Switching day been and gone

DaveH34 · ‎17-01-2023

Hi, I'm switching from John Lewis. Switch over day was yesterday but nothing seemed to happen, no messages, no outages. This morning everything is still working on JL as normal. As suggested elsewhere I tried the PN router this morning anyway, it briefly showed blue but then defaulted back to orange. Could someone check where the order process is at please.

Townman · ‎22-08-2007

Hi Dave,

A warm welcome to the forums.

The switch from JLP to pure Plusnet is very transparent, as there are no BT Wholesale broadband service changes involved. The fact that the router turned blue suggests that it did make a successful connection to something. Can you please check the router settings (follow the instructions with the router) to see if your Plusnet account name has been configured within the router.

Can you log into the Plusnet member centre OK? Dies your account password have any special characters?

In another browser tab, login into the Plusnet user portal BEFORE clicking the fault & ticket links

Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.

If this post helped, please click the Thumbs Up and if it fixed your issue, please click the This fixed my problem green button below.

DaveH34 · ‎17-01-2023

Hi, thanks for your reply. I've received phone switch over confirmation SMS today so it looks like we're just a day behind. No joy yet on the router but I guess I should leave it until midnight tonight now. JL broadband still working.

DaveH34 · ‎17-01-2023

No change this morning, JL still up, no connection to PL. Perhaps something will happen during the day. Off to work now so it'll have to wait again!

DaveH34 · ‎17-01-2023

Email just received...

MatthewWheeler · ‎01-01-2012

Hi @DaveH34

I'm really sorry for how long it's taken to get back to you. We've been quite busy recently so it's taking longer than we'd like to reply.

Unfortunately, some more manual work was needed to get everything up and running but this has been done now.

If you connect up the Hub 2 router you'll be able to get online

After the 3rd of November I will have a limited presence here as I have moved to a new role
If this post resolved your issue please click the 'This fixed my problem' button

Matthew Wheeler
Plusnet Help Team

DaveH34 · ‎17-01-2023

No worries, thanks for the reply. Just joined a meeting (JL still working for now), will make the switch asap!! Old router on its last WiFi legs so keen to get switched over!!

MatthewWheeler · ‎01-01-2012

No problem at all @DaveH34

Let us know how you get on

After the 3rd of November I will have a limited presence here as I have moved to a new role
If this post resolved your issue please click the 'This fixed my problem' button

Matthew Wheeler
Plusnet Help Team

DaveH34 · ‎17-01-2023

All up and running, as easy as plugging it in as you said. 👍

Should anyone else find themselves here mid JL to PN switch, I think what I've learned is the switch process from JL can run a little differently than the true provider switch process (JL provided by PN). The JL broadband keeps working until and indeed beyond PN broadband being ready, the changeover might take a few days longer than email/SMSs might suggest but it's very quick and straightforward to swap over when it does come.