Out of contract but still incurring leaving charges?

[#1]

Under your products, if it says...

• Unlimited Broadband - you are on ADSL (old technology)
• Unlimited Fibre - you are on FTTC 40/10 (aka up to 36mbps)
• Unlimited Fibre Extra  - you are on FTTC 80/20 (aka up to 76mbps)

You might have other options with Plusnet, but due to BT Openreach stop sell rules, upgrading to one of the FTTC or FTTP products would mean transferring your landline number to a VoIP provider of your choice.  Plusnet no longer offer voice services and BT Openreach are inhibiting new orders for the existing voice services.

What does this report as being available at your address - https://www.broadbandchecker.btwholesale.com/#/ADSL/AddressHome

[#2]

In that case, I suspect your current service is Fibre To The Cabinet (FTTC), but the speeds you are quoting point to either (a) an unbelievably long copper section or (b) a major fault.

As you are leaving PN, it is pointless anyone suggesting possibilities to rectify this though.

[#3]

Ah yes on my Plusnet account I’m on unlimited broadband, and I used the option for them to handle everything. I’m going from BB to M125 Fibre Broadband.

[#4]

This is what I get, 4.92 Mb/s 0.78 Mb/s
I don’t know what speeds I’m supposed to have but people comment when they’re in my house that my BB is very slow. I wouldn’t know any different really it’s all I’ve ever been used to, I live alone and just never had fibre.
I stayed with Plusnet for years because previously the BB was stable but it’s terrible now, I think they’ve gone downhill.

[#5]

No wonder you  are slow - you are on ADSL (copper line from exchange to you) and looking at those speeds you are on a very long line - or have a problem.

Just to add - I seriously can't believe PN are daring to charge that price for that product.

[#6]

@DanielleJacqui8 

Assuming that you have not contacted Plusnet yourself to tell them you are moving to Virgin, and since you say that you used the option for them (I assume you mean Virgin) to handle everything, then for Plusnet to have sent you the "sorry you are leaving" email, Virgin must have been in touch with Plusnet. So the OTS appears to be working so far.

Virgin will have advised Plusnet on the date when the Virgin service will go live and Plusnet should cease your service accordingly. But, if things are delayed you might need to check with Plusnet that they are aware of the delay (i.e. have Virgin advised Plusnet of the delay?) to ensure that Plusnet maintain your service until the revised date. Hopefully the OTS covers such issues.

I say this as I moved to Zen on the City Fibre network in July (admittedly before the OTS was in place) and Zen advised that they would tell Plusnet, which they did, but also said that if the City Fibre install was delayed to make sure that Plusnet were aware as that did not always happen automatically. As it happened all went to programme and the switch happened on the appointed date, so no problems.

[#7]

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@DanielleJacqui8 wrote:
This is what I get, 4.92 Mb/s 0.78 Mb/s
I don’t know what speeds I’m supposed to have but people comment when they’re in my house that my BB is very slow. I wouldn’t know any different really it’s all I’ve ever been used to, I live alone and just never had fibre.
I stayed with Plusnet for years because previously the BB was stable but it’s terrible now, I think they’ve gone downhill.

---

Maybe that is the speed you should be getting for that product?

Your speed might be "very slow" compared to levels of service which those making the comparison are paying for in some other location.  Your service might have a fault on it ... have you sought to explore that possibility?  Everything has a context and there seems to be judgements being made here with no appropriate consideration of context.

• What products are available at your address - use the availability checker I posted earlier
• What speed does it report ADSL2 should deliver - if it is markedly more than you are getting, the presence of a fault needs to be explored
• If there are FTTC or FTTC products available ... then indeed they will deliver more speed, if that is what you opt for

You state that you never had fibre - is that your choice to not upgrade or are (were at the time) such services not available at your location?

Yes in some locations, BT Openreach has not installed FTTC or FTTP infrastructure and the availability of only the slower ADSL services is not the fault of the ISPs as you seek to suggest here: no one can deliver high speed broadband over wet string.  In such situations Virgin is a potential option.

However, having not looked at the context, we / you do not know what is available, at what price, nor if there is a fault on your line, making "previously the BB was stable but it’s terrible now, I think they’ve gone downhill" more than a tad unfair ... unless 'previously' there has been an unresolved faults investigation and the service remained way below its advised service level.

[#8]

I'm just going to 'watch' this topic - although as the OP has chosen to move to VM, there is little point in anyone on here spending much energy.

[#9]

@jgb wrote:

"I say this as I moved to Zen on the City Fibre network in July (admittedly before the OTS was in place) and Zen advised that they would tell Plusnet, which they did, but also said that if the City Fibre install was delayed to make sure that Plusnet were aware as that did not always happen automatically. As it happened all went to programme and the switch happened on the appointed date, so no problems."

I made exactly the same move last month, but did it slightly differently:

The Zen CityFibre service was installed on 18th November, but I specifically chose for Plusnet not to be informed - I wanted an overlap in case of last minute hitches with the FTTP installation, (there nearly was: the CF engineers turned up without any ONTs and were frantically ringing around to source one for me!).

Once I was happy that the Zen service was working properly, (about 24 hours later), I signed up with Andrews& Arnold to take over our home phone line as VOIP, (it works directly out of the Zen supplied Fritz!Box router). This triggered Plusnet being notified to close down my FTTC and phone service with them, (as I expected and wanted). The telephone migrated to A&A on 25th November

I received my final bill a couple of days ago, (20 days after the phone moved), a credit which I am just waiting to be refunded to my bank before I cease the Direct Debit.

I have been on these forums for about 3.5 years and read many horror stories about other peoples problems with changing infrastructure providers, (eg Openreach > Virgin or AltNet), so planned my move very carefully - thanks to advice gleaned from contributors on here. 

.

[#10]

Hey @DanielleJacqui8,
 

I’m happy to assist with your contract and latest bill. While I can’t discuss account details on a public forum, I noticed that @Tina11192 has already started a conversation on your account, highlighting an issue we’ve identified. For more information, please follow this link.

https://www.plus.net/wizard/?p=view_question&id=245295879