I’ve signed up to Plusnet, how long is it going to take?

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The time it takes for orders to complete depend on the type of orders we need to place for you. Please find below the different order types and an explanation of time frames.
Bear in mind that there may be certain instances where there's a delay to your order - if this is the case then we will do our best to obtain updates from our suppliers regarding the delay and inform you accordingly.

Transfer/MAC Migration

As Plusnet operates on the BT network if you currently have a working broadband/Fibre (FTTC) service on the BT network then you would require a MAC (Migration Authorisation Code) to migrate over to us. If you’ve signed up for phone as well then once the broadband/FTTC order has completed we would then transfer your phone line over.
The standard lead-times are detailed below:
Migration of ADSL broadband: 5-7 working days from the order being placed.
Migration from ADSL broadband to FTTC: Dependent on engineer availability and your appointment date will be confirmed via email and text message (if you’ve provided us with a mobile number) when the order is placed.
Migration of FTTC (only applicable if service is on the BT Network): If you’ve been given a MAC code that starts with OGEA then you will not require an engineer’s appointment for the engineer to attend the property. However, the migration date will still depend on engineer availability as the engineer is required to attend your cabinet and carry out external work.
Transfer of phone line: minimum of 10 working days (Ofcom ruling) from the order being placed after the ADSL broadband/FTTC order has completed.

Simultaneous MPF

If your provider supplies your services on an LLU (Local Loop Unbundling) line (the most common ISP’s to use LLU are SKY and TalkTalk) and you currently have both phone and broadband/FTTC active we would place the order to transfer both the phone and broadband/FTTC at the same time to reduce any downtime. The lead-time is a minimum of 10 working days (Ofcom ruling) for the orders to complete. You will have needed to provide us with your current phone number for us to identify that this is the type of order we should place. We attempt to retain the number on the line; however, if this isn’t possible then we will let you know. The broadband/FTTC order should complete anytime up to midnight on the same day that the phone line transfers over to Plusnet.
On rare occasions, a simultaneous broadband/FTTC order can fail. If this happens we will need to replace the order once the phone line has activated which will result in some downtime of your broadband/FTTC service.
Please note that if you’re having FTTC installed then the appointment will need to be a PM slot to ensure that your phone line has transferred over in time for the FTTC engineer to complete their work. This is due to the phone line requiring a separate engineer to carry out work in the exchange to transfer your line over from the LLU network to the BT network as this isn’t work that the FTTC engineer can complete.

Simultaneous Working Line Takeover

This type of order is placed if there is a working line at your property but you did not supply us with the phone number. We will place both the phone and broadband/FTTC orders to complete on the same day. We would take over the working line at your property and assign a new number on the line. The lead-time for this is also a minimum of 10 working days (Ofcom ruling). The broadband/FTTC order should complete anytime up to midnight on the same day that the phone line activates with Plusnet.
Again, on rare occasions, a simultaneous broadband/FTTC order can fail. If this happens we will need to replace the order once the phone line has activated which will result in some downtime of the broadband/FTTC service.
As stated above, if the line we’re taking over is on the LLU network then we’ll have to book a PM slot for the FTTC engineer to attend. If the line we’re taking over is on the BT network then we can book an AM slot for the Fibre part of the order as the phone should have transferred over in the morning.

Start of a stopped line

If there are no working lines in your property but we have identified that there is a stopped line then we should be able to re-start this line. A stopped line would normally be present when the supplier for the previous occupants in the property has ceased the service but not disconnected the line fully at the Local Exchange. You will be provided a new number and normally this type of order takes up to 24 working hours to complete. Once the phone line has been re-started we can then place the ADSL broadband order and this will take 5-7 working days to complete. If you have signed up for FTTC then this would be based on engineer availability and the installation date confirmed to you via email and text message (if applicable) when the order is placed.
A stopped BT line is free to re-start, however, a stopped line that was previously on the LLU network may cost £49.99 to re-start as it requires an engineer to carry out work at the exchange.

New Line Installation

If there are no stopped lines or active lines at your property then we would need to arrange for an engineer to either install a new line or re-connect the services end to end. This comes at a cost of £49.99 for the engineer call out. As this requires an engineer the lead-time for this is dependent on engineer availability in your area.
If you’ve ordered ADSL broadband with your new line then the order will be placed once your line is installed and the order completes. The lead time for the order is 5-7 working days from the time it’s placed. You will receive email notification of this.
If you’ve ordered FTTC then this will be placed at the same time as the new line install order so that we can arrange for both the phone and FTTC engineers to attend during the same time slot. Again, this will then depend on engineer availability for both phone and FTTC engineers.