UPDATE3 New UK Plusnet Mobile Customers Left Without Data Access

A noticeable number of customers who have decided to adopt Plusnet’s new EE (BT) MVNO powered Mobile network service, which launched last November 2016 (here), have complained about being unable to access 3G / 4G data (Mobile Broadband) connectivity for several days.

The affected customers complain (see Plusnet’s Mobile Forum) that they’ve received a new Plusnet Mobile SIM, but when they install it the only side of the service that works is voice/text and often even manually inputting the Access Point Name (APN) settings won’t resolve the lack of data connectivity (most modern Smartphones should initially attempt to automatically detect the correct APN settings). The Register is also covering the same story.

Some customers have even been sent replacement SIMs, but many have complained that those didn’t work either. Mind you there are people who have been able to get Mobile Data working from day one, which at least suggests that it’s not a universal issue.

Elsewhere one of Plusnet’s Mobile customers claims to have been told by the ISP’s support staff that (here), “We have been experiencing data issues lately. What I will do is forward your details to our network engineers. I am afraid there is no time frame to when this will be fixed but we are trying our best to resolve this issue.”

Ian King said:

“The 3rd SIM arrived today. Activated it. Guess what…. exactly the same issue. Voice/Texts but NO DATA on both a variety of Android phones and a windows 10 phone.

FYI SIM op code is 23433 and Network op code is 23430. There is a networking issue here and it is my opinion that Plusnet/EE have got a networking issue with their network not the SIM. CS confirmed there is a networking issue and have escalated it to “networks” who are saying it might not be fixed until Friday.

If it were my company, I would be kicking an awful lot of people by now. In fact I would have been doing that since last week. I would like to know why this doesn’t appear to being done by the call centre managers as it is a major incident and almost certainly must be showing up on their stats.”

GMcNeill said:

“I’m new to Plusnet and have today had my mobile number ported across successfully (within 2 working days stated), but I have no mobile data. Online help operator suggested that this is a problem affecting a number of recent new sims, but can’t say when the issue will be resolved. I’m not seeing any announcements to customers about this, would have saved me a lot of time checking my APN settings, if Plusnet had been more proactive in making us aware of this known issue :-(“

Johnmx5 said:

“I joined Plusnet on the 5th [Jan 2017] and have not been able to connect to mobile data. It was suggested there was a problem with my SIM card and was sent a new one. This was installed this evening, I then spent 30 minutes waiting on the line to Plusnet to answer so as to get this activated only to find this did not work either.

Another 40 minutes waiting on the line for Plusnet to answer was told the problem was with new activations from the 5th Jan with no data connection and the problem was with EE. The agent I spoke to wanted to be honest and not palm me off, she could not even give me an idea when this would be resolved. Having been totally frustrated with this problem and given previous excuses I appreciated her honesty and that it was affecting hundreds of other customers. Please just be honest and tell us the facts.”

Some customers have now been without mobile data access for the best part of a week and sadly Plusnet has yet to fully acknowledge the problem by issuing a clear public statement to their customers. As a result many users often spend ages fiddling or resetting their phones, assuming it’s a local configuration problem that they can correct themselves (this is time that Plusnet could have saved by keeping users fully informed).

We have asked Plusnet for a comment and will update when one arrives.

UPDATE 11:22am

According to Plusnet’s Twitter: “A fix was put in place for new customers last night. Our Network Support Team are in the process of implementing a fix for existing customers. We should have further information later today.”

UPDATE 1:20pm

We’ve added the official statement below.

A Spokesperson for Plusnet said:

“We are aware a small number of customers who received Plusnet Mobile SIMS within the last week have been affected by a configuration issue which means they cannot access data services. Our supplier is working hard to restore this for all affected customers as quickly as possible. We apologise for any inconvenience caused.”

UPDATE 12th Jan – 9:03am

It looks like the problem has now been fixed.

A Spokesperson for Plusnet said:

“We have been working closely with our supplier overnight and the configuration issue which left a small number of customers unable to access data services has been fixed. We’re really sorry this happened and will be contacting and refunding all customers affected.”

Customers of the service also appear to be confirming that data connectivity is now alive and well.