SoGEA or Full Fibre?

[#1]

Has anyone switching to FTTP had this email/text message from Plusnet before their switching date?

We're sorry to hear you're moving your landline service.

Another service provider has told us that you want to move your phone away from Plusnet.

Your Phone service is scheduled to transfer automatically on 14^th October 2024. This means that on this date, your phone services will be taken over by your new provider and you won't need to contact us to cancel your service with us.

If something isn't right and you would like to speak to someone about your account, please call us for free on 0800 073 3057 from a landline or mobile.

It`s the wording in bold that worries me when they say another provider has told them? But it could be they are using generic language for anyone who chooses to lose their landline and may be porting away their phone service to a VOIP provider (which I am not doing). 

Any clarity on this would be great. And if the 0800 phone number given is genuine. 

[#2]

@plusmouse 

I moved from Plusnet in July, and got a similar letter but it referred to "broadband and phone" rather than landline. I was moving both to Zen. I suspect that this is generic email when your landline is ceasing but maybe someone who has done what you are doing ( i.e.recontracting on full fibre with Plusnet) can confirm.

The phone number in my email was the same as in yours.

[#3]

@jgb Many thanks for replying. That`s reassuring. I suspect that the text message & email are referring to my phone line ceasing on the 14th when an engineer is coming to do my changeover. When I read the notification, it worried me that it mentioned another company.....but maybe that`s in there due to some members, like yourself, who are/wanting to move their landline or both to another provider. 

Appreciate your reply @jgb  👍

[#4]

Just to confirm what I asked about above. I got a letter from Plusnet this morning with similar wording to the email PN sent me saying "Another provider has told us...." so I called the number on the letter and had it confirmed that yes, this is a system generated email/letter with wording that can read to confuse, but it is what we though it was. 

It`s worded that way due to some customers (like jgb) who are leaving to go with another provider either for one or both services, rather than like me who is only losing the landline. It just raises an eyebrow when you read the words - "another provider has told us!`....when they haven`t!

Hope this helps others who get this same email/letter if they are staying with Plusnet. 

[#5]

@NickBS

Can the wording of this email be changed to something like “ … ceasing service with Plusnet … “ which conveys the same status without the confusion discussed at length above.

[#6]

IT`s DONE!! 🙃 Engineer arrived just before 12:00 noon and about two hours in, my Full Fibre was up and working! New overhead line fitted from the pole next door, the ONT and the small grey box outside now fitted. 👍 I`ll let things settle down for a week or two and monitor the speed but I`m confident it will be fine. The engineer did tell me that FF broadband speeds are guaranteed so if it drops below what I was promised, just to inform Plusnet. But unless it plummets to a snails pace, I`ll be happy enough. 

However, a small slap on the hand for Plusnet as the engineer asked me if I`d been sent an Internet Cable out? I said no, I just agreed my new FF contract but no mention of a cable being supplied. So he graciously supplied one for me. It`s a short black cable that plugs into the Hub2 and then into the ONT itself. I`d no idea I needed one until he asked? Nearly cried when he asked about that thinking I wouldn`t be able to connect up without one but all sorted. Just a note for anyone reading this though to make sure they ask about having an Internet Cable supplied when FF is ordered. Just incase you don`t already have one. 

[#7]

@'m amazed you don't have an Ethernet cable if you have a router, they are usually included

[#8]

When I was with Plusnet on FTTC and received a Hub 2 I seem to remember that there were two cables in the box.

One was for use with FTTC where the router was plugged into the phone socket possibly via a filter if the socket was not filtered - this broadband cable had white or grey RJ11 plugs at the ends - and into the the grey broadband socket at the back of the Hub 2.

The other cable was a two metre (?) long ethernet patch cable with yellow RJ45 plugs at the ends  This colour matched the LAN ports in the back of the hub and the cable was provided so that you could have a wired connection to your computer if you so desired. If you diid not use this cable to provide such a wired connection it can be  used to connect the ONT to the router plugging into the red WAN socket in the router. If you do use this cable for a wired connection then you would need another RJ45 patch cable to connect the ONT to the router as was provided by your installer.

