Newbie question to full fibre

[#1]

Just signed up for Full Fibre 900 with Plusnet. When installed will my DSL/Phone be disconnected with Talk Talk as I would like to keep it running a couple of months until contract expires and transfer phone to VOIP with A&A? I told the sales rep on not to cancel my current service.

[#2]

Moderator's note:
Thread moved from Full Fibre to My Order

[#3]

@banger696 Thank you for reaching out to our Community Forum, I hope you are well.

When placing an order on a existing line usually this would trigger a cease on the current provider's service, can I check if you have received anything from TalkTalk regarding a cease being triggered? If you are looking into getting 2 services running alongside for a few months the options would be:

- a new line installation for a second line;

- putting on hold the Plusnet order until you are almost out of contract with TalkTalk.

I also tried to call you to discuss this in details with you, unfortunately I could only leave a voicemail, please feel free to reply at your earliest convenience. 

I hope this helps

[#4]

@Tina11192 

the options would be

- a new line installation for a second line;

- putting on hold the Plusnet order until you are almost out of contract with TalkTalk.

Its an FTTP install so there will be a new connection installed anyway.

There's (well there used to be?) an option on FTTP install to retain existing services and it sounds like @banger696 specified that option

I told the sales rep on not to cancel my current service.

Is that not how the order has been placed ?

[#5]

@Tina11192 

Hi I tried to tell the sales rep it was a new installation to be running along side my current TTB service. I haven't heard anything from TTB but it's a weekend. I was told that full fibre wouldn't affect DSL/Phone by Andrews and Arnold rep as I plan to move my phone to them when TTB contract has ended. I have a completton date of 6th Sept but my first year contract doesn't end until Oct 23rd 25/

@MisterW 

Thanks for that I wish I had placed the order online as the form asks you if you are switching or not and first time round I picked not switching.

[#6]

@banger696 

Have you checked the TT cancellation charges? It might be cheaper to pay the TT ETC rather than run the two services. The only down side will be the several days loss of phone service whilst you wait for the number to be ported to A&A.

[#7]

@Baldrick1 

Yes it is £300 before Oct 23rd and £125 after I was going to use the PlusNet £100 reward card towards the £125 termination fee if it all works out. To be honest I cant wait to get away from TTB as Customer Service is abysmal.

[#8]

I've just looked at my TTB cases and there is a new case produced 23 Aug and it says Cancellation and Retention so my worst fears seem to have been realised. I have asked the to cancel the cease on my line if that is what it is about there is no detail.

[#9]

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@Tina11192 wrote:

@banger696

I also tried to call you to discuss this in details with you, unfortunately I could only leave a voicemail, please feel free to reply at your earliest convenience. 

---

@Tina11192  I have just checked my mobile number in the accounts section and it was wrong so have corrected it if you need to call.

Moderator's note    :Copied text truncated to relevant paragrapgh and response correctly appended.

[#10]

I have chatted with CS at TTB this morning who have said the stop on my current line has been cancelled. Dont know what effect that will have with the PN order.

[#11]

@banger696 

I would ring in and make sure that the order is cancelled.

It is most unfortunate that this has happened. Hopefully we will see you back here in a couple of months.

[#12]

@Baldrick1  Not sure I understand, I thought the OP wanted a new Full Fibre connection now and specifically requested that Plusnet did not affect the existing copper Broadband and phone service. It seems Plusnet have not dealt with this correctly.

[#13]

Banger has a current vdsl Talk talk business line, he wanted to upgrade to fttp but TTB hasn't got any cable links in the exchange to serve him (they kinda do but its messy). End result is that he's on a long contract with Talk Talk and exit charges.

So Banager decided to go with PN, and somehow PN thought it was a switching from talk talk vdsl to pn fttp. Except that he wanted pn to provide a new FTTP service to run along side his TTB line. Ie no line decease !

i think the above is the easiest way to explain it

[#14]

Yes that is correct Krusty. I have saved the chat I will point to that if I get billed for £300 but belt and braces I will check again in a couple of days.

[#15]

@banger696  Just a warning, if TTB have stopped the cease your Plusnet order is likely to fail and be cancelled. You need to talk to Plusnet and get them to order what you wanted in the first place, a new Full Fibre service.