Plusnet against pensioners?.

[#1]

I am the first to admit that I am ignorant of certain aspects of computer operation. However, when a customer is openly castigated on the forums, is this standard plusnet practise. I am sending this message by mobile phone because there is NO internet connection. It took me nearly 1 hour to get connected yesterday, once connected, no problem. This morning however it is steadfastly refusing to connect. Remember, every telephone call to plusnet is the best part of 15 minutes. Because of plusnet intransigence, I am expecting a bill of at least 3 figures. Never, in my life, 75 years old, have I had so much stress and incompetence to bear with a utility service.
TheFlyingMouse.

[#2]

I'm at a complete loss as to what is going on here, I thought you had a working phone line? Customer Services freephone number is 0800-432-0200.
Edit: Just so you understand, myself and Townman and some of the other posters in this thread do not have the Plusnet logo next to our names, we are not Plusnet staff, just customers who post in this Community Forum usually to try and help others with their problems.
For what it's worth, I don't think Townman's post was helpful or constructive, as I've told him elsewhere.

[#3]

I've just tested the line and it's showing no obvious faults, the modem is synced through to the exchange. It seems like it's the authentication (username/password) section that's causing the issue.
Which lights are lit on the router and what colour are they?

[#4]

I would like to suggest that someone from Plusnet to call the customer, rather than waiting for a call, in addition to answering the forum posts. Is it possible to be a liitle bit more proactive to sort this extremely damaging situation? Gosh.

[#5]

I've just checked the account and was about to ask one of my colleagues to make sure I wasn't missing anything and I can see that you're back online.

[#6]

@Chris,
Having reread the full history on this thread, what has happened here looks the dire consequences of cancelling service with the existing provider when executing a service migration to a new provider.  As we both know, telling the existing supplier that you are moving on a specific date can have highly undesirable consequences similar to what has happened here.  If left alone, the migration process (driven by the new supplier) will automatically advise the old supplier of the switch date when the service has been switched successfully, leaving no necessity for the user to notify them, thereby avoiding the consequential risk that the old provider unilaterally ceases the service.
As we all know, switch dates can change due to matters beyond PlusNet's and sometimes beyond BT Openreach's control.  Advising the existing supplier of a specific (provisional) date is only ever likely to lead to issues, if nothing more than they place cease orders on the line thereby totally inhibiting the new provider from placing new provide orders on the line until AFTER the existing service has been stopped.
Given that so many issues like or similar to this occur, do you consider that there would be benefit in adding very clear guidance to migrating users to NOT CANCEL their existing service with their old provider?  Such clear guidance might avoid PlusNet being (unreasonably) castigated for the actions of the loosing supplier terminating service and inhibiting provision of the new service.
Though everyone wants to believe that this is all simple and straight forward or ought to be, it is not: the technology and the processes can be complex, particularly when they go wrong.  In such circumstances (due to Ofcom / BT Wholesale / BT Openreach rules) user's phone numbers can be lost and it can take weeks to get services restored.  Any advice which can avoid such issues really ought to be made crystal clear in the order journey.
Kevin

[#7]

Quote from: Townman

what has happened here looks the dire consequences of cancelling service with the existing provider when executing a service migration to a new provider.

I did wonder about that too, but saw no direct evidence so "kept shtum" on the issue as it was already in a total stress-fuelled mess and it didn't seem likely to help.
I think someone from PN (or the OP?) could/should confirm if that was indeed the case once it's all settled down.  
If true, it's something I commented on here in a "similar" vein on a related subject (moving house), both topics seem fraught with potential problems: http://community.plus.net/forum/index.php/topic,139348.msg1228861.html#msg1228861

[#8]

It was mentioned HP, but I didn't dwell on it either because of the stress fuelled situation. Whilst Townman's suggestion is not unreasonable, this sort of situation has arisen so many times before and the problems and pitfalls are well known to Plusnet as well as Users pointing these things out, yet provisioning have failed to do anything about it. But I think what Townman has failed to appreciate is that Plusnet provided incorrect dates (not just once) and regrettably this was the root of the cause of the subsequent issues.
Further more, despite an updated provisioning system, Provisioning are still failing to ensure that the dates they provide are correct and that any change is correctly notified and agreed with the user (the potential customer).
In this case, Plusnet have been fairly "castigated" for their failure in this matter. I suspect it's a complete waste of time continuing to complain to Plusnet about this on a general basis as they have not acted in the past. It will be down to individuals affected to make a formal complaint where appropriate.

