jaceroo
0
Hi there, wondering if anyone could offer any advice to this situation...
I was a PlusNet customer since October 2011 when I signed up for FTTC. Never really had any problems and was fairly happy with the service.
In 2014 I was working from home a lot more and decided that I needed my connection to be as fast/reliable as possible, so after reading all the reviews here decided to switch to AAISP.
At this point it is important to note that my broadband contract had finished and I had paid the line rental up to the end of December. I called PlusNet to get my MAC which the retention guy eventually gave up and at the same time confirmed that my phone service would continue.
AAISP staff were great and migration went fine, the connection was spot on.
In August PlusNet left a message on my voicemail with something vague to the effect of "there is an oustanding matter on your account, please call us". So I called them, 30 minute wait, person who answers doesn't know why I have been called but could see my phone was still active. No problem still.
Roll forward to 7th October. AAISP drop me an email to say a cease has been requested on my line and to contact the PSTN provider.
On the same day I called PlusNet 3 times (20-30 minute wait each time) to find out what happened and if the cease could be cancelled. In summary, their system does not allow you to have only a phone line so automatically requested a cease and it was too late to cancel.
Phone line dead. With no warning.
Call AAISP, they say to get a new line so they can transfer the service for £50. Ergh, not end of the world I guess.
I signed up for postoffice basic phone line on the 8th October, they had to give me a new number which started working today (13th October).
Contacted AAISP to say the new line is live but an order can't be made today as BT need to refresh line records, oh... and I need to pay out of current contract as I'm only 2 months in to a 6 month contract and new FTTC installation charges will apply...
So:
All because PlusNet didn't think to tell me what they were going to do to my line!
HALP!
I was a PlusNet customer since October 2011 when I signed up for FTTC. Never really had any problems and was fairly happy with the service.
In 2014 I was working from home a lot more and decided that I needed my connection to be as fast/reliable as possible, so after reading all the reviews here decided to switch to AAISP.
At this point it is important to note that my broadband contract had finished and I had paid the line rental up to the end of December. I called PlusNet to get my MAC which the retention guy eventually gave up and at the same time confirmed that my phone service would continue.
AAISP staff were great and migration went fine, the connection was spot on.
In August PlusNet left a message on my voicemail with something vague to the effect of "there is an oustanding matter on your account, please call us". So I called them, 30 minute wait, person who answers doesn't know why I have been called but could see my phone was still active. No problem still.
Roll forward to 7th October. AAISP drop me an email to say a cease has been requested on my line and to contact the PSTN provider.
On the same day I called PlusNet 3 times (20-30 minute wait each time) to find out what happened and if the cease could be cancelled. In summary, their system does not allow you to have only a phone line so automatically requested a cease and it was too late to cancel.
Phone line dead. With no warning.
Call AAISP, they say to get a new line so they can transfer the service for £50. Ergh, not end of the world I guess.
I signed up for postoffice basic phone line on the 8th October, they had to give me a new number which started working today (13th October).
Contacted AAISP to say the new line is live but an order can't be made today as BT need to refresh line records, oh... and I need to pay out of current contract as I'm only 2 months in to a 6 month contract and new FTTC installation charges will apply...
So:
- Phone cut off without warning
- Pay out of current ISP contract
- Pay to reconnect
- 5 days no phone, predicted at least 2 weeks without internet
All because PlusNet didn't think to tell me what they were going to do to my line!
HALP!























