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Re: Problems moving from FTTP trial to new service

dangerousbaz
Newbie
Posts: 2
Registered: ‎25-01-2023

Re: Problems moving from FTTP trial to new service

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

6 REPLIES 6
bmc
Hero
Posts: 3,137
Thanks: 982
Fixes: 48
Registered: ‎28-02-2017

Re: Problems moving from FTTP trial to new service

@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

MatthewWheeler
Plusnet Help Team
Plusnet Help Team
Posts: 8,876
Thanks: 1,493
Fixes: 478
Registered: ‎01-01-2012

Re: Problems moving from FTTP trial to new service

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

If this post resolved your issue please click the 'This fixed my problem' button
 Matthew Wheeler
 Plusnet Help Team
dangerousbaz
Newbie
Posts: 2
Registered: ‎25-01-2023

Re: Problems moving from FTTP trial to new service

Thanks Matthew - it’s all updated now and working perfectly…
MatthewWheeler
Plusnet Help Team
Plusnet Help Team
Posts: 8,876
Thanks: 1,493
Fixes: 478
Registered: ‎01-01-2012

Re: Problems moving from FTTP trial to new service

Great stuff!

Let us know if you have any further issues

If this post resolved your issue please click the 'This fixed my problem' button
 Matthew Wheeler
 Plusnet Help Team
wncfc
Grafter
Posts: 51
Thanks: 6
Registered: ‎04-04-2009

Re: Problems moving from FTTP trial to new service

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.

dvorak
Moderator
Moderator
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Registered: ‎11-01-2008

Re: Problems moving from FTTP trial to new service


Moderators Note


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

Customer / Moderator
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If it fixed it click 'This fixed my problem'