topic Re: Newbie question to full fibre in My Order

Newbie question to full fibre

banger696 — Thu, 21 Aug 2025 19:43:41 GMT

Just signed up for Full Fibre 900 with Plusnet. When installed will my DSL/Phone be disconnected with Talk Talk as I would like to keep it running a couple of months until contract expires and transfer phone to VOIP with A&A? I told the sales rep on not to cancel my current service.

Re: Newbie question to full fibre

Baldrick1 — Thu, 21 Aug 2025 21:45:49 GMT

Moderator's note:
Thread moved from Full Fibre to My Order

Re: Newbie question to full fibre

Tina11192 — Sat, 23 Aug 2025 16:14:50 GMT

@banger696 Thank you for reaching out to our Community Forum, I hope you are well.

When placing an order on a existing line usually this would trigger a cease on the current provider's service, can I check if you have received anything from TalkTalk regarding a cease being triggered? If you are looking into getting 2 services running alongside for a few months the options would be:

- a new line installation for a second line;

- putting on hold the Plusnet order until you are almost out of contract with TalkTalk.

I also tried to call you to discuss this in details with you, unfortunately I could only leave a voicemail, please feel free to reply at your earliest convenience.

I hope this helps

Re: Newbie question to full fibre

MisterW — Sat, 23 Aug 2025 16:45:06 GMT

@Tina11192

the options would be

- a new line installation for a second line;

- putting on hold the Plusnet order until you are almost out of contract with TalkTalk.

Its an FTTP install so there will be a new connection installed anyway.

There's (well there used to be?) an option on FTTP install to retain existing services and it sounds like @banger696 specified that option

I told the sales rep on not to cancel my current service.

Is that not how the order has been placed ?

Re: Newbie question to full fibre

banger696 — Sat, 23 Aug 2025 21:20:38 GMT

@Tina11192

Hi I tried to tell the sales rep it was a new installation to be running along side my current TTB service. I haven't heard anything from TTB but it's a weekend. I was told that full fibre wouldn't affect DSL/Phone by Andrews and Arnold rep as I plan to move my phone to them when TTB contract has ended. I have a completton date of 6th Sept but my first year contract doesn't end until Oct 23rd 25/

@MisterW

Thanks for that I wish I had placed the order online as the form asks you if you are switching or not and first time round I picked not switching.

Re: Newbie question to full fibre

Baldrick1 — Sat, 23 Aug 2025 21:58:12 GMT

@banger696

Have you checked the TT cancellation charges? It might be cheaper to pay the TT ETC rather than run the two services. The only down side will be the several days loss of phone service whilst you wait for the number to be ported to A&A.

Re: Newbie question to full fibre

banger696 — Sat, 23 Aug 2025 22:10:13 GMT

@Baldrick1

Yes it is £300 before Oct 23rd and £125 after I was going to use the PlusNet £100 reward card towards the £125 termination fee if it all works out. To be honest I cant wait to get away from TTB as Customer Service is abysmal.

Re: Newbie question to full fibre

banger696 — Sat, 23 Aug 2025 22:30:06 GMT

I've just looked at my TTB cases and there is a new case produced 23 Aug and it says Cancellation and Retention so my worst fears seem to have been realised. I have asked the to cancel the cease on my line if that is what it is about there is no detail.

Re: Newbie question to full fibre

banger696 — Sun, 24 Aug 2025 06:57:04 GMT

@Tina11192 wrote:

@banger696

I also tried to call you to discuss this in details with you, unfortunately I could only leave a voicemail, please feel free to reply at your earliest convenience.

@Tina11192 I have just checked my mobile number in the accounts section and it was wrong so have corrected it if you need to call.

Moderator's note :Copied text truncated to relevant paragrapgh and response correctly appended.

Re: Newbie question to full fibre

banger696 — Sun, 24 Aug 2025 08:29:55 GMT

I have chatted with CS at TTB this morning who have said the stop on my current line has been cancelled. Dont know what effect that will have with the PN order.

Re: Newbie question to full fibre

Baldrick1 — Sun, 24 Aug 2025 08:38:25 GMT

@banger696

I would ring in and make sure that the order is cancelled.

It is most unfortunate that this has happened. Hopefully we will see you back here in a couple of months.

