topic Re: Moving home internet problem in My Order

Moving home internet problem

JohnDoe — Sat, 03 Aug 2024 08:10:35 GMT

Hi everyone,

Just moved house and advised Plusnet about it well in advance, however previous occupies have stopped our migration (I think its called cease? Am i correct?) so our internet (FFTP) has not been connected of over a week now, the previous occupies got in contact today that they now have internet at their new property, does this mean that our line can be reconnected to plusnet? Is there anything I have to do or this supposed to happen automatically? Many thanks.

Re: Moving home internet problem

jab1 — Sat, 03 Aug 2024 08:20:18 GMT

@JohnDoe If the previous occupiers ceased their connection, there is a 10 working day (effective a fortnight) window where n0-0ne else can place an order 0n that line. Once that has passed, then an order can be placed, and providing the ONT is powered up (so OpenReach can test it), they should be able to remotely activate your connection within 3 working days of receiving the order from PN.

Re: Moving home internet problem

JohnDoe — Sat, 03 Aug 2024 08:43:17 GMT

Thanks, is there any way of finding out what is the current status of my line? Its very confusing, we did all the right things, signed up for a new contract but still no connection. Is this something that previous occupiers have to do to "unblock" the line?

Re: Moving home internet problem

jab1 — Sat, 03 Aug 2024 08:51:00 GMT

When did the previous occupiers arrange the 'cease', do you know? f PN have your order, their system will tell them when they can place the order, which should be done automatically, and you should be advised of the anticipated 'go live' date.

Re: Moving home internet problem

bmc — Sat, 03 Aug 2024 10:05:23 GMT

@JohnDoe

Phoning PN Support may be your best bet. A staffie may or may not pick up on this forum.

Have you logged into your PN account to see if it says anythiong there about your move.

Brian

Re: Moving home internet problem

jab1 — Sat, 03 Aug 2024 10:15:50 GMT

@bmc - never knew PN support employed dogs 🤣 - although....

Re: Moving home internet problem

JohnDoe — Sat, 03 Aug 2024 12:53:14 GMT

The previous occupiers arranged the 'cease', around 18th of July, the PN have said previously that they can set up the connection after the 8th of August, but I dont seem to have any solid date so its all bit uncertain.

Re: Moving home internet problem

jab1 — Sat, 03 Aug 2024 13:00:37 GMT

If the previos occupiers 'arranged' the cease around the 18/7, when did they arrange to be effective from.? The 10 working days is only effective from the actual cease date, which by my calculations, based on the date of 08/08 quoted above suggests that it was somewhere around 25/7.

Re: Moving home internet problem

bmc — Sat, 03 Aug 2024 13:25:39 GMT

@JohnDoe

The only way you're going to get clarity if there's nothing showing in your Member's portal is to phone PN Support.

Brian

Re: Moving home internet problem

MisterW — Sat, 03 Aug 2024 13:29:58 GMT

A cease instigated on the 18th July is going to complete on the 1st or 2nd Aug (depending on whether the 18th is counted as day one?). Plusnet will then possibly be able to place the order on the 2nd but possibly not till Mon 5th (ordering doesnt work w/e) so the 8th maybe about right for a remote activation , 2 to 3 days.

@JohnDoe what does the BTwholesale checker https://www.broadbandchecker.btwholesale.com/#/ADSL/AddressHome say in the narrative below the availability matrix ?

Login to your Plusnet account and then go to https://www.plus.net/wizard/?p=search , look at closed tickets to see if there's any there with more information