Moving phone but not to EE

[#1]

Cheers @pint  - I enjoyed your cheque story!  What a crazy world...

I finally made my decision and have just placed an order to switch to Zen for BB and VoIP later this month.  The new router will be compatible with my current DECT handsets and Zen will port my existing number with One Touch Switch.

I'm expecting some, hopefully brief, outages for internet and phone during the switchover but can live with that.

The price I'm being offered by Zen is almost identical to my current PN package for FTTC plus phoneline.  The exit fees are also less than I had feared, so it was a fairly easy decision in the end.

Will update as things tick along - the switch is booked for about 3 weeks time.

Had PN offered me VoIP I would have stayed put but didn't want to swap great customer service with PN for, err, posting cheques for £0.00 to EE! 

Many thanks for all the advice on this forum, it's been very helpful.

[#2]

Thank you everyone for your help, opinions and advice.

It looks like I'll be moving to Zen once my contract expires (in July). I've been really happy with PN and their friendly and helpful customer support, and it's a real shame that they cannot support/supply VOIP going forwards. I assume this is a corporate decision from above, as there is no real technical reason why they cannot do it.

As I said initially, I can't bring myself to move to EE, even though it's the lazy option. Anyone who has used them in the past will know why. On top of that they are the only telco that have an even less reliable website than Vodafone, which is quite an achievement. This is message that EE showed me every time I wanted to manage my account online. I gather it's been like this for years:

Thanks again, I'm just disappointed that PN are losing a customer for no good reason.

[#3]

I had my switch to Zen today. The City fibre installers were efficient, asked me where I wanted the box to go, and done within the hour. They set up the router so it worked for internet.

I also asked them about connecting digital phone, and they didn't cable that up right - they put the cable from the FON port on the back of the router to an input on the box on the wall. Having looked up various bits and pieces on the Zen website, I removed that connection, and used the connector in the Fritzbox box to make the old cable from my phone connect up to the FON port. It all worked immediately. 

[#4]

Further update for anyone interested in the switch process to Zen: yesterday evening I received what was a line test call from Zen. My phone rang with single rings, not double rings like you usually get. On being answered, there was a recorded message saying it was a line test call, with an intermittent tone (a bit like the engaged tone). If memory serves right, it was a Rochdale exchange number which rang.

I also got an email yesterday evening from Zen confirming that the fibre service was active. Then another email today, confirming that the Digital voice service was up and running. (Although in reality, it all worked immediately). Can't fault their communications so far.

[#5]

Further updates for anyone going through the process:

• SMS from Plusnet 2 days after the switch to say I could see my final bill online 20 days after leaving, with a link to the site
• SMS from Plusnet 5 days afterthe switch to say they hope I might be able to help by returning the router, with a link for details on how to get the free returns label.

All seems to be going well - the only unexpected thing was that incoming calls on the 'landline' now only have a single ring, not a double ring. 

[#6]

I shouldn't worry about the 'single ring', @Yorkie6 - I suspect it is an attribute of the VOIP service, mine is  exactly the same.

[#7]

Thanks @Yorkie6 I'm a few weeks behind you but had a very similar experience switching from Plusnet to Zen this week.

On the day of the switch my Plusnet router went dead when the broadband service ended.  I then swapped it for the new Fritzbox router that Zen had sent out.  After a brief wait the new broadband service connected and I was back online within a few minutes.  The only thing I had to do was update WiFi connected devices with the new access details.

I also plugged in my Dect phone handset to the new router using the short converter cable enclosed in the box.  The new digital line was live immediately and I was able to make VoIP calls straightaway.

However incoming calls to my landline were still being carried on the copper line so I left a wired handset attached for this purpose.  After two days of this 'double line' I had an email from Zen confirming that the phoneline switch had taken place.  Sure enough, the copper landline was dead and I was able to make and receive calls on the VoIP line via my Dect handset.

My phone number was retained throughout and I had no loss of service other than a few minutes.  So, a really smooth and hassle free experience, which was a relief.

My Plusnet account is now closed.  I'll send back the router when I get a return label.  Just waiting for the final bill now and will be done.

TBH I was a bit apprehensive about the whole switchover in terms of losing connection for periods of time; losing my landline number or having to buy new kit.  But things have gone very well and the One Touch Switch process has been flawless from my end.

[#8]

@Biglamb PN  will not send a returns label, but see here: https://www.plus.net/help/broadband/returns/ for full help.

[#9]

@Biglamb 

Too late now, but you could have changed the Zen router to use your old WiFi credentials. One change as opposed to all devices.

Brian

[#10]

Thanks @jab1 - will follow that up and send the router back.

Good tip @bmc - should have thought of that, but it was no great hardship!