topic Re: Renewal Options include current part fibre set up but PlusNet advisor says it's not available in My Account/Billing

Renewal Options include current part fibre set up but PlusNet advisor says it's not available

kaz2911 — Tue, 29 Jul 2025 11:17:50 GMT

Confused... we've had an email to renew, that includes 5 full fibre options and 1 to renew current fibre to cabinet option. I called to see if I could negotiate better deal on the Fibre to cabinet as it's a few £ more than the full fibre, but the agent says I have to switch to full fibre anyway I can't keep my current option, even though it's there to select. He said it wasn't anything to do with Plusnet it was Open Reach dictating it. We don't have a landline or any other services that would be an issue to full fibre, it's more that we don't want the hassle of having open reach drilling and moving things around. Also I've read so many negative reviews regarding the switch that it's putting me off. The speeds we have now are just fine, I just want to continue but with a better deal by a few £ if possible. We live in a rural area in a property that's listed, I can see there being issues when they survey about how the connection would be installed. Can anyone advise best course of action? I'm not sure why PlusNet appear to be offering me the continuation of part fibre when the agent is telling me I can't have it as the TV's and security camera will probably stop working etc....?

Re: Renewal Options include current part fibre set up but PlusNet advisor says it's not available

Baldrick1 — Tue, 29 Jul 2025 11:23:01 GMT

@kaz2911 Welcome to the Plusnet Community Fora.

Try ringing the Customer Options Team on 0800 013 2632 and asking them. It could be an over zealous agent trying too hard to get you to upgrade to the modern, more reliable network.

Re: Renewal Options include current part fibre set up but PlusNet advisor says it's not available

Baldrick1 — Tue, 29 Jul 2025 11:25:54 GMT

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

Re: Renewal Options include current part fibre set up but PlusNet advisor says it's not available

bmc — Tue, 29 Jul 2025 11:37:07 GMT

@kaz2911

Full Fibre is a more reliable option but if you're happy with the speed you receive you don't need to change. Ring COTS as suggested.

What may change is you are moved onto a SOGEA line from OpenReach. This is simply an internet only supply from the FTTC cabinet to your property. As you say you don't have a landline then the loss of a phone service won't affect you. Unless perhaps you have house or care alarms than use a phone connection.

Put your phone number in the following. This will give some information to advise further.

https://www.broadbandchecker.btwholesale.com/#/ADSL

Full Fibre shows as WBC FTTP in the left hand column. What does it say to the right of this - Available / KCI2 / One Stage?

In the narrative below the results window what does it say for the Exchange - is it a Fibre Priority (Y/N)?

Finally, there is a narrative about the FTTP install - what does this say?

Brian

Re: Renewal Options include current part fibre set up but PlusNet advisor says it's not available

kaz2911 — Tue, 29 Jul 2025 11:34:46 GMT

Thanks, however that was the number I called, I then selected the option 'thinking of leaving' . I thought he was obviously in full on sell mode, I've been happy with PlusNet over the years but this is a bit annoying. I don't mind going down the full fibre route if it's all going to be hunky dory but after reading alot of reviews on trust pilot and the likes it sounds like it might not be that smooth.

Re: Renewal Options include current part fibre set up but PlusNet advisor says it's not available

Baldrick1 — Tue, 29 Jul 2025 12:56:30 GMT

@kaz2911

You could try and ask again.

If you are planning to stay in the property long term then I would grasp the nettle and change to FTTP. You are going to have to go down this route sooner or later anyway. As time goes by FTTC is going to get more unreliable, resources dedicated to maintain it will be reduced and repairs will be done using hardware recovered from closed down sites. I'm afraid that it's obsolete and is running down.

If you are unlucky and have a poor experience switching over you should realise that it is a one off installation, after which you will have a modern, fully supported new network. There's always advice available here if you air your concerns regarding the installation. The old FTTC service will not be switched off until the Full Fibre is installed and working.

The only issues regarding problems with your personal devices only apply to obsolete alarm annunciators and personal alarms. Your TV and security cameras will not know the difference.

Re: Renewal Options include current part fibre set up but PlusNet advisor says it's not available

kaz2911 — Tue, 29 Jul 2025 16:34:20 GMT

Ok thanks well maybe we’ll give it a go. This one (cut & paste below) has slightly faster upload and download speeds than the part fibre we’ve currently got (seems fine for us 2, no kids, don’t game) but oddly the guaranteed speed is less than our current part fibre which is guaranteed 55mb. Wouldn’t full fibre always have a faster guaranteed speed than part fibre
? The agent I spoke to said Plusnet always advise people to go for full fibre 300 but I’m sure we don’t need that.

Full Fibre 74
Superfast downloads
Save £3.69
a month
Total monthly payment £24.99
From 31 Mar 2026 £27.99
From 31 Mar 2027 £30.99
74Mb estimated download speed
40Mb minimum guaranteed speed
20Mb estimated upload speed

Re: Renewal Options include current part fibre set up but PlusNet advisor says it's not available

bmc — Tue, 29 Jul 2025 16:42:25 GMT

@kaz2911

From what you say FF74 is more than fast enough for you. If not, it's easy to upgrade. With FF you should get close to the advertised speed ie over 70 down.

The following gives an idea of what to expect on the day.

https://www.openreach.com/help-and-support/full-fibre-broadband-installation-checklist

As it's a listed building I assume nothing can be done to the outside walls without permission which might make things interesting. Did you get a chance to look at the Checker I referenced earlier. This might provide some clues about the install.

