Switch from John Lewis to Plusnet

[#1]

My phone line was switched a week ago and broadband was supposed to be the same day, but account says my order is currently being processed! Have not received a new router, but assumed the old one would be fine as Plusnet supply John Lewis anyway. Have tried calling customer service. 30 mins on hold first time before the battery ran out on my phone, spoke to technical the second time who said he would transfer me across after explaining the problem to them. Another 20 mins of Xmas music before I gave up! What are my options? Am now stuck paying £52 pm for JL which are basically the same provider! So much for Plusnet's good customer service 😡

[#2]

Did you change you broadband package (from ADSL to FTTC or 40/10 to 80/20)?

The JLP to Plusnet transfer follows a special process, whilst the telephone transfer will show on the account, the broadband might not as there are no external orders required.  That can also lead to new routers not being dispatched, however the existing service will continue to work and the JLP router will work absolutely fine with the Plusnet service.  I used one for a few years and are of the mind that they are better than the Hub Ones and on-par with the Hub Twos.

I will add this case to the Super User watch list.

[#3]

Thanks for your reply. No, didn't change anything. The person I managed to speak to said it hadn't transferred, then tried to transfer me to someone who could help! I still have broadband, so that's good. What isn't good is the price I am stuck on and I'll be looking for compensation from Plusnet!