Not a good start

My mother-in-law signed up for plusnets option 1 with a transfer date of 29th May as they are contracted to BT until then, also I can get over to set it up for them on the 30th, (it means changing routers and she's 70). This morning their BT broadband stopped working so I checked their Email for them as they are waiting for something important. Waiting in their inbox was a "congratulations you're live" from plusnet, this is despite booking the 29th and the 29th being named as the go live date on every Email they have received. This isn't a very good start and the 30 day get out clause is beginning to look attractive to them, they now owe BT money (not sure how much, hopefully only 2 weeks broadband) and they'll be without broadband for 2 weeks.

If you haven't already, open a support ticket to query whether PN requested a specific 'go-live' day. Although BT should stick to this, I have seen other cases in the past of go-live occuring earlier (and later) without reference to the customer.

Is it normal to be able to specify the exact migration date, with any provider?

It is a genuine question, as I honestly don't know. I assumed you just got shoved in a queue, and it was done when it was done - which turned out to be too soon, in your case, although the converse complaint is more common.

Even if it's not feasible for ISPs to guarantee particular dates, I do think that should have been made clear to you from the start. As it was, you've been left thinking that a named date was mutually agreed, which they then didn't abide by.

My guess is they thought it wouldn't matter, because most punters are keen to go live sooner, rather than later. They didn't allow for a situation like your mum's, where she needs help to switch over successfully.

Why do you have to change routers?

Good point...

Ive got a BT router that i use, just changed log in and IP nos... works a treat.

Why change routers..

Surly -
"Hi, open up internet explorer and type in http://192.168.0.1
enter xxxx as username and xxxx as password.
See where it has [email protected] - change that to [email protected] and type in this password...
click save.
close your browser
open your browser.... oohh .. you've got your home page .. well done !"

That should be all you need!

Unfortunately they're using a voyager 2500v that's isp locked to BT.

Slight correction
new login should be [email protected]

Not sure about other providers but with plusnet you get the option of specifying the migration date during the signup process, this is confirmed in subsequent confirmaton Emails. This is from the plusnet FAQ:-

4. How long will it take to switch my service to PlusNet?

You can choose when you want your broadband service to be switched during the signup process. The switch must be made between 7 and 30 days after signup.

@7cfm,

I do apologise if we have made an error here and processed your migration too early. If you could PM me a username or ticket number, I'll certainly have a look into what went wrong with our process.

Thanks.

If only BT would stop isp locking their routers

(Sorry, realise I clicked reply on the wrong post.)

I didn't consider it might have been BT - perhaps I'm having a pop at the wrong isp? I'll report back when I know for sure.

PM sent, thanks

BTW, by BT I mean BT Wholesale/Openreach and not BT Retail (the ISP).

Liam is on the case now anyway.

...and replied. Hands up, it was our error. Apologies.

http://bt2500.t28.net/

I'm guessing you couldn't talk your mum through it

Thanks for the link, but no, not a chance, I wouldn't ask them to attempt it.

Let us know how you sort this issue out.

Thanks Laim, you've rescued the situation with your nice quick response.

Out of pocket expenses would have been a nice gesture

They've offered a month free, which should sort out BT. OK, the mother in law is going to be without internet for 2 weeks but at least the response was quick which is more than I can say of my experience with BT.

Well done Plusnet!

TBH a month isn't that good.
The lady has lost two weeks on BB that has been paid for on BT.
So it works out that PN are paying for the 2 weeks that have been lost,
and 2 weeks comp for screwing up her internet for 2 weeks.

I think a free month for the screw up and a refund of the 2 weeks money that has been paid
to BT for an internet service that she can not use.

if theyd given 2 months youd have wanted 4!

I'm trying not to be too negative. Anything is better than nothing.

If they'd given nothing you wouldn't have bothered.

Think about it, if the month of free service starts today, it will be 2 weeks before she can use PN.
So she will only get 2 weeks of the free service, not a month.

Id prefer to see the mistake not being paid... Goodwill gestures should be as big as possible to deter the mistakes from happening.

Agreed - 6 weeks would have been a good number.

hiya,

Can you just confirm something.

When will the free month start, and when will ~PN class your "go live" date

I have just asked the OP the question.

When does the free month start.


I feel the free month should start on the date that was agreed on,
and also it is addition to the 30 day trail.

It might be worth asking PN to contact BT to see if they will open up the router and remove any restrictions (if it is possible). They might be able to do it since PN are now part of BT Retail.

I dont think that is possible, though it may be possible to get the BT realm added to the DSLAM profile so both Plusdsl and whatever BT used are both valid (in the same way those on RIN have plusdsl and plusdsl2 realms). This would require BTR turning on the account again I guess,

I

Cheers for the reply.

Glad you are happy

Just one thing, you might want to confirm the "go live" date with PN.
Is it today or the date you agreed on, as that could affect if your in laws leave with the 30 days.

David