topic Re: Being switched to EE in Home Phone

Being switched to EE

nuttyknitter — Sun, 19 Jul 2026 15:40:06 GMT

I am disappointed to receive emails from Plusnet saying they are sorry I am leaving them when in fact it is Plusnet who are leaving me.

I find the whole things very confusing. I thought I would just be sent a new router, as explained in another thread I had started, and plug my phone in and that would be it. Now I am told an engineer needs to call and it might involve some drilling. I am really worried now. Does anyone know what this is all about please?

Re: Being switched to EE

jab1 — Sun, 19 Jul 2026 15:46:28 GMT

@nuttyknitter I know you may have already told us, but are you still on part-fibre (FTTC)? If so, and the way this 'transfer' is being 'organised', it sounds like they may be, possibly, moving you to a Full Fibre service - but who knows - the communication, or lack of, around this upheaval is bewildering.

Re: Being switched to EE

nuttyknitter — Sun, 19 Jul 2026 15:50:50 GMT

@jab1

Yes its part fibre, we can't have full fibre here as we are a long way from the main road and only have a copper line. My previous post was Digital Switch Confusion and you helped me a lot then.

Re: Being switched to EE

jab1 — Sun, 19 Jul 2026 15:55:06 GMT

In that case, @nuttyknitter , I'm as totally confused as you - if you can't get FF, it literally is just a case of switching routers and plugging your phone into the new one. I have no idea what drilling they think is needed.

Is this information in an email, text, or what?

Re: Being switched to EE

RadioFox — Sun, 19 Jul 2026 16:22:29 GMT

@nuttyknitter

As @jab1 says, the only reason for any kind of drilling, would be for FTTP, but you say that's not available to your location. So it's a bit of a mystery. Did that information come from EE? And have they given you a date when this engineers visit will be?

p.s. I'm due to be transferred to EE tomorrow, but I didn't get a "sorry you are leaving us" email from Plusnet. Perhaps they are pleased to see me go. 🤣

Re: Being switched to EE

jab1 — Sun, 19 Jul 2026 16:24:11 GMT

Good points @RadioFox . I am hoping the information came in a form that @nuttyknitter can share with us, and then we can possibly set their mind at rest.

Re: Being switched to EE

mike600 — Sun, 19 Jul 2026 16:25:04 GMT

If Plusnet have you down as vulnerable or of a certain age, they seem to be sending Openreach personnel to do the job of swapping the router and connecting the phone for you.

I know it's a bit strange when it's not a full fibre swap, but that is happening in some circumstances. I've also seen it with a BT Retail customer who is in her late 80's.

I'm trying to do as many of these migrations as I can in my local area for clients and people I know, otherwise come the end of the year it's going to be chaos.

Re: Being switched to EE

jab1 — Sun, 19 Jul 2026 16:29:47 GMT

@mike600 wrote:

If Plusnet have you down as vulnerable or of a certain age, they seem to be sending Openreach personnel to do the job of swapping the router and connecting the phone for you.

And BT say they haven't got enough staff!

EDIT: And what drilling is involved with switching routers?

Re: Being switched to EE

nuttyknitter — Sun, 19 Jul 2026 16:29:32 GMT

@jab1

Is this information in an email, text, or what?

I followed a link in an email which said to see what my options were and then I phoned Plusnet. The man I spoke to did everything and then masses of emails kept arriving. He gave me the switchover date and said an engineer would need to come and it would probably involve some drilling. I did say you do realise we only have a copper line don't you to him and he said yes.

I don't really fancy having anything drilled.

Re: Being switched to EE

jab1 — Sun, 19 Jul 2026 16:31:36 GMT

@nuttyknitter Do any of these emails mention the drilling, or what it could possibly be for?

Re: Being switched to EE

nuttyknitter — Sun, 19 Jul 2026 16:32:59 GMT

@mike600

I might be knocking on a bit age wise but I can certainly manage to swap a router over. I did it the last time Plusnet sent me a newer one. It is the thought of someone wanting to drill which is bothering me.

Re: Being switched to EE

nuttyknitter — Sun, 19 Jul 2026 16:52:22 GMT

@nuttyknitter Do any of these emails mention the drilling, or what it could possibly be for?

@jab1

Re: Being switched to EE

jab1 — Sun, 19 Jul 2026 16:52:26 GMT

OK, @nuttyknitter . I know I might sound very cynical here, but I would take anything the phone agents tell me with a wagonload of salt, and check it with someone on here.

Re: Being switched to EE

nuttyknitter — Sun, 19 Jul 2026 16:54:53 GMT

@jab1

Thank you, that is why I came on here to ask as you all know more than me.

Re: Being switched to EE

jab1 — Sun, 19 Jul 2026 16:58:02 GMT

OK - no drilling, just you needing to swap over the routers, and obviously change the connection details on you equipment, which I assume you did at the last router swap?

Re: Being switched to EE

nuttyknitter — Sun, 19 Jul 2026 17:01:35 GMT

@jab1

Yes everything that needed changing last time was done by me.

Re: Being switched to EE

nuttyknitter — Sun, 19 Jul 2026 17:03:12 GMT

@RadioFox

I would be pleased to hear how your transfer goes tomorrow, hopefully it will give me some peace of mind.

Re: Being switched to EE

mike600 — Sun, 19 Jul 2026 17:05:57 GMT

@jab1 "EDIT: And what drilling is involved with switching routers?"

There wasn't any drilling done with the residential jobs. They just plugged in the router and explained the digital voice service and phones.

However, I remember a BT Business job for 'digital voice' migration where again they sent two Openreach engineers for no apparent reason. That too was FTTC only, the router previously was connected to a secondary socket on the third floor of a building. They (Openreach) wanted it connected to the master socket on the ground floor (some distance away from where there was a power source). They refused to move the master socket to the top floor, so instead ran a new cable in from outside to a point on the ground floor where there was power.

Fortunately, we already had an Ethernet cable nearby running to that location from the top floor for a card machine - so the existing data cable now works in reverse to get data back to the top floor. What a faff.

Re: Being switched to EE

nuttyknitter — Sun, 19 Jul 2026 17:11:23 GMT

@mike600

Our master socket is in a cupboard, totally unusable.

Re: Being switched to EE

jab1 — Sun, 19 Jul 2026 17:15:49 GMT

@nuttyknitter So, the current router is plugged into an extension? The new one goes exactly there.