topic Re: How to order activation for move in day? in My Order

How to order activation for move in day?

Temrael — Tue, 11 Jul 2023 09:59:51 GMT

Hi there,

My daughter is moving in to a flat on the 1st of August and wants to order broadband from Plusnet.

The order form, though, seems to assume she is switching to Plusnet and would therefore be happy for activation to be as soon as possible.

What's the best way to get activation arranged for move in day? Any thoughts, @Gandalf?

Can she just order as usual and then message customer services to specify activation on 1st Aug?

Thanks,

Andy

Re: How to order activation for move in day?

Townman — Tue, 11 Jul 2023 15:42:47 GMT

Hi,

It would be best speaking to COTS ...

Contact Customer Options Team (aka COTS)

COTs is the place to go to if you want to find out anything to do with your contract in respect of leaving, renewing or simply enquiring about early termination charges (ETCs). They have their own number and tend to answer quicker than the general customer service number.

Direct dial numbers

0800 013 2632 or 0800 079 1133(from within the UK)
+44 330 123 9197 (from abroad)
Available...
- 8am - 8pm Monday to Friday
- 9am - 7pm Saturday
- 9am - 6pm Sunday

That said, it would be wise to have more moderate expectations. Would it be right to presume that the premises are presently occupied? If yes, then it is likely that the current occupant has a live service and will have arranged for its termination on 31st July. That being the case, the 1st August will the earliest date that any ISP can place a line takeover order.

Subsequent to the CURRENT supplier raising a service cease order, BT's systems do not permit another ISP to place orders until after the cease order has executed or been with drawn. From the point of an order being placed the service should go live in one to two weeks, depending on the nature of the order.

Things could be more complicated if the property is in a fibre priority area. In such places. BT will not accept new orders over (existing) coper circuits, which will entail the installation of a fibre connection. I doubt that can be facilitated prior to your daughter occupying the property.

This scenario potentially has other considerations - is this a rental property? If yes, then there might be clauses in the AST about retaining the telephone number ... which is there is a forced move to FTTP might be a complication with needs discussing with the letting agent / landlord.

Re: How to order activation for move in day?

Temrael — Tue, 11 Jul 2023 15:46:30 GMT

Thanks Townman, the property was previously a rental, but has been vacant for several months.

So I expect there's no current provision, there's certainly no router plugged in.

We'll try COTS.

Thanks,

Re: How to order activation for move in day?

Townman — Tue, 11 Jul 2023 16:17:24 GMT

"the property was previously a rental"

Does that infer that your daughter will not also be renting?

If she is renting, she should check for any clauses in the AST for obtaining permission to drill into walls. If an ONT installation is required (for FTTP) there is the likelihood that BT Openreach will want to see the landlord's approval to make holes in walls to install the new fibre 'circuit'.

I have a tame letting agent contact - will see what the industry guidance is on this matter.

Re: How to order activation for move in day?

Temrael — Tue, 11 Jul 2023 16:36:35 GMT

Thanks Townman, no my daughter is buying the property.

When she tried to order Plusnet fibre, I don't think it indicated an engineer was needed so I'm presuming there is an old fibre connection there, but perhaps not active.

Re: How to order activation for move in day?

Townman — Tue, 11 Jul 2023 16:49:24 GMT

... that has been seen to be a different bag of worms!

There is an ONT there ... but an ONT needs to be installed!

Such confusion has been seen several times in BT's systems. Best advice is to keep a close watch on the tickets (see the link below having logged into the account on the portal) lodged on the account (the order tracker is not overly verbose on details).

Re: How to order activation for move in day?

Temrael — Tue, 11 Jul 2023 16:51:16 GMT

Ok I'll bite, what's an ONT?

Re: How to order activation for move in day?

Townman — Tue, 11 Jul 2023 17:02:58 GMT

🤣

OK - Sorry!!

ONT = Optical Network Terminator as used for a FTTP service.

It is the equivalent of the NTE5 used to terminate a copper telephone (PTSN circuit) aka "the phone socket" which delivers both voice and ADLS or FTTC broadband.

An ONT only delivers a broadband service. Voice can be delivered as a "content" service over broadband by a chosen third party as VoIP.

One of the issues seen with early ONT installations is that the vanguard units had two ethernet ports, which would allow two suppler services to be connected. I am not sure what gives rise to the confusion about available ports on already installed ONTs, but they have been seen and usually require staff intervention. That is why I would counsel watching the ticket progress.

Time for beer...

Re: How to order activation for move in day?

Temrael — Tue, 11 Jul 2023 17:08:17 GMT

Ok I think it's just FTTC that's present (and we want), but I'll keep an eye.

Enjoy your beer, well earned. 🍺