An error has occurred You can't change your products for the moment, you already have a product chan

[#1]

Hi,

"We" signed up for a new 24 month FULL FIBRE 300 contract on Monday (upgraded from the soon to expire Unlimited Fibre and landline package) and had the new contract package details emails, and part of the sign up pages said:

"You requested an engineer for this date. We'll confirm this date within a couple of days. Thurs 24th July at 1pm - 5pm".

Does that mean it should have been within a couple of days of ordering Full Fibre (Monday 14th), or a couple of days before the appointment?

When we log into the Plusnet account it still shows the old package. She's just had sign up / new package confirmation emails but nothing else.

An error has occurred
You can't change your products for the moment, you already have a product change in progress.

When will this appointment date confirmation come and when will the Plusnet package on the account change please? Full background details in this thread thanks:

https://community.plus.net/t5/My-Account-Billing/Plusnet-package-ends-22nd-July-how-to-end-it-and-le...

[#2]

I know even though the new upgrade to Full Fibre 300 order isn't in my name, but could someone at least have a look to see what's happening please? Need to know how things are progressing. Could you please help @Gandalf 

My girflriends sister is a very busy person and at work, and doesn't want getting bogged down in setting up this new FULL FIBRE 300 package and installation, hence letting me and her sister sort all this out. I have her permission to liase etc with you.

Thanks

[#3]

@andyt1970 

What you describe is a common occurance. However, in this case it may actually be true - you have a product chance in progress.

If you login to your PN Members page are there any open questions. You can use this to check

https://www.plus.net/member-centre/login?p=search&view_by=30days

Brian

[#4]

@andyt1970  The information you have been given is exactly what happens with an account upgrade, you have a product change in progress, it isn't really an error. As for confirming the appointment date Plusnet will be waiting for Openreach to supply a date depending on engineer availability. It may not be your requested date and I don't think Plusnet are able to chase them to enquire about it.

The new Full Fibre product will not show in the account until it is installed and you receive  the email saying "Your product change is now complete".

Don't want scare you but my recent upgrade was a nightmare, ordered on the 26th March, a blocked underground duct was found on the engineer visit on the 9th April which Openreach did not repair until the 1st of July, having missed dates when dig permission was granted but nobody showed up. At least you shouldn't have that problem with an overhead feed.😁

My Full Fibre was installed on the 4th of July but the speed was very low, the order had not completed in BT wholesale systems, finally sorted and working properly on the 11th of July.🙄

You are asking Plusnet to let you know how things are progressing, there isn't much they can tell you until they get a confirmed date from Openreach. Have you looked at the questions on your account for the ordering details as suggested by @bmc ?

[#5]

Just says that an error has occurred message, then "Good Evening xxxx" message with username, email, address then manage account details link to click on

[#6]

When I click your link there are no open questions and then that 'an error has occurred message'

[#7]

@andyt1970 

If you've not had an e-mail from PN confirming the install date then I suggest you need to give then a phone. Check your Spam filter just in case.

A staff member may pick up on this but you never know.

Brian

[#8]

@andyt1970  There must be something showing but they may not be open questions.

Try this link after logging into the account ..... https://www.plus.net/wizard/?p=search 

[#9]

@RealAleMadrid 

You, like I was, are behind the times. PN have actually done something sensible.

If you click on the link while not signed in it will take you to the login page.

Apart from that, a better link than I one I gave. Now saved for future use. Thanks.

Brian

[#10]

Thank you all again, especially RealAleMadrid! 

That link took us to a page with 15 comments / questions on, which we were totally unaware of, hence asking on here! (by the way when you read each one it says they were also emailed - but we never got them )

Anyway, the most important one was this:

Service Notification
11:29pm, Monday 14 Jul 2025

The customer was mailed the following message to address(es) (xxxxxxxxxxxx@xxxxx.co.uk):

Subject: Your broadband activation date

Hello ****

Account username: **********

We're emailing you to update you on your broadband order.

The engineer appointment to activate your broadband service is confirmed for 24/07/2025. The engineer should arrive between 13:00 - 18:00.

Please ensure you are available to provide access for the engineer to carry out the work.

If access cannot be provided, you may be liable to a charge of £65 and the appointment will need to be rebooked.

If you've ordered a Plusnet router, this will arrive before your activation date. Please refer to the guide inside the box for setup instructions.

To stay up to date you can always track your order online (https://www.plus.net/help/broadband/track-my-order/).

For help setting up your new Hub Two for your service, simply check out our handy Full Fibre guide.(https://www.plus.net/help/broadband/router-setup-guides/hub-two/full-fibre/)

What to expect on the day of your appointment
---------------------------------------------

Your engineer will call or text you beforehand to check you're in, see if there's anything they need to know about your address (like access or parking) and tell you roughly when they'll be there (within the agreed timeslot).

When they arrive they'll talk you through what they'll be doing. With Full Fibre broadband a new cable will need to be drilled through your wall into your property and an Optical Network Termination (ONT) device will need to be installed close to a power outlet. The engineer will discuss this with you and agree a suitable location based on your property & personal preferences.

When they're finished, they'll check everything is up and running as it should be, confirm this with you and then they'll clean up any mess they've made before they go.

We'll be in touch again soon,

Best wishes,

The Plusnet Team
https://www.plus.net

.  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .

Fingers crossed it's an accommodating Openreach engineer.

Thanks again and roll on Thursday afternoon!

[#11]

(by the way when you read each one it says they were also emailed - but we never got them

@andyt1970 have you checked that they didn't go to a Spam box ?

Do you normally receive billing notifications ok to that address ?

[#12]

@andyt1970 

Good to hear one problem has been sorted. Now it's just a waiting game.

When the engineer talks to you about where to install I would go with the following (from your other thread).

First, the left hand wall of the Pantry. I know you don't think it's suitable due to the condition of the walls but I would at least talk to them to see what they say.

Secondly, beside the box room door. Less of a cable run - both for the engineer and your self afterwards.

Lastly, your original choice. Here I'm sure you'll need to empty the wardrobe but there should be time with the external work required.

Just ensure you have a power extension available if required. Power sockets can be sorted afterwards if required. Ask for an internal CSP box - plead the state of the external walls which will require fixing in due course. If they agree, try and ensure there is a loop left in the external cable (of the type seen when bringing down cable from a height - it always goes below the desired location to allow for water run off). This would allow  you to unpin the cable to allow access when you get the pointing sorted.

Look forward to hearing how it went.

Brian

[#13]

Will we be getting a new Plusnet 2 router (even though my girflriends sister already has one for her current  "Unlimited Fibre Extra and line rental" package?

Is there any kind of tracker we can use?

Thanks.

[#14]

Will we be getting a new Plusnet 2 router

The existing one will work fine. Disconnect the DSL cable and connect an ethernet cable from the WAN (red) port to the ONT, job done!

[#15]

@andyt1970 

Did you ask for one?

I think you can check My Order on your Members page to see if one's ordered.

If you have you'll receive an email when it's dispatched (a few days before completion) which will contain a Royal Mail tracking number.

Brian