After 9 months, we've been delighted with Plusnet's broadband and
customer service, so the very second we became free of the scourge of
Onetel (whose service went downhill almost the moment they were bought
by TalkTalk) we decided to put the phone across to Plusnet too.

All went well on the Plusnet side, they kept us fully informed and the
phone switched over when they said it would. HOWEVER..... for some
bizarre reason (and I do not understand how) the old Onetel voicemail
1571 was still on the line.

That was June 4th.

Since then, we have been in an endless loop of Indian Call Centre
hell.

Every monday, we phone up:
"But Mr Toast, I am telling you that it is impossible for voicemail to
be with us. It is cleared from the account".
15 minutes and two people later
"I see that there is a problem with this Mr Toast and at this time Mr
Toast I would like to inform you that it will be cleared within
between 45 minutes and 4 working days at this time Mr Toast."

And so Friday comes and the weekend passes and we reach Monday again,
and the whole thing starts ALL over again. I have to admit on the
fourth time round this morning I may have got a bit rude and had a
solid 5 minute rant, but all credit to the woman for staying on the
line!

So, I reported the problem to OFCOM who gave me a priority TalkTalk
high level complaints number - unfortunately, despite the bills and
branding all saying "TalkTalk", and the number IS for TalkTalk,
apparently they only own Onetel and have nothing else to do with them,
and couldn't suggest any equivelant UK number for Onetel. So if anyone
here has one, that would be great!

So my question would be - HOW can it now be a Plusnet number (and I've
double-checked it is switched over) but 1571 still be attached to
Onetel's crappy voicemail service? And what can I do?

I hasten to add that Plusnet have been very helpful, but of course
because of data protection, they can't talk directly to Onetel/
TalkTalk about my account.

"Jonathan"  wrote in message 
news:034035b6-e2aa-42c3-9b8c-426bec7c6d50@m73g2000hsh.googlegroups.com...

> phone switched over when they said it would. HOWEVER..... for some
> bizarre reason (and I do not understand how) the old Onetel voicemail
> 1571 was still on the line.

First question .... is this a problem?
If not, then why worry.

I've been with plusnet BB for about three years now, I moved over from 
onetel dial up.

My onetel dial up still works and I have used it on odd occasions when the 
BB has been down, but for the last 3 years they seem to have omitted to send 
me a bill for the said product.
I did have a long battle to try and get to the bottom of it, but gave up!
My three onetel e mail addresses still work also FWIW


-- 
J B

On Jun 23, 4:24 pm, Jonathan  wrote:
> After 9 months, we've been delighted with Plusnet's broadband and
> customer service, so the very second we became free of the scourge of
> Onetel (whose service went downhill almost the moment they were bought
> by TalkTalk) we decided to put the phone across to Plusnet too.
>
> All went well on the Plusnet side, they kept us fully informed and the
> phone switched over when they said it would. HOWEVER..... for some
> bizarre reason (and I do not understand how) the old Onetel voicemail
> 1571 was still on the line.
>
> That was June 4th.
>
> Since then, we have been in an endless loop of Indian Call Centre
> hell.
>
> Every monday, we phone up:
> "But Mr Toast, I am telling you that it is impossible for voicemail to
> be with us. It is cleared from the account".
> 15 minutes and two people later
> "I see that there is a problem with this Mr Toast and at this time Mr
> Toast I would like to inform you that it will be cleared within
> between 45 minutes and 4 working days at this time Mr Toast."
>
> And so Friday comes and the weekend passes and we reach Monday again,
> and the whole thing starts ALL over again. I have to admit on the
> fourth time round this morning I may have got a bit rude and had a
> solid 5 minute rant, but all credit to the woman for staying on the
> line!
>
> So, I reported the problem to OFCOM who gave me a priority TalkTalk
> high level complaints number - unfortunately, despite the bills and
> branding all saying "TalkTalk", and the number IS for TalkTalk,
> apparently they only own Onetel and have nothing else to do with them,
> and couldn't suggest any equivelant UK number for Onetel. So if anyone
> here has one, that would be great!
>
> So my question would be - HOW can it now be a Plusnet number (and I've
> double-checked it is switched over) but 1571 still be attached to
> Onetel's crappy voicemail service? And what can I do?
>
> I hasten to add that Plusnet have been very helpful, but of course
> because of data protection, they can't talk directly to Onetel/
> TalkTalk about my account.

Jonathan

I'm guessing that Onetel supplied you with their own proprietary
voicemail service, which is set up via a process called "Call
Mapping". Unfortunately this works independently of the line, and
hence this is probably the reason it has not transferred to PlusNet.

I'm not 100% sure what to suggest to resolve this, obviously you
already realise that Onetel would be your first port of call. The only
other way I can think of solving this is if requesting a 1571 service
from PlusNet automatically triggers a cease of the Call Mapping, then
that would be worth a try.

