Welcome to Fibre link in emails is broken

[#1]

I just signed up today for a new fibre contract, and I've received two confirmatory emails each with the following link to the Welcome to Fibre guide/booklet - the link is broken and the connection always times out.

https://booklet.plus.net/welcome_to_fibre

Not a good start!

[#2]

Moderators Note

This topic has been moved from Broadband to Feedback

[#3]

The booklet service has been deprecated; looks as though someone has not updated the communications email!

I'll escalate it again.

[#4]

Hi @Nevado and @Townman thank you both for flagging this issue. I am currently looking into it and I will update this post once I have found a resolution.

[#5]

Thanks for the information, but unfortunately this doesn't really help me.

On 03/01/25 I ordered an upgrade to a new fibre broadband package which means I will ditch my landline.

I have had no information about what I must do or what will be involved, or what router I will need, etc. I only had an email saying I should look at the "Welcome to Fibre Guide" booklet, but the link is broken.

The same email from Plusnet with the broken link says "The activation date for your broadband service is booked for 08/01/2025."

That is in 2 days time and I have no idea what will happen on that day!

Will someone come to my house to install the new firbre connection? Will I need a new router? Will my existing broadband connection be turned off on that day?  I've been left knowing nothing!

I hope someone can help.

Thanks. 

[#6]

Update:

Since posting my last comment, I called the Plusnet help number and spoke to a very helpful guy (didn't catch the name, sorry) who explained how things would be done when my new partial fibre package is activated. All this was very reassuring, and useful information, but it would be a good idea if everything was properly explained upfront when people switched to this package which Plusnet are still offering their customers.

Thanks

[#7]

@Nevado 

I believe there is an OpenReach page explaining what happens on an FTTP install.

Hopefully you've had all your questions answered but if you're geting a new Hub2 theen you'll need to reset the WiFi credentials to that you currently use. Either that or reprogram all devices using WiFi.

If you want to keep your phone number then you need to start urgently thinking about it now.

As to the install the engineer should explain things to you on arrival. There is some leeway as to where the internal box (ONT) goes. If you'd like to change the location from the current incoming copper cable it may be possible. Probably needs to be on an internal wall with a power socket nearby.

Finally the Hub2 connects via ethernet cable so can go anywhere you're happy to run cable.

Brian

[#8]

@bmc I believe, from reading post #5 that @Nevado is moving to SoGEA, not full Fibre, and as such, all that will happen on the 8th will be that they lose the phoneline - nothing else will change.

[#9]

Hi Brian,

Thanks for the info.

The Plusnet help guy explained what will happen: He told me that, because I already have Plusnet broadband over a landline and am already using a Hub2 router, I will only lose the phone number and the new broadband service will continue over the existing connection - he said it "should" all be seamless and I wouldn't need to change anything at my end. Speeds will hopefully inprove a bit too.

I hope that's all correct!

Cheers...

[#10]

Thanks John,

Yes - that's what I've been told now.

Cheers...

[#11]

@jab1 

Thanks. I stand corrected.

@Nevado 

In a victory for the marketing people over common sense FTTC is called Fibre and FTTP Full Fibre, even though the former still uses copper cable.

My comments about your phone number still stand.

Brian