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Standard User rscott
(member) Wed 04-Jan-17 17:41:36
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Slightly worried about migrating to John Lewis Broadband.


[link to this post]
 
So, migrated a family member's broadband from BT to John Lewis (Plusnet) on the 19th December, with an activation date of 5th January. So far so good...

But they didn't post the router out until today and advise 3-5 working days for delivery. Not sure why they decided to leave it until the last minute when there's little/no chance of it arriving in time and she could be without broadband until Monday.
Standard User meldrew
(experienced) Thu 05-Jan-17 11:46:30
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Re: Slightly worried about migrating to John Lewis Broadband


[re: rscott] [link to this post]
 
If they migrated could they not use their existing router?
Standard User rscott
(member) Thu 05-Jan-17 11:47:08
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Re: Slightly worried about migrating to John Lewis Broadband


[re: meldrew] [link to this post]
 
It's a BT HomeHub - they're locked to BT.


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Standard User meldrew
(experienced) Thu 05-Jan-17 11:57:56
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Re: Slightly worried about migrating to John Lewis Broadband


[re: rscott] [link to this post]
 
Plusnet is part of BT and it works with both. Possibly it is a better router too.
Standard User jelv
(knowledge is power) Fri 06-Jan-17 09:19:43
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Re: Slightly worried about migrating to John Lewis Broadband


[re: rscott] [link to this post]
 
Which version of the homehub?

jelv

AAISP November 2016
(Previous ISP Plusnet November 2001 to October 2016)
Telephone rental: Pulse8
Standard User rscott
(member) Fri 06-Jan-17 09:20:48
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Re: Slightly worried about migrating to John Lewis Broadband


[re: jelv] [link to this post]
 
Homehub 3, I think.

Panic over though - the new router arrived yesterday. However we still don't know the ADSL migration date.. Turns out it was only the phone migrating yesterday.
Standard User rscott
(member) Mon 09-Jan-17 10:32:48
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Re: Slightly worried about migrating to John Lewis Broadband


[re: rscott] [link to this post]
 
And it's all going wrong...

It was apparently supposed to be a simultaneous migration of both services on the 5th, but only the phone switched.

I've just been told by PN that their broadband supplier is blaming their phone supplier and vice versa. Even though both are the same company (exchange has no other providers than BT) .
Standard User RobertoS
(elder) Mon 09-Jan-17 11:07:23
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Re: Slightly worried about migrating to John Lewis Broadband


[re: rscott] [link to this post]
 
Historically Plusnet have never seemed to like simultaneous provide migrations, and nearly always migrate the phone before placing the broadband order.

Ask support to check with the "Provisioning team" what is going on. (Though I expect first-line support haven't heard of them. Only the forum reps will).

Kindness isn't going to cure the world of all its awfulness but it's a good place to begin. Daisy Ridley.
My broadband basic info/help site - www.robertos.me.uk. Domains, site and mail hosting - Tsohost.
Connection - AAISP Home::1 80/20. Sync 54999/14466Kbps @ 600m. BQMs - IPv4 & IPv6
Standard User rscott
(member) Mon 09-Jan-17 11:16:18
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Re: Slightly worried about migrating to John Lewis Broadband


[re: RobertoS] [link to this post]
 
BT Wholesale shows a cease order is in place on the line and due to complete by the 5th January.

I've spoken to the order enquiry team and they've e-chatted to the supplier(s) who don't know what's going on. It's now been escalated to another team - I should hear back in a couple of hours or so.
Standard User RobertoS
(elder) Mon 09-Jan-17 11:29:46
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Re: Slightly worried about migrating to John Lewis Broadband


[re: rscott] [link to this post]
 
In reply to a post by rscott:
It's now been escalated to another team - I should hear back in a couple of hours or so.
That's probably the Provisioning Team.

Kindness isn't going to cure the world of all its awfulness but it's a good place to begin. Daisy Ridley.
My broadband basic info/help site - www.robertos.me.uk. Domains, site and mail hosting - Tsohost.
Connection - AAISP Home::1 80/20. Sync 54999/14466Kbps @ 600m. BQMs - IPv4 & IPv6
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