Delaying switch to new provider while still in contract

[#1]

Hi all,

Just looking for advice before ringing Plusnet (hate phoning people!). I have a contract with plusnet till July but have arranged to go with another provider (Plusnet don't offer fibre unfortunately) which starts on Tuesday. However, I only just realised having fibre installed is more involved than I thought it would be (I just assumed it would be replacing the old BT socket with an upgraded one and replacing cables, not adding a big box etc). Have contacted my landlord but they are slow in replying to me.

Anyway, if I ask the new provider to delay when they are due to install the new hardware, will Plusnet be able to delay the switchover date as well? Especially given I will still be in contract through any potential delay? Just worrying about being without internet for a period of time. Any advice or thoughts would be appreciated. Thanks

[#2]

@nursemorph273 

Anyway, if I ask the new provider to delay when they are due to install the new hardware, will Plusnet be able to delay the switchover date as well?

Have you used the OTS (One-touch-switching) process to make the transfer ?

If so, then if the install is delayed with the new provider, the OTS SHOULD automatically notify Plusnet.

Plusnet don't offer fibre unfortunately

I'm assuming that means that the new supplier is an Altnet i.e not using the Openreach Fibre network ? 

[#3]

Hi misterW.

Thank you for the reply. Yes, the new provider is an altnet...Vodaphone is the provider, CityFibre installed the lines up to the flat. Wanted to stay with plusnet as been with them for 19 years and happy with the service but there's no hint of them providing Fibre in my area and a fibre line 12 times quicker than my line now is £3.50 a month cheaper!

I used OTS, yes as, before I even finished the order, I got an email from Plusnet about the switch. Good to know that it will do it automatically and that is a bit of a relief.

I thought the whole process was going to be stress free but it's my fault for not investigating things properly first and just assuming lol.

Thank you again for the reply and help, much appreciated

[#4 · Accepted solution]

Good to know that it will do it automatically and that is a bit of a relief.

It SHOULD do it automatically!. Once you've delayed the install with the new provider, you SHOULD get notification from PLusnet of the new switch date. If you dont get any notification then I'd suggest calling customer services to check that they have received the new date from the OTS system.

[#5]

Moderator's note:
Thread moved from Broadband to My Account/Billing

[#6]

As typical of my luck in general, it seems that it hasn't done it automatically 😂  I'm guessing it's because Vodafone manually changed the installation date (which is not done by themselves), though it could just be a delayed thing. I'll give it till tomorrow then give CS a ring.

[#7]

@nursemorph273 

As you are moving from Plusnet to an Altnet, the stress free way would have been to simply sign up to the Altnet without cancelling the Plusnet FTTC service. Once you had the Altnet FTTP up and running you could then have cancelled the Plusnet contract. As you  need to give Plusnet a months notice, the difference in cost would have just been the difference between one month in contract and one month at the ETC rate.

[#8]

I didn't even consider doing that, especially giving signing up to the new one automatically started the Plusnet leaving. Price-wise it is fine as the new provider, apparently, will cover all my contract buyout costs.

[#9]

Just an update, after speaking to customer service, in case it helps someone with the same question in future:

If a change has been made through the One Touch Switching (OTS), changing the switchover date doesn't generate a new email from plsunet to confirm it or anything. When the new provider starts the service, then they will let Plusnet know so that Plusnet can then cease the service from their side. Plusnet do have the updated change date in their records but, if it still doesn't happen on that date (delayed again for whatever reason), then it won't result in a disconnect. 

Of course, no clue how it works if someone is out of contract as I am still under contract till July.

Just as a final message:

Thank you to everyone in this community who has helped me over the past 10 years when I have needed assistance (luckily hasn't been very often). This is such an excellent and helpful community. Shame to be leaving Plusnet but they don't offer fibre in my area..may return in future if they do start providing it. Wish the best for everyone here

[#10]

@nursemorph273 

If a change has been made through the One Touch Switching (OTS), changing the switchover date doesn't generate a new email from plsunet to confirm it or anything. When the new provider starts the service, then they will let Plusnet know so that Plusnet can then cease the service from their side. Plusnet do have the updated change date in their records but, if it still doesn't happen on that date (delayed again for whatever reason), then it won't result in a disconnect. 

That's useful information, thanks.

Of course, no clue how it works if someone is out of contract as I am still under contract till July.

It shouldn't make any difference, other than, if out of contract, then ETC's wouldn't appear on the final bill.