topic Re: New ISP live date passed but Plusnet still working? in Broadband

New ISP live date passed but Plusnet still working?

siriuscat — Thu, 30 Mar 2023 09:20:39 GMT

I switched broadband provider. The ‘Live’ date for adsl broadband with the new ISP was yesterday. Their hub light is still orange which means no internet connection. I’ve called their helpline; tests were done and I was informed that the line is active. An engineer should be sent to check internal wiring.

However, if I plug my previous isp (Plusnet) router back in,everything works fine. The help line suggested that I should maybe call Plusnet to cancel my account with them. Is that not their job when I switched? And as Plusnet (adsl) is still active, would this affect the new broadband ISP?

Thank you.

Re: New ISP live date passed but Plusnet still working?

jab1 — Thu, 30 Mar 2023 09:30:17 GMT

@siriuscat As you implied, your new ISP hasn't done their job correctly - it is the Gaining Provider who has the responsibility to manage the transfer, you should have nothing to do. Out of interest who is your new ISP?

Re: New ISP live date passed but Plusnet still working?

siriuscat — Thu, 30 Mar 2023 09:34:16 GMT

NOW broadband.

Re: New ISP live date passed but Plusnet still working?

jab1 — Thu, 30 Mar 2023 09:35:24 GMT

Get on to them and tell them to do their job correctly.

Re: New ISP live date passed but Plusnet still working?

siriuscat — Thu, 30 Mar 2023 09:47:30 GMT

I did and they suggest that I call plusnet myself. I'm just trying to figure out how to get out of this mess.

NOW want to send an engineer to check the internal wiring yet I still have broadband with plusnet.

If I call plusnet to cancel my b/band with them, will this fix the connection with NOW? Or do I call NOW again who will book an engineer (who may ask why I'm still with Plusnet). Or i could try to cancel the NOW contract (and continue with plusnet) but quite possibly will be stung with NOW leaving fees?

Any advice much appreciated.

Re: New ISP live date passed but Plusnet still working?

MisterW — Thu, 30 Mar 2023 09:48:23 GMT

And as Plusnet (adsl) is still active, would this affect the new broadband ISP?

it's not possible to have adsl broadband active from two suppliers at the same time on the same line!

Since Now are an LLU supplier I suspect the required work to rejumper the line at the exchange hasn't been done.

Re: New ISP live date passed but Plusnet still working?

jab1 — Thu, 30 Mar 2023 09:49:50 GMT

@siriuscat It is NOW' s responsibility to sort this - you should have to do nothing once you have accepted their contract.

Re: New ISP live date passed but Plusnet still working?

pjmarsh — Thu, 30 Mar 2023 09:51:41 GMT

Edit: There's been a few other posts between me starting this post, and actually posting it!

Just to expand a bit on the process:

You place an order with an ISP
That provider (NOW in this case) place orders in Openreachs systems
Openreach notify the current ISP (Plusnet in this case)
The ISP is meant (under Ofcom rules) notify you that you are leaving
Openreach then do the work in their systems/equipment to switch you

At stage 4 you have the opportunity to notify your current provider that it is incorrect and the orders could be cancelled, at which point your new provider would discuss this with you.

By the sound of things NOW haven't done stage 2 yet.

Cancelling Plusnet would leave you with no services.

Re: New ISP live date passed but Plusnet still working?

jab1 — Thu, 30 Mar 2023 09:50:52 GMT

And that is up to NOW to chase up.

Re: New ISP live date passed but Plusnet still working?

siriuscat — Thu, 30 Mar 2023 09:59:27 GMT

Thank you for confirming what I was thinking (you can't have 2 adsl connections) so for NOW to send an engineer for internal wiring is pointless. Trying to convince them of that would not easy (procedures etc).

Re: New ISP live date passed but Plusnet still working?

siriuscat — Thu, 30 Mar 2023 10:11:13 GMT

So NOW hasn't placed the order with Openreachs systems (stage 2), And if they had, at stage 4 i should of had the option to reject NOW order. I've recieved no email/calls from Plusnet about leaving their services which I did find odd. Your information is VERY helpful.

