That may be the case, however the broadband signal is generated on the equipment in your exchange and ends at your router - there's nothing we can do to disrupt that.
With regard to the email address, this was cancelled when your account was cancelled - I believe this was the 15th, which is actually after the move to the LLU supplier took place? As you didn't advise you were cancelling and also didn't let us know that you'd like to keep your email address I'm not sure what else we could have done. I can see you talked to a couple of our agents on the 12th, however there's nothing showing on the notes there regarding keeping any part of the account open. Nontheless sorry about the inconvenience there.
Our notes are showing that the migration took place on the 13th May (with a ticket following a conversation between one of our agents and yourself on the 12th that confirms this), and the email address and static IP were removed on the 15th - after the migration had taken place. Please advise if this is not the case?
In which case chances are it was a dropping connection fault, as I said above there's nothing we can do in any way to cause this - it's between the exchange and your own premises. The username being rejected is because of this dropping connection issue - the connection dropped part way through the authentication process leading to the rejection.
I can see the warning regarding the charge, this was sat awaiting confirmation from yourself that you were happy to go ahead with the fault investigation from a week or so before the migration took place, but it wasn't replied to (nor did you call in and let us know you wanted to go ahead with the investigation)?
As I said, the letter has now been addressed and responded to as of the 6th June (prior to this conversation), please advise if you've not received anything regarding this?
orbrey, you are being misled and bent on defending the indefensible nature of my awful experience with PlusNet prior to leaving on 13th May with multiple random disconnections and reconnections. The arguments you put forward are meaningless given the overwhelming evidence I am about to post here at the end of this thread message, these are clear email messages sent to me by
support@plus.net upon receiving my notice to quit. To be clear, your arguments are these:
1. There is nothing PlusNet can do to disrupt the signal generated from the exchange to my router during dropping connection faults. This is false and a red herring in this case.
2. My email address was cancelled when my account was cancelled on 15th May. False, I have mail client logs with multiple mail failures from 2nd May onwards.
3. I did not advise PlusNet that I wanted to keep my email address. False.
4. Your notes state migration took place on 13th May and the email address and the static IP were removed on 15th May. False
5. I did not call to ask for the investigation to go ahead. True. As my internal equipment and line to the exchange had already all been tested positive, there was no need to investigate further a possible fault or dropping signal as there was none, it would have been futile.
6. My letter to the PlusNet MD dated 14th May was responded 6th June prior to starting this thread. False so far up to this moment.
A customer's email address is used up to the migration time, and in the absence of any information one way or the other, it is unreasonable for the outgoing ISP to assume that it can be destroyed arbitrarily 11 days prior to migration.
I am now reproducing below the 5 decisive emails that clarify the problem beyond doubt, all received in succession the same day 2nd May 2013. These are very embarrassing for PlusNet, who deserves to have its head buried in the muck very deep. I hear you thinking "... we now have to eat humble pie and tell this customer that this is an unfortunate human error ...". Indeed PlusNet have a lot of humble pie to eat, but if it was just a case of human error without time and expense consequences perhaps we could grin and bear it ..... BUT IT IS NOT, LOOK AT THE FINAL EMAIL NUMBER FIVE. It is a joke in bad taste to pull the plug on me and tell me to use the Help Assistant for further help when my username and password have disappeared from the PlusNet system.
ONE
Your username: transnet
Dear Mr Enrique Bonail,
We're emailing you to let you know that as your cancellation request has
now been placed. Your cancellation will take place on 10/05/2013.
Need help?
----------
If you've got any questions about your service use the Help Assistant -
http://portal.plus.net/wizard/
This email has been sent as it contains important information about your
service from Plusnet. Please do not reply to this email, as this is an
unmonitored address.
Kind regards,
Customer Support
http://portal.plus.net
PlusNet plc
Registered Office: The Balance, 2 Pinfold Street, Sheffield, S1 2GU
Registered in England no: 3279013
VAT registration number: 842254440
Email ref: E0306
-----------------------------------------------------------------
TWO
Dear Enrique Bonail,
You've successfully deleted your mailbox.
Account username: transnet
Mailbox name: mejora1
Need help?
---------
For more information about mailboxes, aliases and re-directs visit:
http://www.plus.net/support/email/mailboxes/mailboxes.shtml
Kind regards,
Plusnet Customer Support
http://portal.plus.net
Email ref: E0328
--
PlusNet plc
Registered Office: The Balance, 2 Pinfold Street, Sheffield, S1 2GU
Registered in England no: 3279013
----------------------------------------------------------------
THREE
Dear Enrique Bonail,
You've successfully deleted your alias.
Account username: transnet
Alias name: postmaster
Need help?
---------
For more information about mailboxes, aliases and re-directs visit:
http://www.plus.net/support/email/mailboxes/mailboxes.shtml
Kind regards,
Plusnet Customer Support
http://portal.plus.net
Email ref: E0324
--
PlusNet plc
Registered Office: The Balance, 2 Pinfold Street, Sheffield, S1 2GU
Registered in England no: 3279013
----------------------------------------
FOUR
Dear Enrique Bonail,
You've successfully deleted your mailbox.
Account username: transnet
Mailbox name: transnet
Need help?
---------
For more information about mailboxes, aliases and re-directs visit:
http://www.plus.net/support/email/mailboxes/mailboxes.shtml
Kind regards,
Plusnet Customer Support
http://portal.plus.net
Email ref: E0328
--
PlusNet plc
Registered Office: The Balance, 2 Pinfold Street, Sheffield, S1 2GU
Registered in England no: 3279013
---------------------------------------------------------------
FIVE
Username transnet
We are pleased to be able to inform you that a member of our Customer Support
Centre has now escalated your Question [number 69007584 ]
for further investigation.
The following comment was added to the Question
Dear Mr Bonail,
Thank you for taking the time to contact us, I'm sorry if you were unable to get through on the telephone, our call volumes have been higher than expected.
I have arranged for your account to be cancelled as I can see that your broadband service has already migrated away, there are no final fees to pay.
Please do not hesitate to get back in touch by phone on 0800 432 0200 or 0345 1400 200 if we can be of further assistance.
Kind regards,
Lisa Omar-Stinchcombe
Read or respond to your Question -
http://portal.plus.net/my.html?action=questions
IMPORTANT: Do not reply to this email, our Support Team can only deal with inquiries through the Help Assistant
Regards,
Customer Support
--
http://portal.plus.net
PlusNet plc
Registered Office: The Balance, 2 Pinfold Street, Sheffield, S1 2GU
Registered in England no: 3279013
VAT registration number: 842254440
----------------------------------------------------------