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requested home move but address not yet updated

yellowyorangeca
Newbie
Posts: 2
Registered: 30-10-2013

requested home move but address not yet updated

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« on Today at 18:45 »
Hello,
I recently moved address a few weeks ago and requested the account (phone line and normal broadband to be upgraded to fibre) to be transferred to my new address but was told my phone line and the fibre broadband would not be activated (weeks later) until the line was activated and fibre installed yesterday (Tues 29th) - I have set up my existing router to the openrach modem but have not been able to get online.  All the lights on the modem are green (exc LAN2) and the lights on the router are solid green excluding the internet which is not illuminated and the broadband is flashing.
I tried calling plusnet yesterday but gave up after 20mins, I again called today convinced there was a broadband fault, got through to the broadband tech issues  dept, after half an hour spoke to Chris who said my old address and old broadband was still on my account and that it looked like my homemove had not been successful he then transferred me to the home move dept and as I entered the queue was warned it would be about 30 minutes - I went away to the kitchen for a matter of 2 minutes and came back and it sounded like I was cut off.
Can this be resolved soon - I really need the internet for my work and am currently hooking my mobile up to the laptop but this is slow and eating credit.
I posted this in the broadband forum but have had no help as yet.
Hopefully someone at plusnet can speed this up soon!
Thanks
4 REPLIES
pwatson
Rising Star
Posts: 2,468
Thanks: 8
Fixes: 1
Registered: 26-11-2012

Re: requested home move but address not yet updated

Plusnet staff don't monitor this forum outside of office hours and you posted the same query in Broadband & Routers an hour ago.
Expect this thread to be locked by a moderator shortly Smiley
Community Veteran
Posts: 38,307
Thanks: 972
Fixes: 57
Registered: 15-06-2007

Re: requested home move but address not yet updated

Other one locked as this is probably the correct place
Community Veteran
Posts: 6,332
Thanks: 478
Fixes: 43
Registered: 30-07-2007

Re: requested home move but address not yet updated

Quote
I have set up my existing router to the openrach modem but have not been able to get online.  All the lights on the modem are green (exc LAN2) and the lights on the router are solid green excluding the internet which is not illuminated and the broadband is flashing.
If the router is an ADSL version, then even if your Fibre service is live that won't work. You need a router with a WAN port (normally called a cable router). If you have the PlusNet TG582n router then it may be possible to reflash the firmware with the FTTC version which turns LAN port 4 into a WAN port. See here for available firmwares http://products.plus-payh.co.uk/firmware/
Plusnet Alumni (retired) orbrey
Plusnet Alumni (retired)
Posts: 10,540
Registered: 18-07-2007

Re: requested home move but address not yet updated

Hi yellowyorangecat,
Looks like your account was updated this morning so I'd hope everything's complete for you now? Please advise if not.