I am in the process of swapping from John Lewis broadband to Plusnet. My phone service has been swapped over but not the broadband yet. I phoned earlier today and was told my broadband would go live 26/1/23 and I should plug in my new router (which I have already received) that day. This was then confirmed by text. I have since received both a text and an email saying broadband will be activated on 3/2/2023. Neither text or email mention plugging in the new router. How do I know which date is correct and when to plug in my new router? Thanks in advance!
The transition from JLP to Plusnet is a non-standard process and thus not something to worry about too much. The JLP service will keep going through the change over period, in fact for a few days after the Plusnet account has gone fully live.
You could try the new router after the first date and see if it "wakes up". Also try looking at the PN Ticket history (especially closed ones) using the link below.
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.
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Checking over your account your broadband service will be going live on 03/02/23, you'll get an email & text on this date to let you know when you can switch over the routers.
