Speed / Contract issue any advice?

[#1]

I’m a bit stuck on what to do.

After the email about EE, I called Plusnet and agreed a new broadband-only contract (no phone line). It updated a few days later (7th), but at the same time my speed dropped from around 47–50 Mbps to 37 Mbps.

I then contacted support, who said there were no issues and that 37 Mbps was the speed I should expect. Because of that, I signed up with EE within my 14-day cooling-off period (they offered 45 min. Unfortunately, Openreach didn’t turn up so now have 3 days left of the Plusnet cooling off period, so cancelled EE and called to close my Plusnet broadband so I didn’t get stuck on 37 for 2 years.

I’m not really sure what to do now, especially as the Plusnet website now says my guaranteed minimum speed is 44.6 Mbps. Just so weird, been with plusnet since the aol days.

[#2]

@Cutterschoice Why would you need Openreach to turn up if you were merely moving from PN  FTTC  to EE FTTC - all you needed was the EE router instead of the PN one.

If you have also cancelled the PN  service, you will have no connection at all when they complete the cancellation.

[#3]

This is pretty much where I’m at, so EE sent me a message saying an engineer would sort the change over last Friday and Plusnet would stop working plug the EE one in job done.

I cancelled EE and plusnet purely because plusnet said the 37 speed was correct now, and the 14 day cooling off period with plusnet was going to end on the 21st, I couldn’t sort EE by then and got worried I’d be stuck in a contract for 2 years on 37. I know 37 to the 45-50 I got a couple of weeks ago isn’t much but was to me.

[#4]

I would love to know what the engineer was supposed to do - a change from PN to EE merely means swapping routers, and an engineer wouldn't be sent out for that. Something is missing from this, but I don't know what.

[#5]

Now I think about it, does seem weird I assumed they would swap something at the exchange that part I’m clueless. If not then what ever happened Friday didn’t work, then got a text after I asked what happened on the phone saying they’ll sort it within 8 working days which would exceed the cool off period for PN.

[#6]

Was the message about the engineer by text or email, do you still have it?

[#7]

Nothing written, was actually a customer service rep that said they would contact them to chase what happened, then a text saying sorry for the delay we’re working on getting you up and running and will be in touch within 8 working days.

[#8]

In that case, I'm very sorry, but I can help no further. It sounds very much like you have fallen into what I am now going to call the 'switch black hole' created by BT/PN/EE, who between them seem to delight in making a complete mess of this situation.

Unfortunately, you are no the first this has happened to, and I very much doubt you will be the last.

[#9]

@Cutterschoice what does the router broadband stats page say for current speed and max speed?

[#10]

Thank you @jab1 was nice to just talk about the situation, had a similar issue maybe 8 years ago when I moved to the house. Wish I just let it roll over to EE now.

@cpc6128 I don’t use the Plusnet stuff, however current speed with WiFi switched off and wired connection is 36.4Mbps/9.28Mbps was getting around 48/11 give or take just before the contract change with PN on the 7th.

Think I’m just going to have to take this one, give it a few days and sign back up to EE and see what the speed is like, want to stay with Plusnet but maybe in 2 years can come back.