topic Re: Switched provider in My Account/Billing

Switched provider

Skoosh — Fri, 19 Sep 2025 13:17:07 GMT

I've switched my Adsl broadband service over to Three 4g using their switch option when signing up. Chose a "go live" date and received the router etc. The new provider is now functional.
My question is regarding the plusnet service and lack of communication. The only email I've received was the initial "we hear your leaving" and stating the outstanding charges. No further emails stating that the switch is completed and what to expect next regarding final bill settlement and cessation of service. The line is still active as is network connection.
Can anyone give an insight as to what happens next and if I need to contact plusnet customer service or not?

Thanks

Re: Switched provider

jab1 — Fri, 19 Sep 2025 13:27:37 GMT

@Skoosh I just wonder if 'Three' have advised PN that they have fully connected. I don't know - maybe one of the SU's can advise - but I have a sneaky feeling that Wireless broadband switches may not be totally seamless, in that you may have to advise PN when you want 'switching off'.

@MisterW - am I anywhere near?

Re: Switched provider

Skoosh — Fri, 19 Sep 2025 13:32:33 GMT

I was thinking along the same lines myself just because of moving from a wired connection to wireless and not knowing how the process works as opposed to switching provider staying on the asdl connection.

Re: Switched provider

MisterW — Fri, 19 Sep 2025 15:46:26 GMT

@jab1 you're pretty close I suspect!

but I have a sneaky feeling that Wireless broadband switches may not be totally seamless

All switches SHOULD be seamless now if they use the OTS system.

@Skoosh have you had any comms from Three to say the switch is complete ?

Re: Switched provider

jab1 — Fri, 19 Sep 2025 15:48:43 GMT

Thought so, @MisterW - but are Three using it - correctly?

Re: Switched provider

MisterW — Fri, 19 Sep 2025 15:52:49 GMT

@jab1 who knows, but given that @Skoosh got a 'sorry you are leaving' from Plusnet, Three must have started the process using the OTS.

Re: Switched provider

Skoosh — Fri, 19 Sep 2025 15:59:33 GMT

@MisterW The communication I've received from three doesn't mention a "switch" it just welcomes me as a broadband customer and also the contract terms and conditions etc.
I assumed that the process was triggered correctly as plusnet had sent the initial email regarding the outstanding charges at the point of me signing up with three but since then no further communication. I spoke with three customer service regarding the go live date and what to expect and they gave me the impression that my service with plusnet would end (disconnect) and their service would commence. The latter happened but my plusnet service is still live also.

Re: Switched provider

MisterW — Fri, 19 Sep 2025 16:14:48 GMT

@Skoosh when the switch has completed , Three should notify Plusnet via the OTS system.

I'd suggest checking in a day or two with Plusnet that they've received notification. If not, then get onto Three and get them to resend the notification. Don't take any rubbish from them , its the gaining providers responsibility to complete the switch.

Re: Switched provider

Skoosh — Fri, 19 Sep 2025 16:48:26 GMT

@MisterW That sounds like the best course of action. Hopefully I'll receive notification from plusnet, if not I'll phone them. Just out of interest, do you know if I'll just be able to cease service and that'll be it done without having to go back and forth between three customer service and plusnet Cs?

Re: Switched provider

bmc — Fri, 19 Sep 2025 17:13:00 GMT

@Skoosh

Use the following to check for any Open / Closed messages on you PN account.

https://www.plus.net/wizard/?p=search

Brian

Re: Switched provider

Skoosh — Fri, 19 Sep 2025 17:29:39 GMT

@bmc Thank you, that provided some information regarding the switch.

However its not exactly clear.

I'll post the 3 messages on the switch day in order of oldest to newest.

Oldest : Service Notification
3:35pm, Thursday 18 Sep 2025
One Touch Switching: Customer is switching to another provider

Event Type: Cease - The customer's switch to another provider has completed

Actual Switch Date: 18-09-2025
Gaining Provider: Three UK

2nd : Service Notification
3:35pm, Thursday 18 Sep 2025
WLR cease order sent. The WLR product will be removed when the cease order completes.
Cancellation scheduled for Line Only. Effective on 18-09-2025

This was actioned by: scriptuser

3rd: Service Notification
11:53pm, Thursday 18 Sep 2025
Ignoring Broadband Unsolicited Cease on service due to the customer is ending the services with us. With the Cease Type is W and New ProviderRID is Empty

Does this show that the switch was completed successfully and if so should my line be dead and broadband unable to connect? Both are still functional at the moment

Re: Switched provider

jab1 — Fri, 19 Sep 2025 17:38:46 GMT

@Skoosh If all those notifications were issued yesterday, I suspect they wouldn't get actioned immediately. The last message is a bit of 'company speak', but it all looks like PN have been informed your switch has completed, so your FTTC (and phone?) should stop working fairly soon, and your final invoice issued in the next 21 days.

Re: Switched provider

Skoosh — Fri, 19 Sep 2025 17:52:03 GMT

@jab1 It does seem to suggest that it completed successfully. Was just the last message that was a bit confusing as to what it meant. The service was a landline and Adsl broadband as there's no fibre available in my location.
I'll leave it over the course of next week and see what happens. Thanks for your help

Re: Switched provider

Gandalf — Thu, 25 Sep 2025 07:46:15 GMT

Just had a look into this, I can see your account is cancelled and line was ceased on 19/09/25. I think it just took a bit of time for the changes to propagate through the supplier systems and stop the service.

You should be receiving your final bill within 20 days.