told by Plusnet sales that I can't have PN full fibre, only EE full fibre - WHAT IS GOING ON?

[#1]

I received an email from PN this morning because my ADSL+PN phone contract will end in 30 days. It offers an upgrade to a variety of Plusnet Full fibre products.

I rang Plusnet on 0330 1239 123 to inquire about making the switch to the PN Full fibre 135 product after first checking on both the Openreach and Plusnet postcode checker pages that a) I have full fibre at my address and b) Plusnet can offer me the 135 package. Both came up positive.

The Openreach site at

https://www.openreach.com/fibre-checker/my-products

said 'Available now' and a 'Register interest' button.

The Plusnet page for my property said

10 fantastic deals available for you

This result represents the fastest speed available at the address you provided:xxxxxxxxx

and listed 5 Full fibre products to choose from.

The conversation I had with the person at Plusnet was rather different. He said that he would have to 'Move me over to EE' and that no Plusnet Full Fibre packages were available at my address - directly contradicting both the Openreach and Plusnet websites.

EE is no use ot me, I have a Plusnet-hosted domain and a static IP, which I need to keep.

Have I been told the truth about this EE-only option?

How do I discover using an independent resource what the truth is?

[#2]

@disfroot If Full fibre is available from EE then its available from Plusnet.

The only difference is that Plusnet are not offering a digital voice service to replace your landline. So if you wish to retain your landline service, then yes, EE is the option (although not the only one!).

If you don't need a phone service, or are willing to procure a separate voip service, then Plusnet should be able to upgrade your account to Full fibre, retaining your existing domain and static IP.

Try calling in again via the PlusNet Customer Options Team on 0800 013 2632 and select the thinking of leaving option. You might get more sense...

[#3]

@disfroot 

Believe the website - if it says you can get Full Fibre then you can place an order with PN.

I assume you're aware you'll lose your phone line but your static IP address and PN hosted domain will (should) be unaffected.

Brian

[#4]

@disfroot What does: https://www.broadbandchecker.btwholesale.com/#/ADSL say?

If you can get EE products, you can get PN ones.

[#5]

We are sorry but the checker is unavailable at the moment. Please try again later.

[#6]

Strange - works for me.

[#7]

Its a bit iffy when I try it. Sometimes the address checker will accept the postcode and give a list of addresses, sometimes it won't! Even when it does give a list , it wont select an address!

[#8]

Not that I need to use it anymore I found like @MisterW  intermittent issues with the availability checker not working as he describes.

Seeing that @disfroot has been informed he can get Full Fibre isn't the availability checker not working a diversion from the question asked ?

[#9]

The sales guy on 0330 said something about Plusnet having to pay to have the road dug up, but EE wouldn't - it made no sense.

I'll try the 0800 013 2632 later when I'm less angry.

I was going to move my landline to A&A - I started that port in, but stopped when it said it would also terminate my ADSL broadband! Then I get an email from Plusnet with subject 'Switching from Plusnet' and an email from A&A with subject 'Email validation code: XXXXX even though I never clicked on the consent or continue - I just closed the page.

Train-wreck from the get-go, it seems.

[#10]

It's intermittent.

Our records show the following FTTP network service information for these premises:-Single Dwelling Unit Residential OH Feed with no anticipated issues.

FTTP is available and a new ONT may be ordered.

As a fibre priority exchange, FTTP has priority over other products if available at the address

As a WLR withdrawal exchange, product restrictions apply

SOADSL is not restricted at the exchange

For all ADSL and WBC Fibre to the Cabinet (VDSL or G.fast) services, the stable line rate will be determined during the first 10 days of service usage.

For all SOADSL services,the stable line rate will be determined during the first 10 days of service usage.

This site is in an FTTP priority area where FTTP is available but exceptionally SOGEA will also show as available to order but only at Non-Standard Premises (NSP) such as Hot site, Uninhabitable and Temporary locations. Migrations of WLR Solus (voice-only lines) is also allowed but only for SOGEA 0.5Mbps bandwidths. SOGEA 40/10 bandwidths order is also allowed.

Actual speeds experienced by end users and quoted by CPs will be lower due to a number of factors within and external to BT's network, Communication Providers' networks and within customer premises.

If you decide to place an order for a WBC fibre product, an appointment may be required for an engineer to visit the end user's premises to supply the service

In order to be eligible for handback, downstream speed should be less than Downstream Handback Threshold values.

ADSL, ADSL2+ and SOADSL availability: If shown at FTTP or SOGEA premises,ADSL, ADSL2+ and SOADSL are not available to order due to WLR Withdrawal stop sell rules. CPs should order FTTP or SOGEA. Copper products are only available by exception.

Thank you for your interest

[#11]

The sales guy on 0330 said something about Plusnet having to pay to have the road dug up, but EE wouldn't - it made no sense.

Complete and utter rubbish! The problem is AIUI that sales is a common dept for the whole BT Group. I would guess that they earn more commission from an EE sale than a PN one! 

I was going to move my landline to A&A - I started that port in, but stopped when it said it would also terminate my ADSL broadband! Then I get an email from Plusnet with subject 'Switching from Plusnet' and an email from A&A with subject 'Email validation code: XXXXX even though I never clicked on the consent or continue - I just closed the page.#

You need to wait until any move to Full fibre is complete ( and you've received confirmation that the change is complete ) BEFORE porting the landline to A & A.

If I were you I'd call A & A pronto and check that no port is in progess and then call PN COTS , double check with them that no port is in progress and then discuss changing to Full fibre. By all means set up an account with A & A, you could even get a temporary number to test any equipment. Then when FF is installed, request the port of your old number and cancel the temporary one

edit: and that availability check , clearly says WBC FTTP is available and so Plusnet are able to supply it! In fact , as a fibre priority exchange , Full fibre is the ONLY product available for new orders.

[#12]

@disfroot 

The Checker also says that there are no anticipated problems with the install so no digging expected.

As stated, confirm with A&A that no number port is in progress and the place your order with PN. Quite frankly, I see no need for you to speak to PN again - just use the website.

Brian

[#13]

I rang the 0800 587 1943 number and successfully ordered Full Fibre 145 and I have an engineer date. I asked the PN lady in Sheffield doing the upgrade whether there was a 'port in progress' and she said nothing was showing on the system. I have emailed A&A sales to tell them to stop any in-progress activity, but, as I said, I never completed the box-filling on their port in page and never ticked the  'I have authority...' box or clicked on Continue to go past that page.

Thanks to all who replied for all the good advice, and the person on 0330 1239 123 who told me nonsense about EE was called Craig - he needs a re-train.

[#14]

@disfroot 

The date you've been given will be a provisional date - you should get a confirmed date in a day or two once OR check their systems for any potential delay eg due to engineer availability.

Brian

[#15]

@bmc

Good to know, thanks again.