topic Re: Migration - Activation date in Plusnet Feedback

Migration - Activation date

Lwio — Fri, 12 Sep 2014 15:30:01 GMT

Just migrating over from BT.
I'm on BT infinity 2 at the minute and am migrating to the equivalent Plusnet service, phones going too.
I use my own router, an apple extreme as the home hub 2 I had didn't play nice with my apple tv, it plugs into a modem.
I was wondering why an engineer visit would be necessary, if it's indeed necessary?
More curious than anything.

Re: Migration engineer visit

w23 — Fri, 12 Sep 2014 15:42:11 GMT

Pretty sure there is no need for an engineer visit to your home as you already have everything set up that they would do (you only need to change the PPPoE login in your router at the appropriate time).
Hopefully a member of staff will confirm to give you 100% reassurance.

Re: Migration engineer visit

Acassim — Fri, 12 Sep 2014 16:16:43 GMT

Hi Lwio,
From checking your account it looks like a simple admin error as there is no current BT supplied product in the account field which means it will have requested install dates for the service which is technically not required.
Just looking over the finer details it doesn't appear that anything has been booked by way of an engineer so the service should just switch over like for like. Have you had any email correspondence which says otherwise? (I can't see anything in the service notices on your account so you shouldn't have).

Re: Migration engineer visit

Lwio — Fri, 12 Sep 2014 17:19:20 GMT

No, no email. I was just reading the main page. So it all looks ok.
It will be a straight forward switch over then.

Activation date.

Lwio — Sat, 11 Oct 2014 14:14:43 GMT

Hello I ordered Fibre and telephone on the 12/9, I received a confirmation letter dated 15/9 but still have not heard about a transfer date. Any news?

Re: Migration - Activation date

Oldjim — Sat, 11 Oct 2014 14:24:10 GMT

Merged with existing topic by the OP and moved here with a title change as it appears that Plusnet have dropped the ball which isn't good news for the customer

Re: Migration - Activation date

Anotherone — Sat, 11 Oct 2014 14:51:27 GMT

This is shocking, a month later after the first post.
Have you still got a live BT Infinity service there Lwio?
Edit: Try logging in to your account and check that your contact email address is correct (and other details whilst you are there) also have a look at your "my questions" here to see if there is any tickets there that give any info. Check both Open & Closed ones.

Re: Migration - Activation date

Lwio — Sat, 11 Oct 2014 16:08:58 GMT

Thanks for the reply.
Yes I've still got the Bt fibre that's working fine.
Just checked my account email seems to be okay, it's a googlemail account.
On the view products and services you've bought from plus net the following appears:
12/9/2014 unlimited fibre extra status buy in red.
01/01/1970 Unlimited fibre extra broadband pending in green -- note the date
12/19/2014 anytime unconfigured in green.
Transactions screen £30.93 initial charge fully paid.

Re: Migration - Activation date

Anotherone — Sat, 11 Oct 2014 22:51:44 GMT

Hmm, interesting - the ball has certainly been dropped, you could even say several have been thrown in the air.
I guess the last date is a minor typo by you
Someone from the CRT will need to look more closely at this on Monday.
btw do you use a MAC when moving provider on Fibre?

Re: Migration - Activation date

Lwio — Sat, 11 Oct 2014 23:04:48 GMT

Yes used a MAC. oh yes should read 12/9/2014.

Re: Migration - Activation date

Anotherone — Sat, 11 Oct 2014 23:18:06 GMT

Let's hope it gets expedited on Monday for you.

Re: Migration - Activation date

MattyC — Mon, 13 Oct 2014 08:55:41 GMT

Thanks for speaking with me Lwio.
As discussed, once you have a new MAC we'll place your order for you. Feel free to send it me in a PM.
I'm sorry for the inconvenience caused.
@Anotherone - The ball certainly has been dropped. Systems rather than individuals on this occasion. Along with this, unfortunately we're unable to expedite an earlier than 5 working days when it comes to MAC migrations.
Matty

Re: Migration - Activation date

Anotherone — Mon, 13 Oct 2014 18:56:58 GMT

But well done for picking it up

Re: Migration - Activation date

Lwio — Thu, 16 Oct 2014 13:55:39 GMT

Quote from: MattyC
Thanks for speaking with me Lwio.
As discussed, once you have a new MAC we'll place your order for you. Feel free to send it me in a PM.
I'm sorry for the inconvenience caused.
@Anotherone - The ball certainly has been dropped. Systems rather than individuals on this occasion. Along with this, unfortunately we're unable to expedite an earlier than 5 working days when it comes to MAC migrations.
Matty

Thanks for phoning and replying, just got the new MAC code and I'll pm you with it.

Re: Migration - Activation date

MattyC — Thu, 16 Oct 2014 14:01:43 GMT

Thanks!
One of our provisioning experts will place your order for you now.
Matty