topic Re: Switching ISP in My Account/Billing

Switching ISP

Chrisl87 — Wed, 07 Aug 2024 13:54:43 GMT

Hi there

i'm just wondering when you switch providers FTTP to FTTP on the OR network should plusnet send you a Sorry you are leaving correspondence letter and or email ?

I put in my request to switch from PN last week and as of now have received no communication and my new service is due to go live next Wednesday the 14th.

The reason i am posting here is because ive read the new ISP should handle everything and should not need to contact PN directly myself and as ive already paid my bill covering this month out of contract price i dont want to be stung with another bill.

Thanks in advance,

Chris.

Re: Switching ISP

Baldrick1 — Wed, 07 Aug 2024 14:10:50 GMT

Moderator's note:
Thread moved from Full Fibre to My Account/Billing

Re: Switching ISP

bmc — Wed, 07 Aug 2024 14:42:54 GMT

@Chrisl87

Normally I would expect an email to be sent but Full Fibre migrations seem to have mind of their own on the PN system. Or the migration request hasn't gone through yet. Time will tell.

You may yet get another bill before it gets sorted out the following month. If the bill is generated before the leave request is actioned then the system doesn't know no to sent the bill. The system catches up the following month and issues a refund if required.

You could login to your Members portal and see if there are any messages under My Account.

I assume you know you lose PN email (if this matters) when you move.

Brian

Re: Switching ISP

Chrisl87 — Wed, 07 Aug 2024 14:46:10 GMT

Thanks for the reply,

I dont use the email account so thats a non issue and i also assumed i would have received some form of letter or email before now and looking under my account their is no notifications or anything in the Plustnet Questions portal.

Im just hoping it all goes seamless with no issues.

Thanks again

Chris.

Re: Switching ISP

bmc — Wed, 07 Aug 2024 15:06:13 GMT

@Chrisl87

Other than waiting to see what's what you could phone PN support to see if a migration request has been received.

If you do, make it clear you're NOT giving notice of leaving, just asking if PN have been informed.

Note your service should continue past the expected date of move if no migration has been accepted by PN.

Brian

Re: Switching ISP

Baldrick1 — Wed, 07 Aug 2024 15:17:23 GMT

@bmc wrote:

@Chrisl87

Other than waiting to see what's what you could phone PN support to see if a migration request has been received.

It might be less risky if @Chrisl87 contacts their new ISP and ask why they haven't advised Plusnet that they are taking over the service.

Re: Switching ISP

Baldrick1 — Wed, 07 Aug 2024 15:37:02 GMT

It could be that the new ISP also has this issue: https://community.plus.net/t5/My-Order/Migration-Order-Cancelled-by-System/m-p/1981132#M31903

Re: Switching ISP

Chrisl87 — Wed, 07 Aug 2024 15:58:21 GMT

Thanks for the replies

this is a FTTP to FTTP switch still on the OR network and i did contact my new isp and they said they received all required references and that i could ask PN but i want to avoid any potential issues with the switch.

I also received an email from them on the 5th stating they had received confirmation that my new service is committed to start on the 14th august between 8am and 6pm so in that id assume PN are aware ?

im just confused as to why no correspondence have been sent from PN

Thanks again.

Chris.

Re: Switching ISP

MisterW — Wed, 07 Aug 2024 17:41:47 GMT

@Chrisl87 have you checked your account for 'tickets' (closed questions) ?

Re: Switching ISP

Chrisl87 — Wed, 07 Aug 2024 18:46:37 GMT

Hi there
I've checked the open questions again and their is 0 tickets on my account.

Thanks
Chris.

Re: Switching ISP

MisterW — Wed, 07 Aug 2024 18:59:55 GMT

@Chrisl87 any notification of migration will be a closed question. Check for closed questions since the migration order was pkaced

Re: Switching ISP

Chrisl87 — Wed, 07 Aug 2024 19:02:35 GMT

i've checked that too

the only last closed question was 18th july which was my normal service bill raised date.

Thanks again,

Chris.

Re: Switching ISP

MisterW — Wed, 07 Aug 2024 19:25:46 GMT

@Chrisl87 as @bmc said earlier, I would have expected some notification from Plusnet.

With pre FTTP and SoGEA connections , the primary asset was a phone line and number. Openreach and ISP systems were based around that, so transfers were based on the phone asset and everything else went with it. With FTTP the primary asset is the fibre connection, there's no phone number. The systems, Openreach and ISP have been changed to cope with this but I'm not sure it's perfect, it will be when One Touch switching comes along..

In the mean time, I'd perhaps wait a day or two to see if one of the Plusnet staff pick this thread up, if not then I'd call in and ask why no notification of transfer has been received

Re: Switching ISP

Chrisl87 — Wed, 07 Aug 2024 19:31:30 GMT

Thanks for the reply,

Yeah i think ill wait a day or two to see if anyone picks it up then Open A Ticket regarding this issue as in the past with migrations its been 2 days max for the Sorry you are leaving email to come through.

I would of thought it would be more seamless being a FTTP migration but if the new ISP has everything sorted and dates confirmed via OR etc then id of assumed PN would be aware by now.

Just hope it gets sorted as i dont fancy paying two bills.

Thanks again,

Chris.

Re: Switching ISP

MisterW — Wed, 07 Aug 2024 19:39:56 GMT

then Open A Ticket

you can't do that any more, you have to call in. Only staff can open a ticket ( apart from complaint tickets )

Re: Switching ISP

willcutforth — Thu, 08 Aug 2024 08:51:47 GMT

@Chrisl87 I can see you got a ticket open with our higher level escalations team who will be in touch with you soon.

Re: Switching ISP

MisterW — Thu, 08 Aug 2024 10:25:17 GMT

@willcutforth for future reference, can you confirm that you would expect an FTTP to FTTP migration (staying on the Openreach network) to generate a 'sorry you are leaving' notification automatically ?

Re: Switching ISP

willcutforth — Thu, 08 Aug 2024 14:37:15 GMT

@MisterW I would expect it to as it should go by the BBEU. I know with FTTC and ADSL it went by the landline but I'm pretty sure that has changed.

Re: Switching ISP

Chrisl87 — Thu, 08 Aug 2024 14:58:25 GMT

I have now received a reply from CS via questions and they have confirmed that there is an open order in the system for the cease and takeover for my FTTP service.

Hopefully all goes as planned and a automated refund for the remainder of the month goes smooth, i appreciate all the replies and help.

Thank you,

Chris.