topic Re: Heading over to Plusnet from BT in Plusnet Feedback

Heading over to Plusnet from BT

BlackPearl — Mon, 29 Sep 2014 09:53:53 GMT

Hi, just thought I would say hello as I have just placed an order for
fibre extra and phone line.
I hope my order to switch from BT infinity 2 goes through smoothly
as I have read some horror stories of this type of order going into
a plusnet processing black hole.
I will keep a check on progress and look forward to having my
Plusnet fibre active soon.
I hope this will be the start of a better service than the one received
to date from the other supplier.
At the moment I am and I am optomistic for it to stay that way.

Re: Heading over to Plusnet from BT

Strat — Mon, 29 Sep 2014 09:55:54 GMT

Welcome to the forum Blackpearl
Hope everything goes well for you.

Re: Heading over to Plusnet from BT

sjptd — Mon, 29 Sep 2014 10:23:07 GMT

I've just completed a move BT Infinity -> Plusnet, very happy so far.
There were a couple of potential blocks that it is worth checking.

I gave my MAC online after the order ~ I wanted to get the order in before the Mac arrived because of cashback deal expiry. I then checked with Plusnet telephone service a couple of days after that to make sure things were progressing, and indeed the system hadn't automatically noticed the Mac and moved on to the next step of the process.

The day of the changeover BT did disconnect their equipment, but the Plusnet connection/activation that should have been automatic almost immediately did not happen.

In both cases the issue was dealt with very quickly and efficiently by the service people. However neither of the calls should have been necessary. I don't know how long it would have been before the Plusnet system resolved them automatically if I hadn't called. The system is clearly far from 100%; also the feedback about your status is not good, very few emails and no way of verifying online.
Good luck with your move.

Re: Heading over to Plusnet from BT

BlackPearl — Mon, 29 Sep 2014 10:28:37 GMT

Thanks for the heads up sjptd , I supplied the MAC as part of the sign-up so
I hope that will avoid your initial issue.
I was hoping that e-mails etc would update often and swiftly but I may need to
call if things appear to get 'stuck'.
I will post here of any issues that arrise as well as any praise that is due.

Re: Heading over to Plusnet from BT

MattyC — Tue, 30 Sep 2014 09:11:24 GMT

Welcome, BlackPearl
Your account switchover is looking very smooth at the moment. We're all set in for 07/10/2014.
Feel free to let me know if there are any problems.
Matty

Re: Heading over to Plusnet from BT

Nickb1969 — Wed, 01 Oct 2014 11:15:33 GMT

I hope it all goes well with the switch over and you don't have all the problems that I am having.

Re: Heading over to Plusnet from BT

BlackPearl — Wed, 01 Oct 2014 13:31:31 GMT

Yes things are progressing well at the moment, date set for switch and router order
processing for dispatch.
I have been most impressed with the SMS and e-mail updates and at present
just looking forward to a fibre service as good as the support I have received so far.
Well done Plusnet to date and I am still a customer.
I do like to post on good things were possible (as well as bad if needed) in order that
a balance can be kept on the forum - its all to easy to just post when things go wrong !

Re: Heading over to Plusnet from BT

louialive — Wed, 01 Oct 2014 15:03:54 GMT

Be aware that your transfer will be a 2 stage event, the line will transfer first and then about 6 days later the broadband. One potential problem is that BT cease your line rental and broadband on the same day before the transfer date.
Also the transfer of broadband on the supposed date of transfer could happen at any time during the day

Re: Heading over to Plusnet from BT

BlackPearl — Wed, 01 Oct 2014 15:34:29 GMT

The information I have is that the BROADBAND will transfer first (in my case on 7/10/2014)
with the line remaining in BT's control and once the broadband transfer is complete the
home phone line will be actioned around 2 weeks later.
In fact I don't even have a date for the phone line transfer in the control panel yet.
Where did you get the information it would be the other way round ? or have I mis-read something.

Re: Heading over to Plusnet from BT

MattyC — Wed, 01 Oct 2014 15:48:00 GMT

Quote from: BlackPearl
The information I have is that the BROADBAND will transfer first (in my case on 7/10/2014)

Just to clarify, this is correct. In rare extenuating circumstances it may be the other way round.
I have also replied to your ticket regarding your phone transfer here: 92373009
Matty

Re: Heading over to Plusnet from BT

BlackPearl — Wed, 01 Oct 2014 16:23:53 GMT

Thanks for clearing that up MattyC , I thought for a second I had got the wrong end of the stick so to say.
Thanks for the ticket response also much appreciated.
I will now wait with patience (hopefully) until next Tuesday and the fibre switch over event.

Re: Heading over to Plusnet from BT

Nickb1969 — Thu, 02 Oct 2014 08:42:54 GMT

All I can say is that you will not know until the day what will happen. I have been given lots of different information by Plusnet and none of it seems true. I was told the phone then 7 days later the BB. Then I discovered that the phone was being put off and doing a phone and BB together. We were without phone for a few days, but as yet still no BB nearly a week later.

Re: Heading over to Plusnet from BT

tijara33 — Thu, 02 Oct 2014 08:54:28 GMT

Quote
yet still no BB nearly a week later.

Don't be put off BlackPearl. The vast majority of transfers to PN are, like mine, completely seamless & stress free. Sadly, as in all things in life, on very RARE occasions, hiccups do occur. I'm sure that you'll be as happy with PN fibre as am I.

Re: Heading over to Plusnet from BT

Razorback — Thu, 02 Oct 2014 09:28:27 GMT

I would echo that. My fibre transfer from BT to Plusnet went perfectly. The telephone transfer 2 weeks later (due to OFCOM rules) also went smoothly. Can’t fault the service one bit. Was with Plusnet for 10 or so years before moving to BT (mistake!) and although they are not perfect (who is?) provide a good service at a reasonable price.

Re: Heading over to Plusnet from BT

MattyC — Thu, 02 Oct 2014 11:39:51 GMT

@Nickb1969 - I have addressed your account here: http://community.plus.net/forum/index.php/topic,132412.0.html

Re: Heading over to Plusnet from BT

BlackPearl — Tue, 07 Oct 2014 09:35:10 GMT

The transfer of my fibre broadband is now complete and I am now a fully fledged PlusNet user.
My BT infinity dropped some time before 4:30am according to my router logs but PlusNet
did not activate automatically. A quick phone call to support and my account was activated
and the router connected without issues.
Also had details of my home phone transfer activation date so again PlusNet is on the ball.
I am very happy with the whole process to date and I think PlusNet deserve a pat on the back
for the best customer support/experience I have had with ISP's to date.
It just shows how far BT have dropped the ball and I guess must be losing quite a few customers
this time round with the inflation busting price rise they are going for.

Re: Heading over to Plusnet from BT

LinnPlusnet — Tue, 07 Oct 2014 09:52:01 GMT

Hi BlackPearl,
Thanks for coming back and letting us know how it all went. Glad to hear the Fibre service has now been activated and that it's working well.
Any queries in the future don't hesitate to give us a shout!