House Move / Switching to FTTP / 900Mbit

[#1]

Hi,

I'm currently with PlusNet on FTTC and very happy with the speed/reliability of the service.  My contract is running out next month and I'm also in the middle of a house move - completion date still TBC.  Hence I'm not planning on renewing the contract until I've moved and decided 

The house we're buying has Openreach FTTP (I believe the current owners are with BT) - if we schedule the house move with PlusNet once we have a date, how fast can we be up and running - my wife and I will both be working from home in the new house so getting connectivity ASAP is important.  I assume with FTTP already wired in it won't require an engineer visit?

Finally, I only see 74/145/500 options offered on the website - does PlusNet not offer a gigabit (900+) option?

Thanks

Greg

[#2]

@octalorangutan People have posted to this forum about ordering Full Fibre 900 so the product does exist. However it isn't being advertised on switching sites today and I can only see the 3 options you've noted as being available to me now on the Plus.net website.

(I'm on FTTP here with the 74Mbps package under the old trial not the new supported Full Fibre product)

So no idea why 900Mbps have vanished as it seems weird.

[#3]

Hi Greg!

If the current owners leave the service active then we can takeover the existing FTTP service within 10 working days, but if they stop the service then in theory we can reactivate it within 24 hours although sometimes it can take 3 working days.

If there's an issue with the remote activation then we'd need to arrange an engineer which could be a lot longer. I can't say how long as it'd be down to engineer availability but from what I've seen, generally anywhere up to month or so. 

We do offer the 900mbps package to existing customers so my colleagues in the house moves team can sort that for you. When you ring I'd recommend calling 0800 013 2632 as it'll be faster to get through. 

Let me know if you have any further queries.

[#4]

Hey Gandalf,

Thanks for that - just one last follow-up question - when you say leave the service active versus stop the service what do you mean - if they "move house" with their existing provider which would that do?

Thanks,

Greg

[#5 · Accepted solution]

Hey Greg,

If they tell their current provider they’re moving then the provider will likely place a cease order to stop the service (understandably as their customer’s moving out). 

If you know the previous owners then you could try to coordinate with them. For example if you tell us at least 10 working days before your move date you’re moving house before the previous owners tell their provider, we’ll place our order to takeover a working service. That’ll then trigger the cancellation at the other provider’s side. 

Although if the previous owners stay with their provider at their new address then as part of their house move order, they may have to place a cease order which could override our working line takeover and mean the service is stopped so we’d have to go down the reactivation route. 

It’s always a little difficult to coordinate between the new provider activating their service at the new address while the old provider ceases their service and also activates theirs at their customers new address. 

Is there any gap between the previous owners moving out and you moving in? If so then that time could be used for us to reactivate the service. 

Hopefully I’ve not made this more complicated?

[#6]

Thanks Gandalf - that gives me something to work with - timelines for move out / move in are still TBC at the moment, once we have dates will ask the estate agents and try to co-ordinate as suggested.

Cheers,

Greg

[#7]

No problem Greg, that sounds good.

I’m looking at buying my first house in the next year, so I’ll have all this to look forward to as well. 

Hope your move goes well on all fronts!

[#8]

Moderators Note

This topic has been moved from Full Fibre to My Order