Newbie question to full fibre

[#1]

@RealAleMadrid  This is getting complicated. PN already owe me £35.99 from the first order they cancelled. I will call CS tomorrow and see what the status of the current order is.

[#2]

@banger696 

Trying to get this in some kind of logiical order.

1. You ordered Full Fibre from Plusnet, requesting that you keep your current FTTC service with TT.

2. Plusnet incorrectly put the order through as a transfer from TT FTTC to Plusnet Full Fibre.

3. You received notification from TT that they had been advised that you were leaving, and by so doing confirmed that Plusnet had incorrectly ordered a transfer.

4 You contacted TT and cancelled the transfer.

5  I suggested that you conttacted Plusnet and made sure that they had cancelled your original order.

 This should put you back to where you started, apart from you being due a refund from Plusnet for your first year's subscription. .This will be returned to the same account from which it was paid when this account is closed in a few weeks time. So don't close a Direct Debit if that's how it was paid.

Your options now are:

A. Leave it until your first year with TT is up, (frankly I am staggered by the step in cancellation charges. are you sure? I had a quick look through their T's and C's and failed to spot this), then start again by ordering the shift from FTTC to FTTP.

B Call Plusnet and see if they can correctly place the order for a separate FTTP line.

When ringing in, instead or calling the general number, contact the Customer Options Team directly on 0800 013 2632.

Just bear in mind that you can only cancel a new contract with Plusnet without penalty in the first 14 days from agreeing the contract, not the service go live date.

[#3]

@Baldrick1 

Attached is the price list for 2025 and if you scroll down to page 10 you will see cancellation charges for 24 month contracts. I am still trying to confirm the cease on my line has been cancelled by TT. Today Customer services at TTB referred me to retentions but they aren't open on bank holiday so will have to confirm tomorrow.

[#4]

So I called in to PN this afternoon and the agent said he would cancel the current order and place it again which shouldn't affect the current TT line just will make the engineer appointment delayed so I now await some emails confirming the new order.

[#5]

So I rang PN again and spoke to Leanne and was told there is no way to do the order without losing my landline except to go with EE  and adopt Digital Voice. EE is no good for me as they wont refund my TTB charges as the small print says it is not for Business lines. So I have cancelled the order and looking for somewhere else now.

[#6]

@banger696  Plusnet are really messing you about, there is no reason why they can't supply a separate FTTP service. Who have you spoken to, unfortunately first line support do not have have the necessary knowledge to deal with  unusual cases and probably have set scripts to push customers to sign up with EE.

If you want to try again with Plusnet use the customer options number 0800 013 2632 who will have a better understanding of the situation. I can totally understand that you want to look at other suppliers. It's a shame that @Marsh did not respond to your request for help earlier.

[#7]

@RealAleMadrid As you say, the OP is being totally mis-informed by first-line support - they clearly work from scripts which are, shall we say, a little misleading - or very wrong, if you prefer.

[#8]

It seems to a be a policy with the BT group. I tried the BT sign up and it asked if I wanted to keep my landline as is which I said yes then on the confirmation page it said we will contact the owner of the line at the premises as we can use that. [-Censored-].

[#9]

It is, @banger696  - they are fairly obviously losing customers at a rate which worries them, and this is their somewhat underhand way of trying to stem the flood. Unfortunately it is probably working, because most home users will be unaware that FTTC and FTTP are totally different technologies which can exist side-by-side - if you wish to retain the older FTTC connection.

[#10]

@banger696   That's a good one, I wonder how BT can use a copper line to supply a FTTP service.🙄

[#11]

@RealAleMadrid  probably a left over from VDSL days but dont want to risk it will give a few months until I am clear of TTB £300 termination charge. A&A seem to be able to do it but there rental is far to high for me to justify.

[#12]

Leanne is wrong. 

[#13]

Banger, do not mention existing phone lines in the process of signing up for the fttp service. You put that in there, the script thinks its a switch!!!!!!

it isn't

[#14]

@krusty Then how do I get a new installation? It seems to be automatic to assume its a switch. Just been through the BT sign up process and all the questions were about not switching off the current service then get to the last page before paying and there is a starred tick box, I understand my current broadband will be disconnected. You cant continue without ticking that box!

[#15]

@banger696 you should see this during sign up as you have an active phone line.