Problems moving from FTTP trial to new service

[#1]

Hi Team - I am facing a similar issue moving from the Plusnet FTTP trial to a new full fiber service. I have spoken to the help desk team for new orders, and for some reason they have insisted I need an Engineer visit before they will switch my service. 

Can you help? I very much doubt I need an engineer visit to simply switch from the trial to the full fiber service. 

Let me know.

Many thanks

Barrie

[#2]

@dangerousbaz 

The Help team know very little or nothing about the Trial. As it was non standard it doesn't show up on their systems.

You need a staff member to pick this up for you and do the necessary manually.

I assume you're aware you lose you phone service (if you still have one).

Brian

[#3]

Hi @dangerousbaz

I'm sorry for the inconvenience and confusion caused by this.

I've cancelled the order that was in place and done all the manual work on the account to change things over.

You won't notice a increase in speed until tomorrow unfortunately and the Hub 1 might not give you the full speeds but the Hub 2 has been ordered and should be with you in the next couple of days

[#4]

Thanks Matthew - it’s all updated now and working perfectly…

[#5]

Great stuff!

Let us know if you have any further issues

[#6]

dangerousbaz

I moved from the trial to the full service and was also told I needed an engineer visit.    When I questioned this, I was informed that they need Openreach to simply switch something at the exchange and not actually visit the home, but it still appeared as an engineer visit.

[#7]

Moderators Note

This topic has been split from another thread for better visibility.