Plusnet change to EE ?

[#1]

Not everything is always better elsewhere. I'd been with PN for ages, latterly fibre, no landline phone needed and no email migration. The Hub 2 might be behind the latest but was without issue, and PN were always contactable by phone. Over time there may have been the odd PN DNS issue or some brief OR fibre issues.

But this time PN renewal offers couldn't match EE new customer 900 offers and EE comes with a newer WIFI 7 hub and EE supports IPv6 - so switched instead. The one touch switch process was streamlined.  But...

The WiFi 7 hub seems to have issues - devices take longer to connect to internet on switch on, LAN device discovery seems slow, WiFi settings seem to turn themselves back on.

The hub has WPA3 as default but does have a compatible option for any older devices that may not connect - but others are mentioning issues with some devices disconnecting.

For those moving over due to keeping the landline then it's worth thinking about what renewal options might be available when the current contract duration expires - IIRC the DV is normally a £5 extra for example.

[#2]

I had the same experience as @Lin49. The guy at Customer Retention said either PN or EE is a NEW 24 month contract, no other offers were given to me.

I took the PN option, but 2 days later I used my cooling off option. I got through to a different person and now I can just ride out my contract without moving to EE or renewing with PN. Meanwhile I've found a cheaper 5G data only SIM monthly deal which will work with my modem. I can now wait for Open Reach to do their work in my street.

[#3]

Are you saying that plusnet wanting to switch you to EE would have been a new 24 month contract??   The email i recently got about my broadband/phoneline service ending says there would be no change to my price, speed and contract length if they move me over to EE. - my plusnet contract ends in Sept for me.    plusnets retention "deals" are terrible.   New customers can get a 300GB connection speed for less than the 70GB they are offering to stay lol

[#4]

There seems to be a lot of confusion over the Digital Voice migration routes to EE.

Having looked at this for both my parents or mother-in-law, my reading is that there are two routes.

1. Use the link provided via the email to opt for a new contract with EE at a slightly discounted price (via a discount code). The email doesn't make it clear you will be signing up to a new contract if you do that, but it is very clear once you land on EE's website that is what is being offered.

2. Do nothing and let Plusnet transfer you in their own time (which seems to be roughly a six month process from the first email) which will keep your existing contract pricing and end date unchanged.

@Leanne_T can you confirm if this is correct? What is still not clear to me is whether route 1 results in any Plusnet early termination charges being waived. Would be really helpful to have a clear answer to that.

[#5]

Hi @marks7389 

As @Leanne_T has mentioned above, all of the information can be found on our help page Move to EE. 

Your contract status and term won’t change when your account is moved over to EE, so if you're only seeing an option for a new contract, my advice would be to call us directly so the team can double check everything for you.

Linzi 

[#6]

The emails being sent to those with a phone line are a source of confusion.

Those who need a home phone are encouraged to "Find Out More" which takes the customer to a page that says "Don’t wait until 2027. Let’s help you get sorted ahead of the digital switch-over." and comes with a series of steps for signing up to a new contract.

https://www.plus.net/member-centre/digital-voice?utm_campaign=C556EM_Bulk_Awareness_Dissenters&utm_c...

This shows regardless of whether the customer is still in contract or not. It is not clear from that page that customers still in contract and who want to keep a landline should wait to be switched on their current contract terms.

Experience in this thread suggests that people are only being offered new contracts even if they call. In addition, even if someone is willing to / wants a new contract with EE, it's unclear whether an early termination charge would apply in this case (unless someone can clearly confirm that is not the case, I'm going to assume it would).

My fear is there is a very real risk of misselling here with people being mislead into taking new contracts when they don't need to and may not want to.

[#7]

The saga continues ...

Despite a conversation with PN about three weeks ago where we left it that I would stay with PN until September when my contracted ends, yesterday I received an email welcoming me to EE in mid-July.

Today's conversation with two departments ended with PN giving me two choices;

1. Disconnect the landline, stay with PN and enter a NEW 24 month contract, with the possibility of 12 or 18 months being an option but the colleague was not 100% sure. 

2. Move to EE in July, with landline still working, and then go through the cancellation process with EE. Last PN bill would be applied two days before going to EE so I'd have to wait a month for the pro-rata refund from PN.

I was told that they cannot make any variation for me because it's an automated process and they have such a huge number of customers to migrate before December. 

I have now spoken to PN on three occasions and been given three different stories.

[#8]

@marks7389 "In addition, even if someone is willing to / wants a new contract with EE, it's unclear whether an early termination charge would apply in this case (unless someone can clearly confirm that is not the case, I'm going to assume it would)."

I've migrated several dozen Plusnet customers to EE in the last year, for the purpose of retaining landline, and none of them have had ETC's applied whilst still in contract.

For those affected, when you log in to My Account and it says something like "Get ready for digital voice" on a pink banner, it gives you a discount code with a link to the EE website - it's somewhere during that process in the small print.

[#9]

Yesterday evening I received a two part email from EE. In a month I am being transferred to EE. One email told me about the wonders of EE and the other about my new account and when the DD will start.

Today I phoned PN and to summarise I have no choice. The computer says NO. So even after being told by a PN employee I could just stay until the end of my contract it turns out it isn't to be. Every time I called PN I got told a different story. 

Later today I phoned EE. I can at least leave without a penalty as far as the person on the other end of the call could establish. 

I doubt very much that anyone in a position of authority ever reads this forum, but just in case, I DON'T WANT YOUR PRODUCT ANY MORE. I WANT TO LEAVE AT THE END OF MY CONTRACT. I DON'T WANT TO BE TRANSFERRED TO ANOTHER ISP EITHER.

Sorry for shouting, but I am fed-up and it's also too hot here as well. 

[#10]

I get the feeling that the 'agents'/'guides' you poor people have to put up with haven't a clue - even though they should have scripts and been at least partly trained to help.

when does your contract end @Origami ?

[#11]

My contract ends on 5th September. I tried to tell PN of the futility of moving to EE mid-July for me to leave almost immediately. The other thing that troubles me a bit is that given that I have never agreed to move to EE how can EE register a direct debit with my bank? 

I spent an enjoyable afternoon finding the best spot for my 5G capable router. It's a cheaper monthly tariff and faster than FTTC.

[#12]

I'm so glad I moved in 2021, I had a feeling, even back then, that this fiasco was going to happen, and I wanted no part of it.

[#13]

This is what I want to know too how can they automatically transfer over your direct debit without your consent?  PN said they would defer mine until September when my contract is up but I’m still getting emails about the transfer happening soon.

[#14]

@mike600

Ah yes. Didn't see it before, but it's further down the page I linked above.

"Please don’t worry if you receive any notifications about cancellation costs. Rest assured you won’t need to pay any early termination fees."

That's something at least.

[#15]

@Lin49

It ultimately depends on the contract you signed up to. You could make it clear you don't want your service to be moved, return the new router and cancel the EE direct debit but if your contract gives PN the option to move your service to another provider under the same terms and end date I wouldn't bet on winning that argument without justification that it disadvantages you in some way.

What I find really strange is that there is no option offered to see out a remaining contract on PN, accepting the loss of the phone line which as they point out many people no longer use. It does feel a little as they treating this as an opportunity to lock people into a new contract where they can.