Hope this helps

Ash

On Jun 23, 4:24 pm, Jonathan  wrote:

> After 9 months, we've been delighted with Plusnet's broadband and
> customer service, so the very second we became free of the scourge of
> Onetel (whose service went downhill almost the moment they were bought
> by TalkTalk) we decided to put the phone across to Plusnet too.
>
> All went well on the Plusnet side, they kept us fully informed and the
> phone switched over when they said it would. HOWEVER..... for some
> bizarre reason (and I do not understand how) the old Onetel voicemail
> 1571 was still on the line.

This sort of thing has happened before, check Google groups for
details, (unfortunatly I cannot post the link to the post as I am
currently using a public terminal and it won't let me cut and paste).

Good luck trying to get it sorted out, if Onetel/CPW is involved
you'll need it!

On Jun 23, 7:16 pm, Ash  wrote:
> On Jun 23, 4:24 pm, Jonathan  wrote:
>
>
>
> > After 9 months, we've been delighted with Plusnet's broadband and
> > customer service, so the very second we became free of the scourge of
> > Onetel (whose service went downhill almost the moment they were bought
> > by TalkTalk) we decided to put the phone across to Plusnet too.
>
> > All went well on the Plusnet side, they kept us fully informed and the
> > phone switched over when they said it would. HOWEVER..... for some
> > bizarre reason (and I do not understand how) the old Onetel voicemail
> > 1571 was still on the line.
>
> > That was June 4th.
>
> > Since then, we have been in an endless loop of Indian Call Centre
> > hell.
>
> > Every monday, we phone up:
> > "But Mr Toast, I am telling you that it is impossible for voicemail to
> > be with us. It is cleared from the account".
> > 15 minutes and two people later
> > "I see that there is a problem with this Mr Toast and at this time Mr
> > Toast I would like to inform you that it will be cleared within
> > between 45 minutes and 4 working days at this time Mr Toast."
>
> > And so Friday comes and the weekend passes and we reach Monday again,
> > and the whole thing starts ALL over again. I have to admit on the
> > fourth time round this morning I may have got a bit rude and had a
> > solid 5 minute rant, but all credit to the woman for staying on the
> > line!
>
> > So, I reported the problem to OFCOM who gave me a priority TalkTalk
> > high level complaints number - unfortunately, despite the bills and
> > branding all saying "TalkTalk", and the number IS for TalkTalk,
> > apparently they only own Onetel and have nothing else to do with them,
> > and couldn't suggest any equivelant UK number for Onetel. So if anyone
> > here has one, that would be great!
>
> > So my question would be - HOW can it now be a Plusnet number (and I've
> > double-checked it is switched over) but 1571 still be attached to
> > Onetel's crappy voicemail service? And what can I do?
>
> > I hasten to add that Plusnet have been very helpful, but of course
> > because of data protection, they can't talk directly to Onetel/
> > TalkTalk about my account.
>
> Jonathan
>
> I'm guessing that Onetel supplied you with their own proprietary
> voicemail service, which is set up via a process called "Call
> Mapping". Unfortunately this works independently of the line, and
> hence this is probably the reason it has not transferred to PlusNet.
>
> I'm not 100% sure what to suggest to resolve this, obviously you
> already realise that Onetel would be your first port of call. The only
> other way I can think of solving this is if requesting a 1571 service
> from PlusNet automatically triggers a cease of the Call Mapping, then
> that would be worth a try.
>
> Hope this helps
>
> Ash

Thanks for this detail, I will pass this on internally. We know the
cause is OneTel/CPW, but assisting customers in resolving this is
proving hard.

Unfortunatly, placing an order for 1571 on the line does not cease the
Call Mapping service, which is a pain as indeed, it would be ideal if
it did.

More often than not, 1571 is ordered along with the transfer of PSTN,
but this then gets discarded by BT. Followup orders will either
complete, or get rejected saying the service is already there.

We cannot raise faults on the service as from the BT Openreach
perspective, the 1571 service is functioning or doesn't exist. We
cannot use the faults process to request removal of Call Mapping, as
the product is not one supplied by/to PlusNet, but to OneTel, thus
requests are denied or are met with a "what you talking about".

In each instance, we would normally be advising to take the matter up
as a complaint. Totally bypass anything related to first line. There
are UK teams which handle this and they do appear to handle them well.

If memory serves me correctly, one of our OneTel customers did goto
Ofcom, received the TalkTalk complaints number and did get this
resolved.

Pure and simply, don't take no for an answer, this problem is in their
control.

--
|Phil Richardson             Broadband Solutions for
|Business Support Analyst          Home & Business @
|PlusNet plc.                           www.plus.net
+------ PlusNet - The smarter way to Internet! -----
- PlusNet PLC      3279013 :Registered in England no
- Registered Office:
- Internet House, 2 Tenter Street, Sheffield, S1 4BY

PPSlim formulated on Wednesday :

> Pure and simply, don't take no for an answer, this problem is in their
> control.

No; if it's your line, persist with your support channels. This is 
surely something that you need to take control of.

Who's your Openreach Service Manager? (rhetorical btw)