2 weeks without service :(

A friend of mine is with Plusnet and he hasn't been able to use the service for just over a fortnight now. Plusnet has stated it's a problem at his local exchange and there waiting from an update from Tiscali!?!
He's asking me for advice as what he can do to try and speed things up but I'm no expert so I'd though I'd ask you guys
Any help greatly appreciated!

Pray ..... its pretty much your only option.

Sorry ... welcome to PlusNet

Ask for a transfer back to IPStream. Don't take no for an answer, they should do it. You really don't want to be on PN/Tiscali LLU, working or not.

sorry to hear you are having problems

try asking via private message http://bbs.adslguide.org.uk/sendprivate.php?Cat=&User=mrblobby&Board=&Number=&what=online&page=&view=&sb=&o=&fpart=&vc= (mr blobby to see if he can help)

if not try registering and using this site

http://usergroup.plus.net/forum/

Ged

Your reply justifies the claims of some that when someone posts asking for help with a problem it is used to have a go at the ISP, and does not address the posters query in any way, certainly does not encourage the OP to post again with that sort of flippant reply I would have thought.

Suggest that if some relevant support cannot be offered desist from posting and let those who want to help do so. That is what our BBS is primarily set up for.

Hi

No offense meant personally because I imagine moderating something the size of AG must be something of a Herculean task and I applaud you for even attempting it.

But do you not think that your comments and suggestions are perhaps a little late even though they are perfectly correct...... I mean what do we have now: the CS staff have left....... the forum is only just holding onto PUG contributers, and the original poster in this thread has been only one of a few genuine queries I have seen in this forum for a good while and unfortunatly recieved a reply that was for me fully expected: but to address the balance they did recieve a couple of helpful replies.

As I said there is no offense meant.

what do you suggest i say sad?
Sure post here - we know that wont work*
Sure call then - we know that wont work as the queue is about 2 hours long *if* you get onto the phone system.
Sure raise a ticket - we know that wont work as the ticket queue is about 1 and a bit weeks delayed.

The OP has already done all they can, the rest is up to the luck of god as to how well it gets handled and for that - praying is about the best you can do.

It';ll certainly get resolved, yes, but wether it will be resolved this month or not is entirely up to luck. IMHO.

do you know if he got an email about being moved to another provider? If not then he has a good case.
I would suggest a complaint to the ISPA, that should get PN's attention. Tell PN that if the line isn't fixed in seven days you'll cancel the account and take them to the small claims court. PN maintain that they will move a customer back from LLU if it is not fixed in a reasonable time - but no one knows what PN call reasonable. I've seen a lot of posts of people without any service for weeks and I don't think thats reasonable.
Unless PN can give a time frame for his line being fixed he's got nothing to loose.

Bob

IMHO the only reason that posting here in the past got things resolved was because PN saw it as bad press and therefore it was in their interest to get things sorted. Now they don't see AG as a useful marketing channel due to their own bad management, so they no longer post.

Bob

Which doesn't mean people should give up trying to help, for some problems where the end-user is perhaps not aware of all the technical bells and whistles, other posts can and should try to help out, to at least allow them to add more relevant information to any tickets they submit.

We are digressing away from the original posters requirements now I think.

Andrew

I agree, I was replying to Iantan9's reply to Sadoldman...

Bob

Post his ticket details on here - The Comms reps stiill keep an eye on this forum I think.

Does your friend get a sync signal at all or will not now allow you to log in?

There are some settings that you can change on the router to see if their previous IPstream settings were set up incorrectly.

Information taken from http://usertools.plus.net/tutorials/id/7

Setting up your ADSL equipment

As soon as you get your equipment, you can configure it. Details of how to do this should be included with the hardware. Please note that our support team will only be able to help with the basics of getting a single PC online. During setup, you will require a number of settings, some which are general to all ADSL in the UK and some which are PlusNet specific.

* General UK ADSL settings

VPI = 0
VCI = 38
ADSL Modulation: Auto, G.DMT or ANSI T1.413
Encapsulation Mode: PPP over ATM (PPPoA (PPP over ATM)- RFC2364) VC-MUX
Authentication: CHAP

* Specific PlusNet Settings

Modem username: [email protected] or @plus.net
Modem password: password
Primary DNS Server: 212.159.13.49
Secondary DNS Server: 212.159.13.50

Hope this helps!

>>>>>>what do you suggest i say sad?<<<<<<<

Nothing.

The OP had asked for help, you feel you had none to offer, so why post?

I would recommend leaving your ADSL hardware to obtain the DNS IP addresses automatically, putting in manual ones makes using things like the BT test logins more difficult

Andrew

Firstly can I say thank you to everybody who has offered advice. I will definitely work my way through them with my friend. Just to answer some of your questions -
1) He is using the BT Voyager modem (I think it's the 105 model) supplied by Plusnet and the 'Data' light never illuminates (the other light does though). The same thing happens when trying to connect with a Speedtouch modem I had lying around. We get the following error on both - Error 0721: Remote Computer Not Responding.
We have gone through all the settings numerous times and tried reinstalling but with no joy. Haven't tried connected with a router as we haven't got one

2) The Plusnet question ID is 19839313

3) As far as I know he didn't receive any notification about being moved to another provider, but I will check this with him.

Does the fact the Plusnet are waiting to hear from Tiscali mean he is now been switched over to the Tiscali LLU? Is he within his rights to ask to be moved back to whatever it was before?

If Plusnet say they are waiting to here from Tiscali, it means you've already being switched to their LLU platform, and the problem looks like it may one of the somthing like 10% (or is it less) that have problems when switching to the LLU platform.

Getting this fixed does seem to take longer than ideal for what is suppossed to be a smooth switch over

Andrew

In reply to:

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Getting this fixed does seem to take longer than ideal for what is suppossed to be a smooth switch over

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Diplomacy in the extreme .

Edited by wingco1 (Wed 02-Aug-06 14:09:13)

if he did not get an email saying that he was being moved to llu and given the chance to opt out, then he should be able to request to be moved back to BT. If PN refuse go to the ISPA
try posting the ticket details to ian wild or james on the plusnet forum or pug forum to see if you can move it along.

Good luck

Bob

On the PUG Forum there's recently been a post from Penny (a member of PUG - PlusNet User Group) where she asks for anyone who is on LLU and has been without service to add to the thread.

Looks to me as if your friend's situation fits the bill.

Just a quick update!
My friend has now been without service for over 3 weeks and the only response he can get out of Plusnet is -

"Please accept my apologies for the delay in further updating you.

I have now chased this issue up with our wholesale providers, and they have advised that they are currently investigating the issue further.

As soon as we have a further update we will let you know."

This seems to be the standard response as he's had it four times now. Plusnet also ignored his request to go back to BT IPstream. He's now thinking of changing ISP but will he get the same problem if they use Tiscali LLU as well? Does an ISP have to tell which wholesale provider they use?

I don't think any other ISPs apart from plusnet use tiscali LLU.

Edit: and obviously tiscali themselves.

Edited by mr_mojo (Mon 07-Aug-06 17:14:26)

Your friend should send a recorded letter to the Director of Customer Service at PlusNet threatening legal action within 7 days unless he is either migrated instantly back to BT IPStream at zero cost or given a free passage out of PlusNet -- in either case together with refunds of his subscription for the period he has been denied service (which days and amounts should be itemised in the letter).

If he gets no response to that letter he needs to invest

In reply to:

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I don't think any other ISPs apart from plusnet use tiscali LLU.

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Eclipse are VERY STRONGLY rumoured to use them too (going by the disconnects, etc i am getting it seems likely)

Purdy