topic Re: Problems moving from FTTP trial to new service in My Order

Re: Problems moving from FTTP trial to new service

dangerousbaz — Wed, 25 Jan 2023 13:21:38 GMT

Hi Team - I am facing a similar issue moving from the Plusnet FTTP trial to a new full fiber service. I have spoken to the help desk team for new orders, and for some reason they have insisted I need an Engineer visit before they will switch my service.

Can you help? I very much doubt I need an engineer visit to simply switch from the trial to the full fiber service.

Let me know.

Many thanks

Barrie

Re: Problems moving from FTTP trial to new service

bmc — Wed, 25 Jan 2023 13:55:31 GMT

@dangerousbaz

The Help team know very little or nothing about the Trial. As it was non standard it doesn't show up on their systems.

You need a staff member to pick this up for you and do the necessary manually.

I assume you're aware you lose you phone service (if you still have one).

Brian

Re: Problems moving from FTTP trial to new service

MatthewWheeler — Wed, 25 Jan 2023 14:26:01 GMT

Hi @dangerousbaz

I'm sorry for the inconvenience and confusion caused by this.

I've cancelled the order that was in place and done all the manual work on the account to change things over.

You won't notice a increase in speed until tomorrow unfortunately and the Hub 1 might not give you the full speeds but the Hub 2 has been ordered and should be with you in the next couple of days

Re: Problems moving from FTTP trial to new service

dangerousbaz — Thu, 26 Jan 2023 09:50:21 GMT

Thanks Matthew - it’s all updated now and working perfectly…

Re: Problems moving from FTTP trial to new service

MatthewWheeler — Thu, 26 Jan 2023 11:48:01 GMT

Great stuff!

Let us know if you have any further issues

Re: Problems moving from FTTP trial to new service

wncfc — Fri, 27 Jan 2023 07:42:04 GMT

dangerousbaz

I moved from the trial to the full service and was also told I needed an engineer visit. When I questioned this, I was informed that they need Openreach to simply switch something at the exchange and not actually visit the home, but it still appeared as an engineer visit.

Re: Problems moving from FTTP trial to new service

dvorak — Fri, 27 Jan 2023 10:49:43 GMT

Moderators Note

This topic has been split from another thread for better visibility.