Switch from BT due on Wednesday. Line now dead

[#1]

Hi

I’m due to switch from BT to Plusnet on Wednesday. I just got a text telling me my order is in progress and my connection would go live on the 10th any time up to midnight. About 5 seconds after the text came in I lost all internet connection on my BT line. It’s now dead. Am I going to be without internet for 2 days now? It’s not a connection issue, is due to the switch. If my BT line is dead is it possible that my switch will happen sooner? I was never warned that I could be 2 days without internet and I can’t really afford to have no connection until possibly midnight on Wednesday. Any help would be appreciated. 

[#2]

@Alpower Welcome to the forums. Why do you say it is 'due to the switch'? that is not the way it works. I would contact BT (as your current provider) and ask them what has gone wrong.

[#3]

I’m switching to Plusnet from BT. My plusnet connection is due to go live on the 10th as per my order and this text:

“Your broadband service is due to become active by midnight on 10/08/2022. Please don't set up your router until we confirm your service is active.”

[#4 · Accepted solution]

I know you are, but until you switch - on the 10th - you ISP is BT, and it is them you need to contact to ask why they have -possibly - cut you off too early. Although I suspect an unfortunate BT network issue, timing-wise, as things just don't happen that quick.

[#5]

Moderators Note

This topic has been moved from Broadband to My Order

[#6]

Was just explaining as you asked what I meant.

It’s not a line issue, I’ve just spoken to BT and they’ve said that the switch has started and that the date they’ve been given is the 9th so now I’m a bit confused.

[#7]

I'm not Plusnet staff - who have all finished no for the day anyway - but this sounds suspiciously like a BT foul-up. I have never heard of a switch starting at ~9PM - they are usually scheduled for early in the morning of the transfer date, and should take no longer than a couple of hours.

[#8]

Yeah that’s what I figured tbh. I guess I’ll just have to wait until the morning and see what can be done. Might get lucky and the switch happens a day early. Cheers for the replies anyway

[#9]

Let us know what happens.

[#10]

Now they think it might be a fault after all. They’ve activated my BT Mini hub so regardless of what they’ve screwed up, I have internet again. Further solidifies my decision to move from BT. Thanks again!

[#11]

I wouldn't touch BT as an ISP, but that is my personal opinion - their left forefinger doesn't know what their left thumb is doing.

[#12]

Well, it turns out it was the switch after all. Woke up to an email saying our phone line had now switched to Plusnet and not long after got another one to say the broadband was live. All up and running now. Guess it just happened early! Thanks again for the replies.

[#13]

Glad you're sorted!👍

[#14]

Your switch was always scheduled for today. PN like to confuse people by saying "by midnight on 10/08/2022" whereas 23:59 on the 9th would clearer.

[#15]

That really does make it clearer actually, thanks. Turns out there is ALSO a fault on the line. Openreach we’re around earlier so they’ve got to fix that. My connected is still fine though so small mercies. Thanks for your reply