call or through electronic confirmation when ordering online.

Ofcom General Condition 22. EE appear to be in breach, so should be reported.

I know - if it's 10 days for the phone and wasn't a simultaneous order it could be many days more.

One of the clauses says a simultaneous transfer should be set up if at all possible. Probably a bit beyond Plusnet .

In your earlier post I took you to mean perhaps the phone was happening after 7 days, as at that time we didn't know the order was on 21 Nov rather than 38 Nov . The OP was Mon 30 Nov and on Tue 1 Dec we were told the order was Saturday.

Thanks Robert.

Email sent.

How can I "talk to Plusnet support"? All I get is a recorded message and then music for hours!

I don't actually require support, just the ISP to do their job.

Order was for phone and broadband, if that helps?

LOL

There's nothing Plusnet can do until the 7th, when they take over the line. But as jelv and I have been sort of discussing, they may not have ordered a simultaneous transfer. They have a habit of taking over the line then ordering the broadband transfer .

I assume you have a Plusnet account now. You should be able to sign up to the Community forums. Then you can probably get one of the Plusnet reps to look into your order and try to make it all happen smoothly. They are good guys, though a bit hamstrung these days by higher management.

If you can't sign up there I can raise an alert for you asking for one to pop over here.

Thanks: I'll do that.

"Connection Problems

Sorry, SMF was unable to connect to the database. This may be caused by the server being busy. Please try again later."

It's a separate registration. That's why I said sign up. Your username can be different but that's optional.

Yes: I am familiar with this. I have an account from a few years back.

Posted now: cheers.

You might want to enter your plusnet username and password into your modem/router to see if the migration wasn't accidentally done a week early. The bt wholesale page you are getting suggests this might have been what happened. Hope this helps or even fixes the problem, Hector Graham.

Already tried that: thanks.

"Test Results
Test Succeeded DSL
Test Failed ATM
No ATM activity detected on your DSL line.
Test Failed PPP
Your connection is currently down."

Compared to test connected with EE login :-

" Test Results
Test Succeeded DSL
Test Succeeded ATM
Test Succeeded PPP
Test Succeeded IP
Test Failed Internet
Disabled/Not OKConnectivity to Gateway (81.146.165.2)"

Edited by hk11 (Wed 02-Dec-15 00:16:08)

In reply to a post by hk11:

no chat option and ...

if you are using ad blocking and cookie blocker tools, that seems to disable the chat option, so disable them to use the chat option

Thanks for the tip.

In reply to a post by RobertoS:

If you can't sign up there I can raise an alert for you asking for one to pop over here.

No response to my post, so perhaps you can get one to "pop" over there.

TIA

Latest on this :-

http://forums.thinkbroadband.com/freeserve/t/4451288...

So it would seem I was right all that time ago ......

http://forums.thinkbroadband.com/general/t/4450700-r...

EE would seem unable to hit a pigs [censored] with a banjo, good job you are leaving them, and what a shame they cannot even get your leaving them right.

Apparently it isn't EE's fault as such, but Ofcom's rules.

http://community.plus.net/forum/index.php/topic,1462...

Having said that I've never experienced such a bad ISP as EE and I've had a few! Been with them eight months and they still can't bill me correctly and don't answer my correspondence.

Edited by hk11 (Thu 03-Dec-15 11:28:11)

I see from that Community thread there's no need for me to post there.

However, there almost certainly isn't a fault, so Ofcom rules not causing a problem. As you posted earlier, EE have closed your account with them - against Ofcom rules.

The fact you are landing on the BT Wholesale page shows your connection is working. Via an EE connection.

The fortunate thing, though it may be wise to check with Adam over there, is that with your migration order being on the line that the broadband Cease EE may have placed on your line will have been rejected by Openreach. Adam should be able to confirm all is OK.

Thanks for your time.

See here :-

http://community.plus.net/forum/index.php?topic=1463...

for latest.

That reads as though nobody is aware that EE closed your account. The fact that Harry thinks Openreach now seem to have done the migration ahead of time is interesting.

In fact, as the phone still works, i.e. EE haven't cancelled that, if Plusnet can be persuaded to activate your broadband account manually I wouldn't be surprised if your PN broadband started working.

Would be nice if they would.

From what I read 'Harry" seems to think an exchange fault has been found ???
Can he be asked for more technical detail ?

The telephone line still works through it, and that the OP hits the Btw page would imply that the port works also. I still think EE actioned the cease too early.

It's only his account they ceased, but if OR have done as Adam says, i.e. the migration, then no point in trying to reactivate EE account.

Plusnet technically can activate his with them and if it works the world is good. If it doesn't, nothing is lost.

Edited by RobertoS (Thu 03-Dec-15 15:58:47)

EE to Plusnet, that's Btw to Btw, so the 'landing page' the OP is seeing is just there because EE's request to have the service ceased has been actioned by Btw (my informed guess)

then no point in trying to reactivate EE account.

Except of course he is the OP's current CP until the 7th, they have to sort this.

Except that once activated he will be billed from that date even if it doesn't work whereas if left until completed properly he will only be billed from the date it actually goes active.

Easily sorted with a credit note if necessary. The rep would know, so no problem.