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Broadband and Phone line Switch from Sky to Plusnet ongoing since August

FIXED
Leemack
Interested
Posts: 2
Fixes: 1
Registered: ‎26-10-2020

Broadband and Phone line Switch from Sky to Plusnet ongoing since August

Good morning.

Following an order placed by my wife to switch from Sky phone and broadband to Plusnet back in late August, it appears today that we are still using Sky broadband services despite being told we were going live with Plusnet on Friday 23rd October.

in a nutshell, somehow broadband came over from Sky to Plusnet without the phone line to carry it and we have been in limbo ever since. Numerous discussions with Plusnet and Sky support led us to discover that Plusnet had placed an order to takeover our telephone line and broadband on 24th September, the broadband completed but on 29th September Plusnet for reasons unknown cancelled our telephone order. This led to Sky disconnecting our broadband on Thursday 8th October but our phone line remained active with Sky. Upshot of this no broadband service for 2 and a half weeks.

Fast forward to Friday 23rd October and our planned go live date with Plusnet and our phone line was cut off. Presumably Sky finally did this. Discussions with [CSA Removed] in Provisioning Department leading up to this date reassured us that Plusnet now had our phone line and broadband. 

So Open Reach get involved on Sunday 25th October to repair our phone line and we then we tried to authenticate and synchronise our Plusnet router to the phone line. This was unsuccessful.

This is where it gets weird as speaking to the Open Reach engineer who repaired our phone line, he suggests that our Plusnet router is faulty. So I decided to try my old Sky router (fortunately not sent back yet) and it synchronises and works perfectly! Broadband restored!

But who is providing my broadband and phone now? Plusnet can’t figure that out as Sky routers definitely don’t work with Plusnet broadband I was told by support.

So as of this morning I have a Sky router providing me broadband for a Sky account which is cancelled and which Sky disconnected the broadband for on Thursday 8th October. I am apparently live with Plusnet but their own equipment won’t synchronise my broadband.

Could it be that I am still patched into the Sky DSLAM at the cabinet, when I should have been moved to the BT wholesale one which Plusnet uses?

Following a discussion with Plusnet tech support, an Open Reach BROADBAND engineer has now been tasked to investigate this puzzle, so I should have an update in 48 hours.

I am just reaching out to the community to see if anyone can provide any further information around this issue.

As of this moment in time, it would appear I am well and truly in limbo (although I do have BB and phone line), just no idea who with, and I am sure Plusnet and Sky are not sure either.

Moderator's note by Dick (Strat): CSA name(s) removed (to an area staff can see) as per Forum rules.

1 REPLY 1
Leemack
Interested
Posts: 2
Fixes: 1
Registered: ‎26-10-2020

Re: Broadband and Phone line Switch from Sky to Plusnet ongoing since August

Fix

Openreach engineer resolved today. 17 days without broadband. Now fully over to Plusnet