Because I'm out of contract with Plusnet I'm paying a £ premium. But if i resigned up with them I guess that would throw a massive spanner in the works.

Re: New ISP live date passed but Plusnet still working?

pjmarsh — Thu, 30 Mar 2023 10:20:23 GMT

That's correct. If you where to recontract with Plusnet that would be on a 12,18 or 24 minimum term. To get out of that you would need to play the Early Termination Charges which would be quite a lot at the start of the contract. They are based on how long you have left.

If you talk to Plusnet though (COT team on 0800 013 2632) they may be able to give you a good deal to stay with Plusnet and you could just cancel NOW altogether, if the only reason for moving is the cost.

Re: New ISP live date passed but Plusnet still working?

siriuscat — Thu, 30 Mar 2023 10:39:31 GMT

Even though NOW have never connected me (and arn't likely to in the near future) and I never recieved the option to reject the NOW order (stage 4)?

Re: New ISP live date passed but Plusnet still working?

pjmarsh — Thu, 30 Mar 2023 10:46:17 GMT

You should be able to cancel NOW upto 14 days after you signed up to them (distance selling act). You can probably cancel still (after the 14 days) as they haven't provided your connection yet, though that isn't a legal requirement so you'd probably need to talk to them.

You can recontract with Plusnet and take a deal with them even if you are still with them and out of your minimum term. You would still be liable for any other contracts you have though, as I say in the first paragraph, so depending on time since signing up you may need to talk to NOW to make sure they aren't going to hold you to any charges if you did.

Re: New ISP live date passed but Plusnet still working?

siriuscat — Thu, 30 Mar 2023 10:52:29 GMT

I'd definitely stay with plusnet whatever happens. And I really appreciated your help. Will give NOW another call. Cheers.

Re: New ISP live date passed but Plusnet still working?

siriuscat — Thu, 30 Mar 2023 11:52:07 GMT

Having talked to NOW, they said they are already supplying my internet. I asked why the NOW hub wasn't working yet the plusnet router was/is. He wasn't sure but wants to send an engineer.

Apparently I am getting NOW broadband via a plusnet router. Is this possible? Is there a way to check the actual supplier? (Just checked my ip. Its plusnet)

Re: New ISP live date passed but Plusnet still working?

jab1 — Thu, 30 Mar 2023 11:52:32 GMT

Not possible! I think NOW need a kick up the rear, as it is apparent that they have not even advised PN that they are taking over the service.

Re: New ISP live date passed but Plusnet still working?

MisterW — Thu, 30 Mar 2023 12:52:32 GMT

Apparently I am getting NOW broadband via a plusnet router. Is this possible?

No , its not possible.

I'm going to try escalating this thread to get a staff response to confirm if/when any transfer was requested by NOW ?

Re: New ISP live date passed but Plusnet still working?

siriuscat — Thu, 30 Mar 2023 19:05:58 GMT

Thanks for everybody’s advice/help.

I finally talked to a NOW representative (the third one today) who spotted a potential explanation.

The landline phone number NOW have on record is one digit out from my actual landline number. NOW broadband may issue a new landline number unless you request to keep your original. The chances of a new number being issued so close to the original is unlikely so I (and the representative) think NOW have activated someone else’s phone line.

I will put my hands up if I got my number wrong (it’s always possible) but I had noticed the incorrect number in my initial email from NOW, so called them to rectify. They said ‘not to worry, the number has been updated’. I completely forgot about this issue until today’s representative pointed it out to me. They are not allowed to alter landline numbers so it seems I was previously given the incorrect information.

Everytime I phone up and they do a 'line test', they've actually been testing someone elses line.

I have to wait now for an engineer’s visit (not sure why) but obviously this cannot be allowed to continue. I’m not even quite sure how it could be allowed to happen (if this is indeed the problem).

I think I am now paying for a stranger’s NOW broadband and calls!

Re: New ISP live date passed but Plusnet still working?

jab1 — Thu, 30 Mar 2023 19:07:44 GMT

Yep, sounds like an almighty foul-up by NOW - I hope they offer you some compensation.