topic Re: Switched to Plusnet in My Order

Switched to Plusnet

JoannaM — Wed, 30 Apr 2025 08:34:18 GMT

Hi. I was wondering if anyone could point me in the way forward.

I joined Plusnet yesterday (switched from Virgin Media) and the BB was activated, no problems there.

However, I didn’t have an email from VM, so contacted them and they said that they haven’t heard anything and I needed to get Plusnet to email them saying their BB is activated.

With the one switch is this needed? I assumed it was all done for me (not a problem if it isn’t, I just need to know who I need to be chasing) I don’t want to be paying for 2 services.
I have checked VM BB this morning and it’s still active.

I did receive an email awhile back when I booked the switch from VM that confirmed I was switching on 29/4.

Thank you

Re: Switched to Plusnet

MisterW — Wed, 30 Apr 2025 08:44:55 GMT

However, I didn’t have an email from VM, so contacted them and they said that they haven’t heard anything and I needed to get Plusnet to email them saying their BB is activated.

VM will have received notification from the OTS (One touch switch) system, they've just not processed it properly.

Asking Plusnet to send an email is rubbish I'm afraid, the notification of transfer comes directly from OTS.

I did receive an email awhile back when I booked the switch from VM that confirmed I was switching on 29/4.

That demonstrates that the switch was being handled by the OTS system and VM knew!

Complain to VM.

Re: Switched to Plusnet

dvorak — Wed, 30 Apr 2025 08:46:08 GMT

Moderators Note

This topic has been moved from Broadband to My Order

Re: Switched to Plusnet

Tina11192 — Wed, 30 Apr 2025 08:59:53 GMT

Hi @JoannaM Thank you for contacting us on our Community Forum, I hope you are well.

Like @MisterW already mentioned, VM would have had already a switch notification through the One Touch Switch system, as they claim to have not received it, I have now re-sent the notification to VM through OTS advising the switch and order has completed on our end, I would advise to allow a further 24 hours before getting back in touch with VM.

Please let me know if there's anything else we can look into for you

Re: Switched to Plusnet

MisterW — Wed, 30 Apr 2025 09:27:25 GMT

I have now re-sent the notification to VM through OTS

@Tina11192 I wasn't aware that was possible. I'll remember that for the future.

Re: Switched to Plusnet

Tina11192 — Wed, 30 Apr 2025 09:39:40 GMT

Hi @MisterW Yes, it is a new thing and we recently found out ourselves! Thanks to the one and only @Marsh that has always his eyes on these things 😁

Re: Switched to Plusnet

sarsky — Fri, 30 May 2025 05:56:52 GMT

Hi, can someone please help me? I also switched to Plusnet who said they would advise Talk Talk. Now I'm losing my internet today with Talk Talk and Plusnet arent connecting my fibreoptic package until 5 days time What can I do???

Re: Switched to Plusnet

pjmarsh — Fri, 30 May 2025 10:05:11 GMT

@sarsky, it looks like you've got the answer on your other thread now?

Re: Switched to Plusnet

sarsky — Fri, 30 May 2025 10:36:38 GMT

Hi PJMarsh, yeah I know haha I got into a bit of a panic and put out a few appeals for help but thankfully all is resolved now

Re: Switched to Plusnet

WendySprakes — Mon, 16 Jun 2025 13:29:37 GMT

Hi I'm new here and we just had our Plusnet hub connected today, I have exactly the same question!

I just didn't want to have a bill from Virgin, and wondered if I needed to do anything, although the chap on the phone we signed up with said we wouldn't need to do anything else, I just thought I would double check.

I did get a text from Virgin Media on 10th June saying they could see I was looking to move away from them.

Any help from anyone greatly appreciated!

Re: Switched to Plusnet

MisterW — Mon, 16 Jun 2025 13:35:54 GMT

@WendySprakes If you haven't received the confirmation from VM by tomorrow, I suggest calling VM and checking that they've received the notification, from the OTS (One touch switch) system, that the transfer is complete.

If they claim they havent received it, then post back here and I'm sure one of the Plusnet help team will arrange to re-send it.

Re: Switched to Plusnet

Windings — Mon, 16 Jun 2025 16:21:37 GMT

@WendySprakes Hi there, I can confirm by looking at your one touch switch order with us that we've already triggered confirmation of line switchover. Virgin should update and close your account accordingly within the next 24 hours.

All the best