Moving to a FTTP home, can I just move my FTTC account over or will the hardware be a problem?

[#1]

As per the title, I currently have FTTC (Unlimited Fibre Extra) and am about to move to a home with FTTP but no regular phone line

I know Plusnet don't do FTTP yet, but can I just move my FTTC account to the new address and how does that work with the different hardware required? Can I just use any router compatible with PPPoE, or would I need to plug my Plusnet Hub One into the FTTP modem (or whatever it's called)?

[#2]

@audigex 

The question has to be, can you get FTTC at your new address? To check put your phone number in here https://www.broadbandchecker.btwholesale.com/#/ADSL

If so then you can move your service. If not you will have to leave Plusnet. If you ring customer services on 0800 013 2632 they should be able to transfer you to BT or EE without you being hit with cancellation charges.

[#3]

@audigex 

If it's a brand new home with no copper phone line then you can't move your FTTC service - this requires copper. You'll need to move to FTTP.

If you move to BT or EE FTTP then PlusNet will waive any early termination changes (I believe) - you just need to let them know,

Brian

[#4]

@Baldrick1 Definitely no FTTC - it's a new build and fibre-only

@bmc (And Baldrick), thanks for the info about moving to BT/EE though, that's perfect - I do have cancellation charges but the plan was to move to BT anyway once my contract ends, if Plusnet didn't have FTTP by then, so if I can just bring that forward that's perfect

[#5]

@audigex 

Note that to avoid cancellation charges you must arrange it using the above phone number else they will be applied.

Unless FTTP is shown as available at your current address you can't swap 'till you leave. The two services are totally incompatible.

[#6]

@Baldrick1

Currently the address doesn’t show up at all - it won’t be available for a few weeks I assume (we’ll be completing in just under 2 months), at that time I expect it to show up under FTTP but not FTTC

I suspect I’m going to run into a problem because we’re leaving this house in 2 weeks, but then have 6 weeks living with relatives before the new house shows up, during which time I won’t have an address to “park” the account under

Assuming I can resolve that last point, what would be the order of events, order BT FTTP to the new house, then phone that number to cancel?

[#7]

I would question if a cancellation charge can be made if plusnet can not offer you a service at your new address. Why should you be punished when you are not at fault.

Dan.

[#8]

@audigex 

 I fear that if there’s a break in service then the transfer will not work. All that you can do is ring in and ask.

[#9]

@Dan_the_Van 

I think that you will find that if you sign up for a contract then move to a new address where there is no Plusnet service then that is your choice and cancellation charges are applicable.

[#10]

@audigex 

Use the Address version of the following to see availability. You need "WBC FTTP" in the left hand column and "Available" to the right. Until it appears you can't order.

https://www.broadbandchecker.btwholesale.com/#/ADSL

As regards to PlusNet I suspect you'll be out of luck. The break will almost certainly cost you Cancellation fees. On the bright side you may well be able to get a good "new customer" deal from BT.

Once FTTP is shown as available and you have your move in date, contact BT to place the order. If you're lucky you'll get the same date as your move.

Brian

[#11]

Well two years ago I thought I was moving to a new build property with FTTP and I was advised there would be no cancellation charge as it was plusnet who were breaking the contract with me, because they could no longer provide a service. As it transpired the sale agent misinformed me because they didn't understand what FTTC is.

Dan.

[#12]

I guess their argument would be that I shouldn’t have taken out a 2 year contract… although I don’t remember agreeing to 2 years tbh, and that would be VERY unusual for me so I may query that

I’m hoping that the new house might become available on the system in the next couple of weeks, too - I’ll get in touch with our developer and see if they can speed that along. I know the fibre is physically there, I’ve seen it

[#13]

@audigex 

Just thought of another sub plot to this story.

If you have to cancel your account / line with PlusNet then this puts a 10 working freeze on any new orders (OFCOM mandated to prevent fraud). Add in a minimum of 5 days for a FTTC order then this could cause porblems for the new owners.

Brian

[#14]

@bmc that, unfortunately, sounds like an SEP... Someone Else's Problem

I don't want to be a dick to them or anything, and certainly if I can avoid causing them problem then I'll do what I can to keep things as smooth as possible for them - but I need internet here until we move out as I work from home, and if I have to cancel the line it will be because I've got no other option (I'd rather not pay the early termination charge, obviously)

There's not much I can do about it other than cancel the line 10 days before I move out, but that simply isn't going to be an option unless. I'll be taking some time off work when we move, so maybe I can knock a few days off that, but that's about it

[#15]

@audigex 

I don't know how the freeze works - is it 10 days from notification or from the actual cancellation. If the former then you have time to make the cancellation without causing problems. If the latter then it would sensible to tell the new owners.

Either way you need to speak to PlusNet tomorrow (unless a staffer picks up this thread first). The House Move team is on 0800 587 1952 - see https://www.plus.net/broadband/moving-home/

There is also an Options Team but I don't have the number for them.

Brian