Broadband activation

[#1]

I'm trying to find out if my new Fibre Broadband was activated on 21st April 2023?

I've tried twitter and the chat, but I'm getting nowhere.

My order tracker says complete but my account is stuck on 'cannot make changes due to current product change'

So I've no idea what's happening

[#2]

@caseykings Welcome to the forums. Is this a move from another ISP, or an upgrade to a previous PN connection?

[#3]

This is an upgrade from a previous PN standard broadband connection

[#4]

OK. That banner is a result of the PN accounts program, but can be ignored if this is an upgrade. All you need to do to check if it has completed is to compare your before and after speeds. What did you upgrade from /to?

[#5]

@jab1 I went from 5mbps to 38-40mbps

I still stuck on 5mbps when I do a speed test

So I'm assuming it hasn't been done

[#6]

So the move is from ADSL to FTTC. Which Hub/Router are you using?

[#7]

They sent the Hub Two as part of the new package, which I've already set up

[#8]

OK, that is a start. Just in case something didn't quite go right on the day - it can happen - can you see any open/closed tickets on the subject, using this link - Plusnet Ticket Search ?

[#9]

OK so I had look through the long list of tickets

I found this amongst then...


*The broadband service is now being transferred to the 21C Network.

The transfer will complete by midnight on 25/04/2023*


Does that mean it will be complete on the 25th instead?

[#10]

Quite possibly, although as it will also need a BT/OR engineer to physically move your connection on to the FTTC cab, it will depend on their availability. You will know if the ADSL>FTTC change happens, as you will lose connection for a while - anything from 20 minutes to a couple of hours, depending on what the engineer has to do.

[#11]

OK, I guess I now just have to play the waiting game now.

Thank you so much for your help

[#12]

Moderators Note

This topic has been moved from Broadband to My Order

[#13]

Hi @caseykings I've checked your account and yes it's active and there's no flags on there to show a product change in progress at the moment so everything should be fine. 

Do get back to me if there's still an issue and I'll be able to help. 

Adam