topic Re: I thought a broadband switch over was meant to be seamless!!! in My Order

I thought a broadband switch over was meant to be seamless!!!

lauraedavies198 — Wed, 24 Mar 2021 15:58:44 GMT

I have switched from post office fibre to plusnet superfast fibre and my switchover was planned for 25.03 at midnight

I have woken up today to no internet connection

I have now been without any broadband all day

Am i wrong in saying it shouldnt take this long?

Re: I thought a broadband switch over was meant to be seamless!!!

jab1 — Wed, 24 Mar 2021 16:01:09 GMT

@lauraedavies198 Welcome to the forums. What lights/colours are showing on the modem/router?

Re: I thought a broadband switch over was meant to be seamless!!!

lauraedavies198 — Wed, 24 Mar 2021 16:18:17 GMT

A orange light with a solid red B

Re: I thought a broadband switch over was meant to be seamless!!!

jab1 — Wed, 24 Mar 2021 16:25:04 GMT

@lauraedavies198 OK . When you say 25.03 at midnight do you mean 'any time up to midnight on the 24th', or 'anytime up to midnight on the 25th'? The activation emails are a bit misleading in that respect.

Re: I thought a broadband switch over was meant to be seamless!!!

MisterW — Wed, 24 Mar 2021 16:33:59 GMT

my switchover was planned for 25.03 at midnight

AFAIK in PlusNet speak , that means by 00:00 on the 25th i.e anytime today!

A orange light with a solid red B

@lauraedavies198 that probably means your PlusNet account hasn't been activated yet, so the router can't authenticate. It can take anytime up to midnight fro the notification to come from Openreach that the switch has happened and the account to be activated.

Re: I thought a broadband switch over was meant to be seamless!!!

jab1 — Wed, 24 Mar 2021 16:32:56 GMT

That's my reading, too, @MisterW - but as it confuses new members, I thought I'd check. 😉

Re: I thought a broadband switch over was meant to be seamless!!!

lauraedavies198 — Wed, 24 Mar 2021 17:00:30 GMT

Yeah I assumed it was midnight tonight but my phone went across about 15:00 today and my broadband with post office was off when I woke up this morning

I would not normally be so impatient but I have been working from home today (as half the nation probably are too) and have had to use my phone as a hot spot to work

Re: I thought a broadband switch over was meant to be seamless!!!

Gandalf — Wed, 24 Mar 2021 17:00:59 GMT

Hi Laura,

I've checked your order and I can see your phone line's been brought across but your fibre order's still open in the supplier systems. It should complete before midnight tonight and we'll email and text you once it has. Sorry for the downtime.

Let us know tomorrow if there are further issues though.

Re: I thought a broadband switch over was meant to be seamless!!!

lauraedavies198 — Wed, 24 Mar 2021 17:18:25 GMT

I hope it’s soon and not too late, you don’t realise who many things nowadays need WiFi to work, my doorbell is off, my phone has the worst signal on my normal network so can hardly use that, my printer is a WiFi one and my sky catch up and upstairs sky box needs WiFi not to mention everything else it will take me hours to change them all over

Re: I thought a broadband switch over was meant to be seamless!!!

lauraedavies198 — Wed, 24 Mar 2021 21:41:36 GMT

I am asking now within my 14 days to cancel
I am livid that my service still has not switched I can’t be without my internet for work tomorrow

Re: I thought a broadband switch over was meant to be seamless!!!

Strat — Wed, 24 Mar 2021 21:48:39 GMT

Moderators Note
This topic has been moved from General Chat to My Order.

Re: I thought a broadband switch over was meant to be seamless!!!

Hero878 — Wed, 24 Mar 2021 21:50:05 GMT

Can your internal devices not operate with just wifi? Even though the internet is not active the router wifi should still be picking up all your devices and you can use that as a home network as your doorbell and printer shouldn't require an internet connection to the World Wide Web. Just a guess.

I too was due to switch today to Plusnet, phone line went through ok this morning, but been without internet all day and have been tethering the internet from my mobile phone to my work computer to work from home all day.

Re: I thought a broadband switch over was meant to be seamless!!!

lauraedavies198 — Wed, 24 Mar 2021 21:52:38 GMT

I’ve done that with my phone today but that wasn’t great as my phone signal in my area is shocking and I was constantly dropping my vpn connection

Re: I thought a broadband switch over was meant to be seamless!!!

Hero878 — Wed, 24 Mar 2021 21:56:06 GMT

Same I couldn't even connect to VPN for some reason and had to use Microsoft outlook web version to access emails. Hopefully you can get your wifi devices back up and running in the meantime.

Re: I thought a broadband switch over was meant to be seamless!!!

lauraedavies198 — Wed, 24 Mar 2021 21:58:17 GMT

They have been quick enough to generate my next bill though it’s shocking

Re: I thought a broadband switch over was meant to be seamless!!!

Hero878 — Wed, 24 Mar 2021 22:03:53 GMT

O well 2 more hours to go before midnight *fingers crossed*

Re: I thought a broadband switch over was meant to be seamless!!!

lauraedavies198 — Wed, 24 Mar 2021 22:19:02 GMT

Has yours gone across yet or is it just me?
Do they need to do it at a exchange because I am guessing there won’t be anybody doing that at this time of night now

Re: I thought a broadband switch over was meant to be seamless!!!

Hero878 — Wed, 24 Mar 2021 22:26:34 GMT

Not yet still the red b symbol lit up and an orange light bar. I assumed it was an automated thing but they said it could be until midnight.

Re: I thought a broadband switch over was meant to be seamless!!!

lauraedavies198 — Thu, 25 Mar 2021 00:15:27 GMT

Nope still nothing I will be ringing tomorrow to cancel

Re: I thought a broadband switch over was meant to be seamless!!!

jab1 — Thu, 25 Mar 2021 07:17:19 GMT

@lauraedavies198 , @Hero878 If you still have no service this morning, try a factory reset of the router: Press the reset button on the back/base of the router with a paper clip or similar until all the lights go out and then start flashing, then leave it to re-run the set-up process - takes about 15 minutes - still no joy, then repost.