Switching ISP

[#1]

Hi there

i'm just wondering when you switch providers FTTP to FTTP on the OR network should plusnet send you a Sorry you are leaving correspondence letter and or email ?

I put in my request to switch from PN last week and as of now have received no communication and my new service is due to go live next Wednesday the 14th.

The reason i am posting here is because ive read the new ISP should handle everything and should not need to contact PN directly myself and as ive already paid my bill covering this month out of contract price i dont want to be stung with another bill.

Thanks in advance,

Chris.

[#2]

Moderator's note:
Thread moved from Full Fibre to My Account/Billing

[#3]

@Chrisl87 

Normally I would expect an email to be sent but Full Fibre migrations seem to have mind of their own on the PN system. Or the migration request hasn't gone through yet. Time will tell.

You may yet get another bill before it gets sorted out the following month. If the bill is generated before the leave request is actioned then the system doesn't know no to sent the bill. The system catches up the following month and issues a refund if required.

You could login to your Members portal and see if there are any messages under My Account.

I assume you know you lose PN email (if this matters) when you move.

Brian

[#4]

Thanks for the reply,

I dont use the email account so thats a non issue and i also assumed i would have received some form of letter or email before now and looking under my account their is no notifications or anything in the Plustnet Questions portal.

Im just hoping it all goes seamless with no issues.

Thanks again

Chris.

[#5]

@Chrisl87 

Other than waiting to see what's what you could phone PN support to see if a migration request has been received.

If you do, make it clear you're NOT giving notice of leaving, just asking if PN have been informed.

Note your service should continue past the expected date of move if no migration has been accepted by PN.

Brian

[#6]

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@bmc wrote:

@Chrisl87 

Other than waiting to see what's what you could phone PN support to see if a migration request has been received.

---

It might be less risky if @Chrisl87 contacts their new ISP and ask why they haven't advised Plusnet that they are taking over the service.

[#7]

It could be that the new ISP also has this issue: https://community.plus.net/t5/My-Order/Migration-Order-Cancelled-by-System/m-p/1981132#M31903

[#8]

Thanks for the replies

this is a FTTP to FTTP switch still on the OR network and i did contact my new isp and they said they received all required references and that i could ask PN but i want to avoid any potential issues with the switch.

I also received an email from them on the 5th stating they had received confirmation that my new service is committed to start on the 14th august between 8am and 6pm so in that id assume PN are aware ?

im just confused as to why no correspondence have been sent from PN

Thanks again.

Chris.

[#9]

@Chrisl87 have you checked your account for 'tickets' (closed questions) ?

[#10]

Hi there
I've checked the open questions again and their is 0 tickets on my account.

Thanks
Chris.

[#11]

@Chrisl87  any notification of migration will be a closed question. Check for closed questions since the migration order was pkaced

[#12]

i've checked that too

the only last closed question was 18th july which was my normal service bill raised date.

Thanks again,

Chris.

[#13]

@Chrisl87  as @bmc  said earlier, I would have expected some notification from Plusnet.

With pre FTTP and SoGEA connections , the primary asset was a phone line and number.  Openreach and ISP  systems were based around that, so transfers were based on the phone asset and everything else went with it. With FTTP the primary asset is the fibre connection, there's no phone number. The systems, Openreach and ISP have been changed to cope with this but I'm not sure it's perfect, it will be when One Touch switching comes along..

In the mean time,  I'd perhaps wait a day or two to see if one of the Plusnet staff pick this thread up, if not then I'd call  in and ask why no notification of transfer has been received

[#14]

Thanks for the reply,

Yeah i think ill wait a day or two to see if anyone picks it up then Open A Ticket regarding this issue as in the past with migrations its been 2 days max for the Sorry you are leaving email to come through.

I would of thought it would be more seamless being a FTTP migration but if the new ISP has everything sorted and dates confirmed via OR etc then id of assumed PN would be aware by now.

Just hope it gets sorted as i dont fancy paying two bills.

Thanks again,

Chris.

[#15]

then Open A Ticket

you can't do that any more, you have to call in. Only staff can open a ticket ( apart from complaint tickets )