Ghost of PlusNet strikes again... 8 months later..

Regular readers of the board might recall (OK, maybe not...) that, back in December 2005, when I migrated 13 accounts away from PlusNet because of the dreadful traffic limits and slow speeds being experienced on their broadband service, they managed to mess up the technical side of the ADSL electric clockwork on three of these lines, such that we had no service for over a week, with both PlusNet and the new ISP saying that the other was to blame and that they could do nothing. Eventually, PlusNet 'fessed up that it was their fault, and sorted it.

Last weekend I restarted the ADSL router on the line into our office that houses our Web and mail server (we're a charity that supports victims of crime and witnesses attending Court). The line synced with the DSLAM at the exchange as usual but the RADIUS log-in failed. To cut a long story short, it was the same problem: BTw could see two ADSL assets on the line instead of one (which should never happen) and my new ISP could do nothing to fix it. There was a "tag" on the asset belonging to PlusNet, who are the only people who can fix this - they should have removed it last December when we migrated away to the new ISP - acknowledged in a message (thankfully, recorded, so we can use it in any proceedings to recover our costs) from a member of the PlusNet CSC staff.

Guess what? Our line has been down for a week and I've just realised that we are being stonewalled by PlusNet - we've had no response from them for three days despite a number of updates by me on their fault ticket system. Unfortunately, we had to undergo the usual 40-minute wait for them to answer the phone to get the ticket raised, after which we realised that, as part of the mess they've created, the PlusNet "Member Centre" is still working although it states:

In reply to:

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Pay your outstanding subscription to reactivate your account

Your account is temporarily disabled because you have an overdue subscription payment for your Internet access. Details of this payment are shown below. To restore your account, please choose one of the options below.

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But... errmmm... we aren't your customer any more, and haven't been for 8 months...

The last entry on the fault log is:

In reply to:

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Our records show that there was an active line however it has been ceased this means that the issue lies with BT to remove anything that is blocking the line

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Here we go again! On the basis that PlusNet are AGAIN ignoring what BTw are saying (the last advice from BTw was that PlusNet need to generate a new MAC code to resolve the mess they've made of the migration), does anyone have any ideas as to how we can bypass the CSC to get to someone who actually understands how ADSL works?

Other than what we intend doing anyway - commencing proceedings under the Small Claims procedure in the County Court to recover the costs of trying to cope with the outage...

Edited by deleted (Fri 01-Sep-06 20:37:30)

In reply to:

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and I've just realised that we are being stonewalled by PlusNet - we've had no response from them for three days despite a number of updates by me on their fault ticket system.

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They're not stonewalling you because you're an ex-customer. It's exactly the same for current customers too. Wait a few more days and you might get to start a game of "ticket tennis"... good luck, you'll need it.

Do a search for the name JBailey or JamesBailey and I am certain that he will be able to help.

edit: here it is

http://bbs.adslguide.org.uk/showprofile.php?Cat=&User=Metronet_James&what=login

Edited by rsharma (Fri 01-Sep-06 20:56:44)

In reply to:

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Do a search for the name JBailey or JamesBailey and I am certain that he will be able to help.

edit: here it is

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Thanks, rsharma, I will drop him a PM with a link to this thread, and see if he can help.

Hi,

Sorry to disappoint you (hey, you might even be relieved actually?), but it's not a PN issue. If you migrated properly (by that, I mean with a MAC number), then there's nothing PN could have done to accountable for this problem, it'll all be down to the autonomy (or lack of) with BT Wholesale's systems.

You should get in touch with your current ISP immediately and have them sort this, as they're the ones taking your money. If they don't then I'd start getting awful cross.

Seriously don't waste your time with PN, I can assure this problem is nothing to do with them.

Although if the asset shows as both PN's and your new ISPs, then maybe PN are getting billed by BT for the circuit too. Teehee. Good ol' BT ...

Good luck.

<Quote>

You should get in touch with your current ISP immediately and have them sort this, as they're the ones taking your money. If they don't then I'd start getting awful cross.

</Quote>

That would be Freedom2surf then...

Good luck.

stephen_f2s
ex-freedom2surf employee

Bahahahahaha.

Grace: Boy are you in more of a pickle than I imagined. Who's your f2s contact?

Are they really bad too?

In reply to:

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You should get in touch with your current ISP immediately and have them sort this, as they're the ones taking your money. If they don't then I'd start getting awful cross.

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Thanks, stephen_f2s, but as you say, "if" we migrated properly... BTw say that we didn't, hence the need for a new MAC code.

In fact, F2S have been very helpful (I'm not sure about naming anyone on this board, so I will PM you the name) and very ethical - as soon as BTw provided clarity about the fact that F2S have never been billed for any service on this line, they refunded all the subs we've ever paid for it. So who has been paying? It looks like the answer is "no-one".


But you won't be surprised to hear that the very first entry on the PlusNet ticket states:

In reply to:

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We should not hold a live asset for this user and if we have been paying BTw for this, we should get a refund.

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Edited by deleted (Fri 01-Sep-06 21:28:12)