previous broadbad provider notified?

[#1]

hi,

i have joined plus-net and due to go live on 15-9-2021.

i have not hard from my existing provider (john lewis) about the take over of the line and broadband. As John lewis broadband is provided by plusnet, I'm worried that it seems like an internal transfer and if the John lewis broadband side  has not be notified of the take over, i might continue to be billed by them.

can  a plusnet staff member please confirm that my existing broadband and telephone provider (John lewis) has been notified about the take over   of the line and broadband, and put my mind at ease

thank you

[#2]

Thanks for your post @itsmm and welcome to our Community Forums.

I believe we've since messaged you back but all's looking good for your transfer to happen on the 15th September.

If you can drop us a message on the day, we can manually complete the activation as soon as the transfer's completed.

We'll pick this up even if you don't message though but sometimes a quick message can get things done faster. 

Let us know if you've got any further queries.

[#3]

thank you for getting back

Do you mean to get back when the plus net activation has completed so you can manually close the John lewis account?

i will get back to you then, if so.

[#4]

Thanks for getting back to me @itsmm

Sort of. The way that transfers between John Lewis Broadband and Plusnet work is that we'd transfer the line across that takes 10 working days, then instantly migrate the broadband service if there's no changes being made to the broadband.

(If you're going from standard broadband to fibre or vice versa, then the broadband migration isn't instant but that's not the case for you as it looks like you're staying on the standard broadband service)

At the time of manually activating your Plusnet account, we'll manually close down your John Lewis Broadband account. 

[#5]

hi Anoush,

just got an email from plus net to say there has been a problem processing the broadband order (received today 5/9/2021)

the email doesn't give any more details

Can you please have a look at this to see what the problem is and if its been resolved please?

thank you for your help

[#6]

just to add that i had a look at the order tracker and its saying there is a potential problem with my line.

thats strange as the tracker had previously stated no issues with the line,and the line test had passed.

is any of the staff able to shed light on this please?

[#7]

Thanks for the heads up @itsmm

I've checked the transfer order and it's still on track for the 15th September.

I'd recommend ignoring the automated email you've received. Really sorry for the confusion.

I've re-updated the order tracker for you now

[#8]

great! thank you for the sorting it out.

will give you a shout , as you said, when the i get notification that telephone has been switched over.

have a good day

[#9]

No problem @itsmm and sounds like a plan

Have a good day too

[#10]

Hi there

It's my switch day today and so far I have not heard anything.


Can a staff member pleas check all is well and when the landline and phone switch is likely to happen?

[#11]

Thanks for getting back to us @itsmm

The phone transfer's completed so I've activated your account. Once you've setup your Plusnet router you should be up and running with us. We'll close your John Lewis Broadband account within 48 hours and you'll get a final bill within 20 days to cover anything you've paid for a service you've not had on that side and/or any applicable termination fees.

Let us know if you need any further help.

[#12]

Great. Si I'm I ok now to connect my Plusnet router?

Also. I have sent you a PM regarding billing issue.

Many thanks for your help.

[#13]

@itsmm wrote:
Great. Si I'm I ok now to connect my Plusnet router?

Yep.

Also. I have sent you a PM regarding billing issue.

I'll head on across and reply back shortly

[#14]

Thanks!

I didn't get a text notification about phone line take over etc hence posted here.

At work now but will plug in the router when I get home and let you know how i get on.

Many thanks

[#15]

No problem, let us know how it goes