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Broadband Switchover / Activation Confusion

harrybarton
Hooked
Posts: 7
Registered: ‎24-07-2020

Broadband Switchover / Activation Confusion

Hello All, 

 

Basically I tried to move from Vodafone to Plusnet, midway through waiting for Plusnet to activate, they cancelled on me, I've got back in touch and they've said it's sorted, but now I just have a txt/email mentioning my phone line not the actual broadband connection.. should I be concerned?  

Here's the TLDR version....

 

1st July

I signed up with Vodafone and went live 

Waited the 10 days for speeds to settle etc but they were clearly throttling certain things which are important to me. Most obviously, iOS appstore downloads (I enrol iPads as part of my job and often do this at home because my connection is faster) so tracking the speed, 2mbps!  Also Xbox Live downloads were capping at around 5mbps.

 

11th July

Anyway, I was with Plusnet before, so decided to just go back.  Told Vodafone I was leaving, done.

Signed up with Plusnet and had an activation date of the 27th of July.

 

 

18th July

Vodafone email me saying - we're delighted you're staying with us!

Vodafone's explanation:

I've just spoken to the cancellations team and they've said that the disconnection has been cancelled as the request with your new provider has also been cancelled. Would you be able to speak with your new provider so you can ask them why this has been cancelled?

 

I then tried to contact Plusnet every day on Twitter and phone, with no response on Twitter and giving up after 30 mins on phone

 

 

21st July

Plusnet send an email asking for feedback stating:

Hello Harry
We’re sorry you’ve left, but we’d love to know why.

 

I also received a bill for £1.30 along with this?

 

 

23rd July

I persist on the phone and spend 1 hour 5 minutes waiting

Get through, to be told they can re-submit the order sometimes they get seperated?

It wasn't 100% what they mean.  

 

 

24th July

I receive a text and email stating my phone service will be live with Plusnet on the 6th of August (not 27th July as planned)

Home Phone - Transfer date confirmation

Dear Mr Barton,
Account username: *****
Your request to transfer ********** to Plusnet is due to happen on 6/8/2020.
You can cancel this order any time up to 4pm on the working day before the transfer happens.
Cancelling your phone transfer won't cancel your other Plusnet services - e.g. broadband.

 

 

But.. it doesn't specifically mention broadband.. so.. do I need to get back in touch and wait another hour?

This has been a nightmare so far as I think Vodafone will try to play me and say I'm past the 14 day cooling off period now, which is no fault of my own.. but doesn't seem to be theirs either.. it's Plusnet's!

 

6 REPLIES 6
harrybarton
Hooked
Posts: 7
Registered: ‎24-07-2020

Re: Broadband Switchover / Activation Confusion

Ok, another avenue of plusnet support that’s a dead end, it seems!
MatthewWheeler
Plusnet Help Team
Plusnet Help Team
Posts: 8,152
Thanks: 1,007
Fixes: 405
Registered: ‎01-01-2012

Re: Broadband Switchover / Activation Confusion

Thanks for your post @harrybarton and apologies for the delayed response

Unfortunately, the orders that were originally placed failed due to an error on our supplier's systems and as a result, we had to replace them.

I can confirm that both phone and broadband are transferring over on the same day. 

If this post resolved your issue please click the 'This fixed my problem' button
 Matthew Wheeler
 Plusnet Help Team
harrybarton
Hooked
Posts: 7
Registered: ‎24-07-2020

Re: Broadband Switchover / Activation Confusion

That’s excellent thank you for the reassurance!
harrybarton
Hooked
Posts: 7
Registered: ‎24-07-2020

Re: Broadband Switchover / Activation Confusion

So it’s the 6th and my router never got sent
My phone is live but my internet is now dead

I used a router I have spare with the ppoe details and it won’t connect

Brilliant

Has something gone wrong with my order again?
harrybarton
Hooked
Posts: 7
Registered: ‎24-07-2020

Re: Broadband Switchover / Activation Confusion

harrybarton
Hooked
Posts: 7
Registered: ‎24-07-2020

Re: Broadband Switchover / Activation Confusion

Phone support have fixed it

i have to use my own router though as the plusnet one ever arrived