Been with plusnet 15+ years - first time poor support almost encouraging me to leave.

[#1]

@Townman  I don't believe that Plusnet have stated that an engineer visit would be required. @tonycollinet was concerned that if something went wrong with the switch on the 24th December then getting an engineer to fix things would be a big problem.

I have always assumed the change to SOGEA did not require any physical changes at the cabinet or exchange and was carried out remotely, but as you say we don't really know.🤔

[#2]

Quote

I've specifically been told that the reason for the delay is open-reach need to send an engineer to the exchange.

[#3]

Thanks @Tonwman for your help (And everyone else for the input). I think this is exactly what is needed to resolve this problem.

I've not asked specifically why an engineer was required. I was specifically told that the engineer needed "go to the exchange" to "unplug the old connection and plug in the new one" - or very similar wording. I'm fairly certain that if I specifically ask the standard level of phone support I won't get anything that makes any more sense than that. I suspect they just don't know.

From my point of view if plus net staff get to review this case - what I would need to resolve:

Immediate re-contracting on the existing FTTP product - with an added discount to make up the cost difference to what I was promise from next billing date.
Transfer to SoGEA in the new year - as early as plusnet want to do it to minimise their cost differential
Together with a guarantee that the price I have currently been offered will be honoured at whatever point that is.

Thanks again, all.

[#4]

Immediate re-contracting on the existing FTTP product

@tonycollinet I hope that FTTP is a typo and its really FTTC ?

[#5]

@tonycollinet  Well it's obvious that whoever said .... "the engineer needed "go to the exchange" to "unplug the old connection and plug in the new one"  just didn't have a clue.☹️

The Broadband connection on SOGEA does not change from FTTC it's the same connection in the cabinet and very often doesn't even come from the local exchange, but a Fibre Head End Exchange from which fibres run to the FTTC cabinets. 

[#6]

Yes it is FTTC, not FTTP 🙄. Where's the facepalm emoji when you need it?

I blame my age.

😂

[#7]

Hi @MisterW 

Were you able to escalate this at all? I've a decision I need to make soon, but am not going to live with a Christmas Eve changeover.

Thanks

Ant

[#8]

@tonycollinet yes I did escalate it but the Plusnet help team were a bit thin on the ground over the weekend. I'm hopefull that someone will pick it up today.

[#9]

Hi again @MisterW 

Sorry to be a pain in the neck - but I have pretty much run out of time. Can you give them another little nudge. If I've not heard by tomorrow, I'll have to cancel the upgrade, and will then most likely have to go with Vodaphone who can currently offer the same price over two years, but without the need for change to SOgea.

Thanks
Ant.

[#10]

@tonycollinet I understand completely where you're coming from. I did give them another nudge yesterday and was expecting a response. TBH I'm dissappointed that no-one has picked it up...

[#11]

Vodafone … without change to SOGEA.

Check exactly what they mean. It is not possible to order FTTC (broadband with phone service). VDSL without voice is SOGEA.

[#12]

@tonycollinet 

Just to add weight to what's already been said. You cannot transfer to another provider that uses the OR infrastucture without transferring to SOGEA. If on a 40/10 package you cannot even upgrade to 80/20 with the same ISP without changing to SOGEA.

Except in exceptional circumstances and at OR's discretion.

Brian

[#13]

@tonycollinet 

I investigated going to Vodafone as already a mobile phone customer.

The devil is in the detail, their landline offering really means digital voice with the landline phone being plugged into the router

[#14]

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@bmc wrote:

@tonycollinet 

You cannot transfer to another provider that uses the OR infrastucture without transferring to SOGEA.

---

I don't know, so asking, does this apply if the Voda connection is via LLU equipment?

Edit

Just realised LLU is ADSL only so is there any way this could happen with just the voice coming through the LLU path?

[#15]

@Baldrick1 

That's a cracking question - what does LLU look like with FTTC and the context of WLR withdrawal?

The voice service cease is primarily about switching off POTS / PTSN (in exchange and call routing kit) - not pulling the e-side copper trunks ... well not yet!