topic Re: Digital Switch Over Mess in Everything else

Digital Switch Over Mess

abbiati50 — Wed, 17 Dec 2025 15:20:16 GMT

Good day;

This morning received email: about the Digital Switch Over;

Went trough plus.net site ; got the code and redirected to EE web site as we need the internet and the phone lines as well.

When on the EE web site; you enter post code and address than press on 'See your Deals' at that point EE show an error; and after investigation is related to the post code. If this is the new service quality sure this is not a good start; and we not even started.

Somebody can please check it ?

Re: Digital Switch Over Mess

bmc — Wed, 17 Dec 2025 15:44:11 GMT

@abbiati50

FIRST things FIRST - you do not need to move to EE.

You can stay with PN and, once your internet is transferred to an Internet only service (SOGEA) you can port your phone number to an independant VOIP provider like A&A

https://www.aa.net.uk/voice-and-mobile/voip-information/

Brian

Re: Digital Switch Over Mess

abbiati50 — Wed, 17 Dec 2025 15:56:18 GMT

Ok Thank you; bit more clear now.

Re: Digital Switch Over Mess

Baldrick1 — Wed, 17 Dec 2025 16:28:21 GMT

Moderator's note:
Thread moved from Plusnet Feedback to Everything Else

Re: Digital Switch Over Mess

Baldrick1 — Wed, 17 Dec 2025 16:40:37 GMT

@abbiati50 Welcome to the Plusnet Community Fora.

This sounds like an error in the BT database. Start by putting your email address in here and seeing what I assume is the data used by EE: https://www.broadbandchecker.btwholesale.com/#/ADSL.

I have experience of there being differences in the data recorded by BT and Openreach, which have needed to be resolved.

If you have problems interpreting the result of the search then obscure your personal information at the top of the report and post it here.

Re: Digital Switch Over Mess

bmc — Wed, 17 Dec 2025 16:52:43 GMT

@abbiati50

You can move to a SOGEA line at any time by contacting PN though at a cost of a new contract. You cannot port your number until such time as the SOGEA move is complete. There would be some downtime on the phone (a few days?) and you may need to get an Analogue Telephone Adapter (ATA).

Moving to an ISP who offers both is usually easier and has little downntime on the phone. They usually supply the equipment required for the phone.

If near the end of your contract you can move to any ISP you like. Though not the cheapest Zen Internet have a good reputation and a highly regarded router.

Do you use PN email?

Brian

Re: Digital Switch Over Mess

abbiati50 — Wed, 17 Dec 2025 19:09:11 GMT

Thank you all for your help.

I done the test and attached are the results.

I suppose there is not rush there is bit more on the contract to run.

I do not use PN email.

Re: Digital Switch Over Mess

bmc — Wed, 17 Dec 2025 20:05:57 GMT

@abbiati50

The results suggest you are on an ADSL product. If this is the case then it changes things.

PN will not be offering a digital equivilant (SOADSL) so you will need to move at some point. However, you still have time to think about things.

EE are one ISP that offers SOADSL - there will be others.

Brian

Re: Digital Switch Over Mess

corringham — Thu, 18 Dec 2025 12:54:47 GMT

@bmc wrote:

EE are one ISP that offers SOADSL - there will be others

I don't believe EE offer SOADSL which is why you get a "Sorry, looks like a technical error" screen for postcodes without FTTC/FTTP - only BT out of BT/EE/Plusnet do. It is the same in my area.

AAISP also offer SOADSL but more expensively. Very few other ISPs seem to offer it.

Re: Digital Switch Over Mess

abbiati50 — Thu, 18 Dec 2025 14:22:23 GMT

Ok Thanks

yes is on adsl will think what to do.

thanks for your time to clear it.

Re: Digital Switch Over Mess

Baldrick1 — Thu, 18 Dec 2025 16:17:46 GMT

@abbiati50

Back to the original problem re EE being unable to find your post code:

When you did the check suggested back in post #5 did you check if the Post Code reported is correct? It is also worth checking if the UPRN is recorded.

