topic Re: Switching from BT in My Order

Switching from BT

mark1892 — Wed, 19 Apr 2023 17:19:01 GMT

Hi I recently tried to switch from Bt but the order had exceptions onthe line forcing delay after delay.
This should have been a simple switch as all installation work for full fibre was completed by BT previously.
I've contacted bt to help explain the hold up and been told plusnet never contacted them to release/switch.
Is this normal?

Re: Switching from BT

MisterW — Wed, 19 Apr 2023 17:40:53 GMT

Bt would be notified automatically when an order is accepted by Openreach. If the order is being rejected due to exceptions then that would explain why they haven't been notified

Re: Switching from BT

mark1892 — Wed, 19 Apr 2023 17:42:29 GMT

So what causes an exception?

Re: Switching from BT

MisterW — Wed, 19 Apr 2023 18:14:39 GMT

When there's some inconsistency in Openreach's database e.g address misnatch

Re: Switching from BT

mark1892 — Wed, 19 Apr 2023 18:17:01 GMT

So I have no way around this? I've had to unfortunately cancel my plusnet switch and now stick with bt

Re: Switching from BT

RealAleMadrid — Wed, 19 Apr 2023 18:46:41 GMT

@mark1892 Why have you had to cancel, were Plusnet unable to get Openreach to sort things out and place an order that was accepted? You have given no information on what was causing the problems, maybe you don't know the details but Plusnet should have kept you informed. Is your Plusnet account still active. you may be able to log in and look at tickets (questions) that could explain what's happened. Plusnet Tickets

Re: Switching from BT

Baldrick1 — Wed, 19 Apr 2023 20:20:45 GMT

Moderators Note

This topic has been moved from Broadband to My Order