Re: Newbie question to full fibre

RealAleMadrid — Sun, 24 Aug 2025 09:17:01 GMT

@Baldrick1 Not sure I understand, I thought the OP wanted a new Full Fibre connection now and specifically requested that Plusnet did not affect the existing copper Broadband and phone service. It seems Plusnet have not dealt with this correctly.

Re: Newbie question to full fibre

krusty — Sun, 24 Aug 2025 10:33:35 GMT

Banger has a current vdsl Talk talk business line, he wanted to upgrade to fttp but TTB hasn't got any cable links in the exchange to serve him (they kinda do but its messy). End result is that he's on a long contract with Talk Talk and exit charges.

So Banager decided to go with PN, and somehow PN thought it was a switching from talk talk vdsl to pn fttp. Except that he wanted pn to provide a new FTTP service to run along side his TTB line. Ie no line decease !

i think the above is the easiest way to explain it

Re: Newbie question to full fibre

banger696 — Sun, 24 Aug 2025 18:20:25 GMT

Yes that is correct Krusty. I have saved the chat I will point to that if I get billed for £300 but belt and braces I will check again in a couple of days.

Re: Newbie question to full fibre

RealAleMadrid — Sun, 24 Aug 2025 21:44:34 GMT

@banger696 Just a warning, if TTB have stopped the cease your Plusnet order is likely to fail and be cancelled. You need to talk to Plusnet and get them to order what you wanted in the first place, a new Full Fibre service.

Re: Newbie question to full fibre

banger696 — Sun, 24 Aug 2025 22:14:57 GMT

@RealAleMadrid This is getting complicated. PN already owe me £35.99 from the first order they cancelled. I will call CS tomorrow and see what the status of the current order is.

Re: Newbie question to full fibre

Baldrick1 — Mon, 25 Aug 2025 08:54:46 GMT

@banger696

Trying to get this in some kind of logiical order.

1. You ordered Full Fibre from Plusnet, requesting that you keep your current FTTC service with TT.

2. Plusnet incorrectly put the order through as a transfer from TT FTTC to Plusnet Full Fibre.

3. You received notification from TT that they had been advised that you were leaving, and by so doing confirmed that Plusnet had incorrectly ordered a transfer.

4 You contacted TT and cancelled the transfer.

5 I suggested that you conttacted Plusnet and made sure that they had cancelled your original order.

This should put you back to where you started, apart from you being due a refund from Plusnet for your first year's subscription. .This will be returned to the same account from which it was paid when this account is closed in a few weeks time. So don't close a Direct Debit if that's how it was paid.

Your options now are:

A. Leave it until your first year with TT is up, (frankly I am staggered by the step in cancellation charges. are you sure? I had a quick look through their T's and C's and failed to spot this), then start again by ordering the shift from FTTC to FTTP.

B Call Plusnet and see if they can correctly place the order for a separate FTTP line.

When ringing in, instead or calling the general number, contact the Customer Options Team directly on 0800 013 2632.

Just bear in mind that you can only cancel a new contract with Plusnet without penalty in the first 14 days from agreeing the contract, not the service go live date.

Re: Newbie question to full fibre

banger696 — Mon, 25 Aug 2025 13:50:06 GMT

@Baldrick1

Attached is the price list for 2025 and if you scroll down to page 10 you will see cancellation charges for 24 month contracts. I am still trying to confirm the cease on my line has been cancelled by TT. Today Customer services at TTB referred me to retentions but they aren't open on bank holiday so will have to confirm tomorrow.

Re: Newbie question to full fibre

banger696 — Mon, 25 Aug 2025 14:30:43 GMT

So I called in to PN this afternoon and the agent said he would cancel the current order and place it again which shouldn't affect the current TT line just will make the engineer appointment delayed so I now await some emails confirming the new order.

Re: Newbie question to full fibre

banger696 — Mon, 25 Aug 2025 17:32:00 GMT

So I rang PN again and spoke to Leanne and was told there is no way to do the order without losing my landline except to go with EE and adopt Digital Voice. EE is no good for me as they wont refund my TTB charges as the small print says it is not for Business lines. So I have cancelled the order and looking for somewhere else now.