New plusnet customer. Do I need to notify BT?
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- Re: New plusnet customer. Do I need to notify BT?
08-05-2018 2:43 PM
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Hello,
I've just signed up to the plusnet Unlimited Fibre package with a requested switch date of 1/6/18. This was the contract end date given to me by BT.
Do I need to contact BT to tell them that I'm switching to plusnet or will plusnet do that for me as part of the switching process?
Thanks.
Fixed! Go to the fix.
08-05-2018 2:53 PM
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Plusnet contact your old supplier for you (indirectly by issuing an order to take off the phone line and broadband which BT will see and take as proof you are leaving)
DO NOT contact BT to tell them you have signed up with another company as it will just likely confuse things.
Plusnet have the responsibility to ensure that you are switched across. And you can blame Plusnet if anything goes wrong.
Re: New plusnet customer. Do I need to notify BT?
08-05-2018 3:04 PM
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Thank you.
I thought that might be the case. The reason I asked is because I had a live chat session with BT earlier in which they reluctantly gave me the contract end date I mentioned in my post. They told me that in order to switch I had to contact their "cancellation team." The number they provided for this team was the same as the one for BT sales...
Re: New plusnet customer. Do I need to notify BT?
08-05-2018 3:46 PM
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Like said above don't contact BT. Often doing so will mess up the order because then they'll cease the line then Plusnet will have to wait for the line to stop before putting their service on-likely leaving you without internet for a week or more since pnet wouldn't be able to do anything with the BT order.
Re: New plusnet customer. Do I need to notify BT?
09-05-2018 8:00 AM - edited 09-05-2018 8:01 AM
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@Kdog wrote:
The 'cancellation team' will just be retentions where they'll try to get you to sign a new contract with some special (and probably limited time) offer.
Exactly what I thought when they gave me the number. To be expected, I suppose, but it's just another addition to an ever-growing list of reasons why I want to move away from BT.
Re: New plusnet customer. Do I need to notify BT?
09-05-2018 9:48 AM
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Just one last word on this subject.
If I was you, I would chase Plusnet in one week's time to get them to confirm the dates that the work will be done to switch you across.
Why?
Because the dates depend on the availability of Openreach staff to switch your line across and can move due to staff constraints. And sometimes Plusnet do not notify the customer of such an issue.
The good news is that BT shouldn't turn off your connection to them as they will also be told of the issue and keep you live with them until the actual switch over day.
But for peace of mind, you might wish to get Plusnet to confirm to you the confirmed switch over dates they have received from Openreach.
Re: New plusnet customer. Do I need to notify BT?
09-05-2018 9:51 AM - edited 09-05-2018 9:52 AM
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@SpendLessTime wrote:
Just one last word on this subject.
If I was you, I would chase Plusnet in one week's time to get them to confirm the dates that the work will be done to switch you across.
Why?
Because the dates depend on the availability of Openreach staff to switch your line across and can move due to staff constraints. And sometimes Plusnet do not notify the customer of such an issue.
The good news is that BT shouldn't turn off your connection to them as they will also be told of the issue and keep you live with them until the actual switch over day.
But for peace of mind, you might wish to get Plusnet to confirm to you the confirmed switch over dates they have received from Openreach.
Very good advice. Thank you.
This morning I've had a text and an email from plusnet and an email from BT confirming the switch date. I'll ask plusnet for reconfirmation next week.
Re: New plusnet customer. Do I need to notify BT?
09-05-2018 1:55 PM
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Re: New plusnet customer. Do I need to notify BT?
09-05-2018 2:59 PM
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Welcome to our community forums @christianpjones
As people have said you don't need to contact your current provider, our order we've placed with Openreach should notify them that you're leaving.
Let us know if you have any further queries.
Anoush
Re: New plusnet customer. Do I need to notify BT?
10-05-2018 12:49 PM
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Thanks, everyone.
I wrote a reply yesterday but it's disappeared.
Re: New plusnet customer. Do I need to notify BT?
10-05-2018 12:58 PM - edited 10-05-2018 12:59 PM
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@christianpjones your post was stuck in the spam filter. I have now released it.
To argue with someone who has renounced the use of reason is like administering medicine to the dead - Thomas Paine
Re: New plusnet customer. Do I need to notify BT?
28-05-2018 10:12 AM
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With my migration date now just four days away I'm wondering if I should have had a more recent update from Plusnet. My order status has been like this since the 9th of May (almost three weeks ago):
My router has arrived so maybe I'm worrying about nothing...
Re: New plusnet customer. Do I need to notify BT?
28-05-2018 10:04 PM
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Radio silence is usually good as that suggests there have been no updates on the order since the dates were confirmed to trigger any follow up contact and the order is just counting down.
Re: New plusnet customer. Do I need to notify BT?
29-05-2018 9:20 AM
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In another browser tab, login into the Plusnet user portal BEFORE clicking the fault & ticket links
Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.
If this post helped, please click the Thumbs Up and if it fixed your issue, please click the This fixed my problem green button below.
Re: New plusnet customer. Do I need to notify BT?
29-05-2018 9:24 AM
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Thanks, both.
So if the router has been delivered then it looks like everything is on track.
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