FTTP switch to Plusnet gone seriously wrong

[#1]

Hi, glad to hear you're all sorted, I've now asked for my case to be passed to the CAT team 🤞

[#2]

I'm glad I found this thread.  I was seriously considering switching my FTTP from BT to Plusnet, but this confirmed my fears, if the switch goes wrong I could be out of internet for a while, and any saving I make on the internet would be wiped out by having to buy train tickets to go to the office when I can't work from home.

[#3]

I have fallen fowl of this issue switching from BT FTTP. My BT service stopped working on the nominated switch day (4/4/24) but the Plusnet device never activated. I have been told the issue is with BT Wholesale and now have to wait until they fix it.

As I work from home I have had to go out and buy a 4G router and data SIM to get me back online, which has probably blown the savings I expected to make by switching!

If this is a frequent occurrence one might suspect BT Wholesale do this to dissuade people from switching, or maybe their systems are related to the ones the Post Office use! Either way switching providers is a normal function, so this should not happen.

[#4]

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@JonnyWizz wrote:

I'm glad I found this thread.  I was seriously considering switching my FTTP from BT to Plusnet, but this confirmed my fears, if the switch goes wrong I could be out of internet for a while, and any saving I make on the internet would be wiped out by having to buy train tickets to go to the office when I can't work from home.

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Reading the thread carefully the issue was not switching TO Plusnet but it would seem to be switching FROM BT - the issues were within BT's systems.

Elsewhere we have seen the report of a user switching FTTP to Plusnet and after some protracted investigation, it transpired that the use had one of the earlier 4 port ONT units.  The user reasonably expected the new service to be on port 1 the same as their old service.  After days of head scratching and inconclusive investigation, it was discovered that BT Openreach had provisioned the new Plusnet FTTP service on port 2 ... so diddly squat to do with Plusnet!

[#5]

Just an update that the Plusnet service went live on the 08/04/2024. As mentioned before Openreach had done the switch at their end but BT Wholesale had not then acted on this to make the switch. Not a Plusnet issue but one that may impact any ISP when switching providers. Ofcom should do more to pressure BTW (the man in the middle) to stop these issues from occurring.

[#6]

To add to this. My BT contract expires on the 20th Sept, so decided to place an order on the 16th Aug for Plusnet to start when the BT contract ends. On the 20th Aug (coincidentally a month earlier than switch date) BT stopped working entirely, have an openreach engineer here who is stuck, as BT say the account is still working and active, but someone else says the account is in migration (which it shouldnt be yet) and Plusnet havent opened my account yet... What should be a case of waking up on the 21st to a new provider has been a lot of stress.

[#7]

Do you have a 4 port ONT?

The migration will be set up as soon as you place the order … but that should be to be actioned on the chosen date.

[#8]

Yea, all the lights from the openreach side as as expected, and have tried my own router and the BT one. Also tried my plusnet credentials rather than BT ones. Believe its BT wholesale who have messed this order up. Asked plusnet of they can bring the order forward but thatd be another 10 days minimum, so will have to wait until the 20th... Time to see what this automatic compansation looks like!

[#9]

If you have a FOUR PORT ONT have you tried the other ports?

[#10]

Sorry misread, one port. Finally got through to someone at BT who appeared to have half a clue, they're going to call me back at 6 to get it restored with BT wholesale

[#11]

Just frustrating its taken 2 weeks for someone to have an idea...

[#12]

BT didnt call back, got through to a call centre overseas that didn't understand the problem, did the diagnostic checks that have been done loads of times (and by the engineer that came out). BT called this morning (when I declined to close the open complaint ticket) blaming PlusNet...

Tried BT wholesale this morning who said try OpenReach (who thought I was an engineer) but they're stuck in a loop of saying the service will start on 20th Sep, I point out existing service should still be working upto that date "thats correct"... Something seriously messed up with the process. I get human errors happen, but someone between the parties (who are the same parent company other than OpenReach, who still have historic ties with BT) should be able to talk to eachother and help.

[#13]

I have poked the escalation I raised yesterday, in the hope that a pan-group staff member can assist you.

I fear that Plusnet themselves are not going to be able to fix this as they do not yet own service provision.  The only way I think the might be able to help (if at all possible) is to bring forward the migration date.  That's nothing more than a logical suggestion, I have no idea if that can be done, nor any side consequences of doing so.

[#14]

Thanks, thats actually what I suggested to the support team, however with a new request, it still would take 10 working days apparently due to some process technicalities, so safest to wait. It was at that point they said to go back to BT to fix

[#15]

Not so much as process technicalities, as OFCOM anti-slamming rules.

There has to be a grace period for a WORKING LINE take over, to allow a user to back out from a deal; stop intentional slamming or unintentional take over of the wrong line / user.

However, if this is not NOT a working line, transfer should be possible in 4 to 5 working days.  Details need one of the Plusnet gurus - as this space is now out of wizards!