The form of the address on the database should be: House Address, Post code, the numerical UPRN, a couple of letters indicating the BT region, an alpha numeric number.

If the UPRN is missing then there is a database error and probably another entry for your property.

If this is the case then report back and I will advise the next step.

If you have the UPRN then please don't post it on this public site as it identifies exactly where you live.

Re: Digital Switch Over Mess

bmc — Thu, 18 Dec 2025 16:58:00 GMT

@abbiati50

Until (or if) Full Fibre is available your choices are going to be extremely limited. You could try the following to see what they say

www.openreach.co.uk

https://checker.ofcom.org.uk/

It may be BT are your only real option based on cost. This is probably the easiest as their VOIP service is integrated with their router and there would probably be little down time. Note that VOIP does not work during power cuts.

You could try your post code in the following to see if anything is offered but it may be you have to phone up and ask.

https://www.bt.com/
https://www.zen.co.uk/
https://www.aa.net.uk/

PN should transfer you to BT free of ETC's if organised through them. You'd need to ask the PlusNet Customer Options Team on 0800 013 2632

Brian

Re: Digital Switch Over Mess

corringham — Thu, 18 Dec 2025 18:49:05 GMT

@Baldrick1 wrote:
Back to the original problem re EE being unable to find your post code:

The error is not being unable to find the postcode, it is being unable to find any broadband products for that postcode. I see the same error for my postcode.

Only SOADSL is available, and like Plusnet, EE don't offer it.

Edit: I see a similar error if I check Plusnet broadband availability.

Re: Digital Switch Over Mess

Baldrick1 — Fri, 19 Dec 2025 08:32:56 GMT

Fine , I understand. So it's a case of waiting to see if one of the BT Group companies start offering SoADSL before Plusnet pull the plug or paying one of the more expensive ISPs. The only decent speed option will likely be Starlink plus a third party VoIP provider.

Starlink is a relatively expensive alternative but maybe worth using for comparison purposes, especially considering the vastly superior speed on offer..

Re: Digital Switch Over Mess

Townman — Mon, 12 Jan 2026 09:23:15 GMT

From a business perspective a query which determines that the location has no service available which said ISP offers should not result in an error / failure, but rather a graceful notice advising that the ISP has no offer at that address. However I guess that marketing / PR Comms might be uncomfortable about such clarity.

@Gandalf / @James_B / @PaulScott one for feedback into the business in respect of those geographies where there are no BT fibre products available. At worse this needs to be fed into the PTSN demise planning; ideally SoADSL needs adding to the service offering.

Re: Digital Switch Over Mess

corringham — Mon, 12 Jan 2026 12:56:02 GMT

I strongly suspect that there is no business case for supporting SoADSL - the cost of providing it (for a few years until ADSL is retired altogether), and the overhead of updating internal systems and training support staff to deal with it, probably makes it uneconomic.
Added to that is that the impact on average broadband speeds used in advertising - ADSL really brings down the average, even if only a small percentage of customers have it.

Passing these cases over to BT for SoADSL or EE for 4G/5G (or just walking away) is probably the most sensible approach from a business perspective.

Of course it isn't good for customers with only ADSL available.

Re: Digital Switch Over Mess

Townman — Mon, 12 Jan 2026 12:59:16 GMT

@corringham

A very valid sound argument, but not an excuse for reporting an "error" in place for "we cannot offer service to your premises" when users look for service availability.

Re: Digital Switch Over Mess

corringham — Mon, 12 Jan 2026 13:07:35 GMT

I agree with that.

If I were Plusnet I'd use a message along the lines of "We can't do this online - call us on <special number> to discuss the best optons"

And I'd have a special contact number that connects to support staff that know about SoADSL and alternatives such as 4G/5G that BT and EE can provide. Of course, Plusnet would still lose the business (so from a Plusnet business point of view it is no better than the error message) but some business may remain in the BT group.