[#9]

Is there really evidence here to distinguish between dates being "incorrect" or just "changed" by whom ever?
The opening message somewhat implies that the providing orders were withdrawn and reordered (possibly at the behest of the OP?) giving rise to a new provide date of 6th May.  If the earlier date had already been given to Talk Talk one can readily understand how therefrom things start going pear-shaped.  It would not surprise me if at the stage (whilst Talk Talk still had control of the line?) Talk Talk would be incapable of sorting things out to change the switch date.
The point I sought to make is that in any process dates can and will change for a variety of reasons, therefore notifying a clearly disinterested party (the loosing supplier) of any termination date is folly which can only lead to more complex issues.  Therefore in the migration ordering process there should be clear guidance to tell the loosing party as little as is essential beyond asking for the MAC.  Such advice might avoid the understandable frustration experienced by the flying mouse.
The real villains here are Ofcom / BT Wholesale and BT Openreach who define the business rules within which ISPs and CPs are permitted to operate.  There ought to be more flexibility to deal with the consequences of unintentional loss of service other than the standard 8-14 day re-provision routes.  It ought to be possible for CPs & ISPs to place service provide orders on lines (already having cease orders) to be implemented immediately upon execution of the cease.
Kevin

[#10]

It seems your interpretation and mine (& possibly HP's) of the opening post is different.
You are simply wrong. TheFlyingMouse was initially informed his installation date was the 6th May.
At some point subsequent, he received one of Plusnet's automated emails which incorrectly said his broadband was going to cease.
This is not the first time that we have seen automated emails from Plusnet that not only are badly worded, but sometimes it's the wrong email altogether, and sometimes just the wrong information. This was restated in reply #2.
The fact that he received that email in the first instance shows that something in Provisioning wasn't done correctly.
None of the incorrect information provided was TalkTalk's fault (surprise surprise, but true).
Your 2nd paragraph merely repeats what you said in the previous post and in a manner that implies we didn't understand it the first time - are you treating us all as thick? I find it very condescending.

Quote from: Townman

The real villains here are Ofcom / BT Wholesale and BT Openreach ........ Kevin

In this case Kevin, they are not. Provisioning are the real villains in the first instance. I could say more, but I don't intend to as I haven't set out to deliberately embarrass people.

[#11]

Quote from: Anotherone

Your 2nd paragraph merely repeats what you said in the previous post and in a manner that implies we didn't understand it the first time - are you treating us all as thick? I find it very condescending.

I believe the second paragraph simply seeks to clarify my previous intention to suggest that there will always be the risk of change and the process should seek to minimise events (from whatever source) in whatever way helps.
Such clarifications seem to be common practice around here amongst many posters - I do not recall before such practices being labelled as suggesting that people are being treated as being "thick" and I am thus confused as to why you choose to read this as such.  May be a coffee break is called for?

[#12]

I don't think Matty or Tony pulled that date out of a hat - this date will have been on the BTw ordering systems. Something happened on that date from what the OP said.
The SIM2 failed for some reason - we don't know why. It doesn't happen again very often, but LLU to WLR + broadband migrations can sometimes be problematic.

[#13]

Nobody mentioned Matty or Tony,  the date was initially in a standard provisioning email. Let's leave it at that please.

[#14]

Quote from: Anotherone

Edit: Just so you understand, myself and Townman and some of the other posters in this thread do not have the Plusnet logo next to our names, we are not Plusnet staff, just customers who post in this Community Forum usually to try and help others with their problems.

Can I suggest that you remove the link in your sig that clearly says "Plusnet Help Assistant" in order to avoid confusion?  I would have thought that Plusnet themselves would have asked you to do so.

[#15]

FYI, the Plusnet logo appears next to the username and that makes it clear who Plusnet staff are.
Welcome to the forum btw. When you've been here a while you'll spot that several of the regular posters on this forum have an assortment of links in their sigs to help other users find things quickly. I'm not the only one that has that link and the reasons for it you will find here and here.
This doesn't cause confusion for the great majority of forum members, and no doubt when you've read those threads you'll understand the reasons for the link,and also understand why I won't be removing it