topic Re: Migrated away from plusnet but services still running in Broadband

Migrated away from plusnet but services still running

400ixl — Fri, 25 Jul 2025 17:14:23 GMT

I migrated away from Plusnet last Friday (Openreach to CityFibre).

It was an early migration away so expecting to pay the early termination.

I got the email from Plusnet confirming my new ISP has told them I am leaving and confirming the date.

A week on from having the new service from that date and broadband and phone are still working and no final bill.

How long does this usually take?

Have tried calling but get a your number is not recognised for an account and then end up in a queue for an hour.

Do I need to sit in a long queue or am I concerned about something I shouldn't be and will see the final bill soon?

Re: Migrated away from plusnet but services still running

jab1 — Fri, 25 Jul 2025 17:25:01 GMT

@400ixl So, you are saying you moved to new ISP (FTTC to FTTP, presumably), and your FTTC service is still live? That does not make sense - in fact it is impossible.

Re: Migrated away from plusnet but services still running

400ixl — Fri, 25 Jul 2025 17:30:09 GMT

Perfectly possible, as I said, I have moved from Openreach infrastructure FTTC to CityFibre FTTP so the old infrastructure is still in place as Citryfibre do not re-use Openreach equipment. Although forgot to mention FTTC to FTTP

Switch was to Aquiss from Plusnet and Aquiss on Cityfibre went live last Friday.

Re: Migrated away from plusnet but services still running

bmc — Fri, 25 Jul 2025 17:32:18 GMT

@jab1

It's entirely possible if the OP is on CityFibre's own network.

I'm on the OR FTTP network. I could get a second line through CityFibre because they don't touch the OR network.

I would advise the OP to contact PN to see what's going on.

Brian

Re: Migrated away from plusnet but services still running

jab1 — Fri, 25 Jul 2025 17:32:32 GMT

Using your own router, I assume?

Re: Migrated away from plusnet but services still running

Mustrum — Fri, 25 Jul 2025 17:38:17 GMT

@400ixl You can normally expect to get your final bill around 21 days after your service moves.

As for cutting off your old service, you may get dial tone for a while longer, and your internet should stop soon, but as you may already have paid for it it will be linked to your notice period.

Re: Migrated away from plusnet but services still running

jab1 — Fri, 25 Jul 2025 17:35:31 GMT

@bmc wrote:

@jab1

It's entirely possible if the OP is on CityFibre's own network.

I'm on the OR FTTP network. I could get a second line through CityFibre because they don't touch the OR network.

I would advise the OP to contact PN to see what's going on.

Brian

I appreciate that - but I am still confused. BTW, I've been around long enough to know the technicalities invovled.

Re: Migrated away from plusnet but services still running

400ixl — Fri, 25 Jul 2025 17:35:48 GMT

Yes, have always used my own router. Dug the Plusnet hub out to be able to run them in parallel for the swap over day and have left it connected. Just tested it and the phone line and both are still active.

Re: Migrated away from plusnet but services still running

bmc — Fri, 25 Jul 2025 17:37:59 GMT

@jab1

Other possibility is PN have simply forgotten to hit the OFF switch.

Brian

Re: Migrated away from plusnet but services still running

jab1 — Fri, 25 Jul 2025 17:38:08 GMT

@400ixl I suggest you call PN - something appears to have gone slightly wrong.

Re: Migrated away from plusnet but services still running

400ixl — Fri, 25 Jul 2025 17:53:16 GMT

@jab1 I have Plusnet on FTTC on Openreach infradstructure. CityFibre recently completed their deployment to our street. I ordered FTTP via Aquiss and the one touch migration.

Once ordered, got the email from Plusnet stating they have been told I am am leaving and I will get a final bill when I switch.

CityFibre cam on the day and installed their FTTP Fibre alongside the openreach Plusnet FTTC with my router on Aquiss and the Smarthub on Plusnet

This left me with both running side by side (Changed the wifi names to be different obviously)

Just tested both the Plusnet broadband and phone line and they are still active. Had expected them to have been killed by now.

Billing period is to the 26th so maybe it will happen tomorrow.

Luckily I have a credit from poor service which will pay for the early termination costs.

Thanks for the responses everyone btw.

Have pinged them on Twitter, it was saying an hour on the phone line so will try again another time.

Re: Migrated away from plusnet but services still running

jab1 — Fri, 25 Jul 2025 17:51:53 GMT

I have a suspicion the OTS has not picked this up as you were not switching the same service to Aquiss. As I suggested previously, call Plusnet.