Later boxes of the Hub 2 sent out to customers taking FTTP had two ethernet cables included in the box, one with yellow ends and one with red ends. The one with red ends was for connecting the ONT to the router via the red labelled WAN socket and the other with yellow ends was for a wired connection from a LAN socket to a computer etc. The different coloured ends on the cables were purely to aid interpretation of the installation instructions otherwise both cable were of identical specification.

[#9]

@jgb I was not sure of that, although ISTR when I received my original and replacement TG582N routers, they were supplied with both cables - one being the grey one for the master socket to router connection, the other being an Ethernet cable - white with yellow ends if I recall correctly.

[#10]

Hey guys. I`ve just had a look at the back of the Hub 2 router and the black "Internet" cable the engineer supplied is black with a yellow end and it`s plugged into the red WAN socket on the HUb2. Then I have my long ETHERNET cable and the power adapter on the end. That`s it.

@jgb - The shorter, thinner cable that used to plug into the router and then the line box on the wall has been totally removed. As was the phone cable that the Home phone used. I`m still in mourning at the loss but we`ll get used to it, I`m sure.

So, I have the ONT box attached to the wall with the three green lights on, a separate plug next to that and then the power adapted plugged in next to that. So the two-socket wall adapter was enough. I didn`t have to add an extension plug, which was great. 

Then I connected to the WiFi on my phone to test the connection and the engineer tapped on multiple screens on my phone as I held it up like Scottie from Star Trek! I told him I`m glad HE did that and not me!!! 😄 It showed speeds of 150mbps! 

So much faster than I`m used to but I`ll see how it steadies itself as the weeks go on. Oh and he ran the new line next to the old one without removing it? Or removed the BT fitted box the home phone used either. I thought that strange but he wasn`t in an Openreach van, it said Circet? I may have spelt that wrong, but maybe those `bits` belong to BT so he wasn`t allowed to remove them? He didn`t say and I didn`t ask. Would have been nice to have the old wiring and other bits removed just for aesthetics all the same. 

[#11]

@plusmouse 

Do you still have the box the Hub2 came in? You should find an ethernet cable in there.

Brian

[#12]

---

@plusmouse wrote:

Hey guys. I`ve just had a look at the back of the Hub 2 router and the black "Internet" cable the engineer supplied is black with a yellow end and it`s plugged into the red WAN socket on the HUb2. Then I have my long ETHERNET cable and the power adapter on the end. That`s it.

---

That is all the cabling you need, @plusmouse - don't worry about the colours, so long as the connectors are right, cable colour is irrelevant.

[#13]

OMG @bmc .....I`ve just dragged out the box that the Hub 2 came in when I last contracted and yes, there IS a black cable with yellow ends and printed on the cable it says CAT5e UTP 26AWGx4P PATCH CORD ISO/IEC verified....etc, etc...so I`m guessing this is one and the same thing? What a plank I am! Had I taken this box of unused cables and bits out the engineer would no doubt have recognized it and been able to use it. 🙄 You live and learn....I had a senior moment when he asked if I had an "Internet Cable"? I wasn`t sure what he meant because my very LONG Ethernet cable was already in use, so I presumed he was talking about some new type of cable because of the FF install....crossed wires, I suppose. 

In the box I also have a two white cables with yellow ends and clear plastic plugs and a yellow cable with clear ends. All `extras` that were never used so kept `just incase`. Thing is, I wasn`t sure what these cables were for in the first place so stored them for future use. It didn`t dawn on me that these may be of use to my new FF install. Well, at least the black cable. 

[#14]

@plusmouse
Good to hear your full fibre install was successful.
Just to confirm that my understanding is that only Openreach can remove the old external PSTN wiring as it belongs to them. 3rd party installers/contractors are not allowed to touch it.

[#15]

@Protech - Yes, it was all done in less than two hours and my engineer knew his job well and just got on with it. Thanks also for the old equipment query as I thought the same thing but wasn`t sure. I suppose it will just have to stay there looking like an antique screwed to the end of my window sill. The old external cable also until Openreach remove them at some point. 

My account page still doesn`t show the Start date for my FF contract to begin but my old one finished yesterday with the final payment taken. My next bill (which I have queried in another post and it`s got a ticket running) I thought would begin today, the 15th? But one of my emails says that`s not always the case. So I`ll keep an eye on my accounts page and see if that updates to show the actual start date for my FF. My next payment is higher because it`s taken in advance and `out of contract` priced so that should balance itself back to where it should be......🤞