topic Re: House move woes. in My Account/Billing

House move woes.

Archtronics — Thu, 16 Oct 2025 18:20:00 GMT

I have moved house my old house was SOGEA. (part fibre)

Spoke to CS given two options sign for a new contract or keep my old contract plus a fee of £65, I chose to keep my old contract.
PN arrange for socket to be installed at the new house, at no point is it discussed with me what type of connection it would be.
Openreach install a full fibre box.
Plusnet billing now telling me I need to sign a new contract because it’s full fibre or have copper reinstalled.
Plusnet technical cancel the copper install because it doesn’t make sense.
It seems kinda crazy to me that Openreach would remove newer cables and replace them with copper again but maybe they do.

I don’t see why the technology makes a difference, I’m happy for them to cap/throttle the speed of the fibre so it meets my contracted speed.

Atm It just feels like a dodgy sales tactic to get me to sign a new contract that’s going in circles.
Nothing has been explained and I get different answers every-time I speak to customer service.

Re: House move woes.

bmc — Thu, 16 Oct 2025 20:13:44 GMT

@Archtronics

Contact PN and tell them in no uncertain terms you did not ask for Full Fibre and you want your old contract honoured as per your agreement.

If they offer the Full Fibre connection alongisde your previous contract I would seriously consider it.

There is one thing to check though. Have a look at the results from the following. Below the results window there should be a narrative - Fibre Priority Exchange (Y/N)

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

What does this say?

Brian

Re: House move woes.

Gandalf — Thu, 16 Oct 2025 20:47:59 GMT

Hi @Archtronics

Looks like I picked up your ticket just before I left the office today and appreciate the poor experience you’ve had. Sorry I genuinely thought my reply would help.

We’re just trying to match the product on your account to the service we’re providing you with, as full fibre was provided without a documented contract.

The easiest option would be to provide you with part fibre (SOGEA) instead, assuming you have a phone socket as that’s what your account currently says. It is showing available so the copper should still be intact.

But if you’d like to stick with full fibre, we’d need to update your account to this, which requires a documented contract - this can be for any speed we offer from 74mbps.

Let me know if you’d like me to arrange a call back from our sales teams and once there’s a documented contract, I can sort things out (more info in the ticket).

Re: House move woes.

Archtronics — Thu, 16 Oct 2025 20:52:14 GMT

Hi

Thanks for the reply,

Fibre priority exchange is N.

I don’t mind how the internet is delivered to me, honestly I hardly use it.
It’s the hassle of taking more time off work & having more holes drilled into my house for someone to swap a plug over that does exactly the same thing.

I can’t imagine it’s cheaper for Plusnet to be paying for these engineering visits instead of just pressing a button in a piece of software.

Re: House move woes.

Archtronics — Thu, 16 Oct 2025 21:19:57 GMT

Hi thanks for the reply

I have the old telephone socket yes, but not one that fits the router cable.
Do I need to buy an adsl filter adapter to get it to work?

Thanks

Re: House move woes.

Gandalf — Thu, 16 Oct 2025 21:25:17 GMT

Yeah you would need a microfilter and unless there’s a fault, we shouldn’t need to arrange an engineer visit to provide part fibre. However, to be fair sticking with full fibre is probably the best option as that’s the future nowadays, but do need an agreement in place.

As an alternative to speaking with our sales teams, if you head over to the offers and upgrades tab in your account, choose and submit the full fibre product you want. As you already have it, it will purely be a software change. I could then pick things up from there and sort it in line with what I’ve offered in the ticket earlier today.

Re: House move woes.

Archtronics — Fri, 17 Oct 2025 05:42:48 GMT

Cool making progress, I will purchase a microfilter and do the bt test user thing to see if the socket works.

If so I will respond here & on the ticket to switch it to that socket and carry on with my previous contract.

Thanks again.

Re: House move woes.

Gandalf — Fri, 17 Oct 2025 06:43:44 GMT

I’m not actually sure if the BT test user login still works nowadays, but can give it a go.

Re: House move woes.

bmc — Fri, 17 Oct 2025 09:55:32 GMT

@Archtronics

Thanks for the information. The "N" means you can still order a SOGEA product. If it had been "Y" then, if FF is available at the address, then that's all that can be ordered unless excetional circumstances apply - basically OR can't install FF.

If you have a PN router a filter will have come with the router.

If the Full Fibre has actually been installed then little or no work is required to activate it. Certainly no more drilling etc. It it's available I'd take it, assuming the contract terms are acceptable. The FF74 product sounds motre than suitable.

Note that SOGEA connects via a phone cable whereas FF connects via an ethernet cable.

Brian

Re: House move woes.

Longliner — Fri, 17 Oct 2025 10:33:48 GMT

@Gandalf

Nice to see you back on forum Anoush, though I appreciate your new post keeps you very busy!

Mike

Re: House move woes.

bmc — Fri, 17 Oct 2025 10:43:27 GMT

General question - is a filter required on a SOGEA line?

There is no phone signal to split from the internet signal.

Brian

Re: House move woes.

MisterW — Fri, 17 Oct 2025 10:46:55 GMT

General question - is a filter required on a SOGEA line?

No. However the DSL cable from the router is RJ11 and so, unless the master socket is a filtered one, then the simplest way to connect the RJ11 to the BT style socket is to use a dongle style filter

Re: House move woes.

Archtronics — Fri, 17 Oct 2025 17:46:07 GMT

Ah I see, I’ve learnt about it a fair bit after doing some reading.

Unfortunately I’d no idea where the box is for the router so I picked one up from screwfix it was only £3, Hopefully once it’s turned back on it will work.

I’m sure FF is great but it requires a new contract which is not for me.
Plus I’ve noticed I can get 80mbps with my phone in the new house and it’s been really reliable the last few weeks I haven’t had broadband. so I’m kind of starting to wonder if I actually need broadband at all.

Thanks for the reply & help.

Re: House move woes.

Gandalf — Fri, 17 Oct 2025 23:10:55 GMT

@Archtronics I’ve sent you a PM.