Brian

Re: Renewal Options include current part fibre set up but PlusNet advisor says it's not available

outcast — Tue, 29 Jul 2025 16:47:36 GMT

@kaz2911 wrote:

The agent I spoke to said Plusnet always advise people to go for full fibre 300 but I’m sure we don’t need that.

@kaz2911

In the unlikely case that you need anything faster than Full Fibre 74, it is easy enough to upgrade to a faster speed tier at any time, however downgrading to a slower speed tier is much more difficult and likely to have expensive charges.

I think you are doing the right thing, move to Full Fibre, and start on the lowest speed tier, and see how it goes. 😎

Re: Renewal Options include current part fibre set up but PlusNet advisor says it's not available

MisterW — Tue, 29 Jul 2025 16:50:45 GMT

but oddly the guaranteed speed is less than our current part fibre which is guaranteed 55mb.

Yes, its very confusing isn't it!. The difference is that on part fibre , the guarantee is on the speed at which your connection 'syncs' to the cabinet, it doesnt guarantee 'thoughput'. With Full fibre, there is no 'sync' speed so the guarantee is on throughput.

Now in order to cover themselves, Openreach prioritorise around 50% of the bandwidth of each connection , that is where the guarantee comes from. In reality Full fibre goes at the provisioned speed.

The agent I spoke to said Plusnet always advise people to go for full fibre 300 but I’m sure we don’t need that

For the average household with multiple devices and streaming TV for example, 300 is probably the optimum. From you post, I would say yes, its an overkill for you. FF 74 would probably be fine, although I might consider FF 145 to future proof.

Re: Renewal Options include current part fibre set up but PlusNet advisor says it's not available

kaz2911 — Tue, 29 Jul 2025 19:04:19 GMT

@bmc yes i did follow the link but had to use the address checker as our old landline number when entered issued the message "There is no data available. This may be because it is not a BT line or it is a number which has been moved to an IP Voice service. We advise using the address to check availability instead". So I tried to paste in the result from the address checker but it keeps deleting the post from the thread (tried 3/4 times), maybe the format causes it problems? Anyway it says status is *Available, Fibre Priority = N. In the narrative it says ..Single Dwelling Unit Residential OH Feed with no anticipated issues. FTTP is available and a new ONT may be ordered. The exchange is not in a current fibre priority programme.As a WLR withdrawal exchange, product restrictions apply

Re: Renewal Options include current part fibre set up but PlusNet advisor says it's not available

bmc — Tue, 29 Jul 2025 19:15:49 GMT

@kaz2911

Thanks for the information.

Usually it's best to take a screen image and either add it inline or as an attachment. To add inline you click on the icon above the reply box.

One last question from the results. To the right of WBC FTTP what does it say - Available / KCI2 / One Stage?

When OR engineers are installing the backbone network they do a visual inspection from the pole to a property. If anything is spotted it gets noted so that if / when FTTP is ordered OR know there may (or may not) be a problem to be sorted. However for you they are showing "Single Dwelling Unit Residential OH Feed with no anticipated issues."

There's also a general question to be asked - as it's a Listed Property I'm assuming nothing can be done to the external walls without permission. - Is this correct?

Brian

Re: Renewal Options include current part fibre set up but PlusNet advisor says it's not available

kaz2911 — Tue, 29 Jul 2025 19:23:32 GMT

WbC Fttp says Available.

I don't know about fitting things to external walls and listed buildings as we've never done it, I know we can't change the walls appearance, add an extension, window and door type etc. I'll google adding a full fibre box to a listing building exterior. I'm sure open reach must come across this all the time though, there are several listed buildings in the area, they'd see from our address details that it is listed I assume...? I'd be surprised if listed buildings wouldn't allow us to have full fibre broadband, especially as it sounds like that's going to be essential everywhere before too long.

Re: Renewal Options include current part fibre set up but PlusNet advisor says it's not available

bmc — Tue, 29 Jul 2025 20:38:11 GMT

@kaz2911

Thanks again. So OR don't think there's any problem with doing an install. If it had said KCI2 that means a survey is required first.

Have a look at the video in the OR link I sent. This shows how they attach ladders to external walls among other stuff.

For an FTTP install they usually (but not always) attach a CSP (Consumer Splice Point) to an enternal wall. If you ask nicely (or tell them they can't so anything on the external wall) they might use something like the following indoors.

With the first the grey retangular box is the CSP.

The second set shows the box is mounted over the old Master Socket where you just see the fibre optic cable coiled behind the ONT.

It is also possible they could use the existing copper cable entry point to save drilling a new hole. Do you have power available near the Master Socket?

Brian

Re: Renewal Options include current part fibre set up but PlusNet advisor says it's not available

markhawkin — Tue, 29 Jul 2025 22:13:21 GMT

@kaz2911

If you think through how you want the full fibre install done (and it's practical) it shoud go fine, It's going to be there for a long time so good to get it right.

Full Fibre is a considerably better and more reliable service.

In my view, for "less demanding" households the 145Mb/s service hits the balance between cost and speed fairly well.

Re: Renewal Options include current part fibre set up but PlusNet advisor says it's not available

kaz2911 — Thu, 31 Jul 2025 09:17:12 GMT

Yes the current router is situated in our hall & attached to the master socket next to it there is also an electrical socket next to it .. it’s an old house so we were restricted where we could have this set up anyway, we’d need it to be in the same position. I guess when we book it we’re going to have to discuss the installation with them anyway