Re-contracting from FTTP Trial

[#1]

Hi, I've been on the FTTP Trial for several years; I'm now out of contract and debating whether to re-contract.

Are there any caveats to be aware of? It used to be that only a few staff members knew much about FTTP; am I going to have similar issues coming from the trial to a 'normal' contract? And is 24 months really the minimum in this case? I won't need the router either; can I phone and speak to someone/anyone instead of going through the online process, see if there's any better offers available?

Also suffering my (I think first) noticeable downtime in the 7+ years since joining the trial since about midnight this morning (21st Sep) - I'm guessing this is just an unfortunate coincidence, but if not, what's the best way to go about reporting this as a fault?

Thanks!

[#2]

Moderators Note

This topic has been moved from Full Fibre to My Account / Billing

[#3]

@Jev 

You can phone the PlusNet Customer Options Team on 0800 013 2632 (might do for fault reporting as well - don't know).

Those of us on the Trial are on a 30 day rolling contract.

Some things to consider - mainly do you use your phone or is your number important to you? As you're on the Trial you can almost certainly port your number out to a VOIP provider prior to contracting but it needs to be done first.

Consider taking the Hub2 - if for nothing else as a back up. It has better WiFi than the Hub1 though you could already be using your own equipment.

I believe 12 and 18 month contracts are available but will generally cost just a bit more than a 24 month one.

Brian

[#4 · Accepted solution]

Hi there,

Renewing your FTTP service will be fine whether you'd want to do that online or over the phone. I agree with Brian that the best number to ring to talk about our offers would be our Customer Options Team on 0800 013 2632. 

If you stay on the same speed, then all we'd have to do is an "instant account change". This won't make any changes to your service and all that'll do is take you off the FTTP trial and onto our shiny Full Fibre product

If you want to upgrade your speed, then we'd manually place an order with suppliers to do this and once that's happened then your account will automatically change to Full Fibre (taking you off the trial package).

As you don't have a landline phone with us, then the changes we'd make to your existing FTTP service won't affect this. 

Regarding your connection not working, you can report a fault by going Here but this will only work if you have an account type which is Full Fibre, so at present it won't let you if you're on the trial. 

I've taken a look for you so no need to call in. This is a bit of an odd issue as our logs are showing your connection stopped working on the 15th September and there's what's called a stale session which is stopping a new connection. 

I've been talking with our suppliers quality assurance team and they've identified an incorrect setting their side which meant that the fibre signal wasn't correctly routed to us. No idea how this happened but should be fixed for you!

Can you get online?

[#5]

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@bmc wrote:

Some things to consider - mainly do you use your phone or is your number important to you? As you're on the Trial you can almost certainly port your number out to a VOIP provider prior to contracting but it needs to be done first.

Brian

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Might be worth tagging @Gandalf at this point, just to confirm that this option is still available for Trialists. It worked for me, but I moved my phone number to voip before the retail fttp went live. Everything went perfectly.

BrianG

[#6]

@bmc, if the landline phone is with us then it shouldn't actually make a difference whether it's ported away before or after the account is changed to Full Fibre, because as the broadband service is already FTTP, the order we'd place won't affect the landline. Although I'd say it's worth having someone keep a close eye on things in this scenario.

If the landline phone isn't with us then much like the above, the type of order we'd place wouldn't affect the phone as the broadband service is already FTTP, and I wouldn't say it needs anyone to monitor those in this scenario. 

@Jev, if you do go ahead with renewing feel free to let me know and I'll be happy to make sure the transition to the Full Fibre product goes smoothly for you. 

[#7]

Whatever they did fixed it, thanks! Back online now after bouncing the router to force a reconnect.

Will give the team a call re contracting when I get a chance; thanks for the help/pointers everyone!

[#8]

Nice! No problem, let us know how it goes.

[#9]

Been a while since I started this thread, time flies! From memory, the connection died again about a week after it got fixed previously but bounced the router again and it's been solid ever since.

I've finally got around to trying to re-contract tonight, and unfortunately appear to have hit a snag. The website seemed to recognise I'm already on Full Fibre when I went through the ordering process, but as soon as I submitted the order, I got an email:

There's been a problem with processing your broadband order.
Once we've got more details, we'll deal with this and contact you if we need to.

The (different) "Confirmation of your package change" email also gave a "new package will be active" date of the 29th November, which seems a bit extreme for what is theoretically just a minor speed change (went for Full Fibre 145, currently on 80/20).

Looking at the (automatically opened) help ticket gives a bit more info:

There's been a problem progressing your broadband order.

We'll get some more information on the problem and update this ticket with details as soon as we have them.

[internal note]
Order has been cancelled. Please check Install Diary and resubmit order once issue is resolved.

The member centre is still reporting that I've got a product change in progress though, so can't change anything (was wanting to add a static IP too!).

Hopefully it's just because I was on the trial and that's always confused your systems, and whoever's desk that ticket lands on can figure it out