Moved house – no confirmation email and service still not showing new address

[#1]

Hi everyone,

I arranged my house move with Plusnet at the end of last month.
I was told over the phone that my service would be moved to my new address on the 7th of November and go live on the 8th.

However, I haven’t received any confirmation email, and my Plusnet account still shows my old address.
When I log in, it says:

“You can’t change your products for the moment, you already have a product change in progress.”

My new property already has an Openreach fibre box with two green lights on, so I think the line might be ready.
I just want to make sure the move has been processed correctly and find out if I should keep using my current Hub Two router (as my old house was already on FTTP) or if a new one will be sent.

Could someone please check or advise what’s happening with my order?
Many thanks in advance!

Best,
Carlos

[#2]

Hi @Carlosw1022,

Welcome to the Community!

I've popped you through a Private Message, so I can get a bit more information and get this checked out for you.

Rach 

[#3]

Moderator's note:
Thread moved from Broadband to My Order