topic Re: Broadband activation date in My Order

Broadband activation date

RM5 — Tue, 12 Mar 2024 19:08:45 GMT

Hi .

I’m new customer,my broadband activation date is set for 4th April.

is it any chance to change this date for anytime before 30th March,as it’s my last day with BT.

Didn’t realise it will take so long for activation and looks like I will be without heating for couple of days (nest thermostat)

Thank You for any help You can offer.

Re: Broadband activation date

MisterW — Tue, 12 Mar 2024 19:28:33 GMT

If you've requested that Plusnet transfer your service from BT then your BT service should continue until the transfer happens, UNLESS you've cancelled directly with BT. In that case Plusnet can't place the order until your BT service ceases.

Is the 4th April a confirmed date or just an estimate ?

Re: Broadband activation date

jab1 — Tue, 12 Mar 2024 19:28:55 GMT

@RM5 Welcome to the forums. What service - ADSL/FTTC/FF, are you on with BT, and what have you ordered from Plusnet?

Re: Broadband activation date

RM5 — Tue, 12 Mar 2024 19:36:38 GMT

jab1,it’s Plusnet fibre 50-69mb with Hub two dsl.

Re: Broadband activation date

jab1 — Tue, 12 Mar 2024 19:39:15 GMT

So, @RM5 , this is an FTTC to FTTC transfer? Can you answer @MisterW 's question above, please?

Re: Broadband activation date

RM5 — Tue, 12 Mar 2024 19:40:05 GMT

It’s fibre 74 and on tracking page show completion date 4th April.

Re: Broadband activation date

RM5 — Tue, 12 Mar 2024 19:42:45 GMT

It’s FTTC.

Re: Broadband activation date

jab1 — Tue, 12 Mar 2024 19:42:52 GMT

Did you tell BT you were moving, or did you leave everything to Plusnet to organise?

Re: Broadband activation date

RM5 — Tue, 12 Mar 2024 19:44:31 GMT

Cancelled everything with BT

Re: Broadband activation date

RM5 — Tue, 12 Mar 2024 19:45:33 GMT

Told them I’m moving

Re: Broadband activation date

jab1 — Tue, 12 Mar 2024 19:49:36 GMT

That is not the way to do it - you should have just placed an order with PN and left it to them to sort. BT will now place a cease on your service, and there is nothing that can be done by PN to bring the changeover forward - there is an OFCOM mandated 10-day transfer hold which cannot be over-ridden.

Re: Broadband activation date

RM5 — Tue, 12 Mar 2024 19:53:50 GMT

Ok,☹️ thanks for helping.

Re: Broadband activation date

MisterW — Tue, 12 Mar 2024 19:55:20 GMT

Cancelled everything with BT

Oh dear! I suspect the tracking is just showing an estimated date. BT will have placed a cease on your line to complete on the 30th.Until then no other ISP can place an order. You an either wait for a staff member to pick this thread up and confirm what's happening or call customer services to check the status of the order.

Re: Broadband activation date

Mav — Tue, 12 Mar 2024 19:59:30 GMT

Moderator's note(s):

Thread moved from Broadband to My Order.

Re: Broadband activation date

Townman — Tue, 09 Apr 2024 23:43:45 GMT

@MisterW wrote:

Cancelled everything with BT

Oh dear! I suspect the tracking is just showing an estimated date. BT will have placed a cease on your line to complete on the 30th.Until then no other ISP can place an order. You an either wait for a staff member to pick this thread up and confirm what's happening or call customer services to check the status of the order.

Somewhat late to the party...

In this scenario there is zilch Plusnet can / could do about the matter. The most pragmatic way forward would have been to tell BT Retail to cancel the cancellation request ... THEN ask PlusNet to resubmit the order as a working line take over for your preferred date.

As @MisterW states, with an outstanding cease order on a line, no ISP can place take over orders until AFTER the cease has completed. There is at least a 5 day lead time on provisioning broadband. Thus BT cease on 30th and Plusnet provide by 4th April clearly matches these practices.

If one wants to migrate from one provider to another ONLY EVER TELL THE NEW PROVIDER. That will ensure that there is less delay and minimise the risk of having no internet for a few days.