change over times

Hi All,

does anyone know roughly how long it takes to change from Sky fibre to PlusNet?

I signed up online to PlusNet on 6/3/13 but the checker says its still checking the line?

just want an average time that it takes..

Thx

I think mine did similar, moving from IDNet FTTC to PN FTTC. (Line with BT for both). That progress checker seemed wierd.

The texts I got were more useful. Have you had the dates that Openreach have confirmed, rather than the initial one you chose? An average isn't really relevant, as it depends on the Openreach loading in each area and is similar for all ISPs in the same area.

In reply to a post by RobertoS:

I think mine did similar, moving from IDNet FTTC to PN FTTC. (Line with BT for both). That progress checker seemed wierd.

The texts I got were more useful. Have you had the dates that Openreach have confirmed, rather than the initial one you chose? An average isn't really relevant, as it depends on the Openreach loading in each area and is similar for all ISPs in the same area.

I don't recall putting a date in when I signed up, I haven't had any texts either...

all I did was put my details in 9Fone / Postcode etc, Mac code and then general payment details.

I really don't need OR to come round as its all done, thought they would just change me over to the PN equipment and away I go..

There won't be an engineer visit, but have you received anything, such as an email giving a date?

If not, I suggest you ring them up as it may be that something has gone wrong.

just checked and other than payment details I just have a confirmation of order email....nothing else..might try to ring em now...

YOu probably won't have much luck till Monday. I expect first-line would need to contact the Provisioning Team. I think they are Mon-Fri.

just phoned and automated message said that my service isn't up and running yet and they will Email or text.....still non the wiser when it will be though

Flagged up to staff on the Plusnet Forums in this thread http://community.plus.net/forum/index.php/topic,1131...

Edited by deleted (Sat 16-Mar-13 18:46:36)

In reply to a post by Oldjim:

Flagged up to staff on the Plusnet Forums in this thread http://community.plus.net/forum/index.php/topic,1131...

Thanks for your help Old Jim, that's my thread too

I like to have diff opinions on these things...

I did post this question within another topic and the response was we will get the service running as quick as they can...seems not to be the case though so hopefully things will progress quicker now

thanks again guys

Hi,

I'm chasing this up for the latest update and I'll post in this thread and the one linked to above as soon as I've got further information.

Chris

OMG,

Just got off the phone as No info coming from PlusNet and have been told that the earliest changeover date they can give me is 11th April, in my opinion this is totally unacceptable, 5 weeks to change a simple broadband service? I don't even need an engineer to visit my property as I already have Fibre, albeit doesn't work after 5pm!

why has / will it take 5 weeks to change? I just cant get my head around this, now i'm thinking I have made the wrong decision in PlusNet. this is not a good start to an 18month contract!!!!


By the time I get it installed Sky would probably have fixed their broken broadband!


Please Help

My best guess is that "the system" *does* think you need a home visit, to install a fibre modem. And that home visit is then causing the delay.

By "the system" I mean any of the ordering computer systems in the background - Plusnet, BT Wholesale and Openreach. One of them, and possibly all of them, hasn't been set up well enough for migrations.

PlusNet is also my plan B (should I decide to move away from Sky Fibre when my 12 months is up), so this is an interesting test case for me to observe.

I've noticed a couple of threads where people have moved from Sky LLU (non-fibre) to fibre from another provider and it seems to have gone smoothly, but I think this is the first fibre-to-fibre from Sky to another provider that I've noticed.

Should moving away from Sky LLU Fibre (Full MPF) to another fibre provider normally involve any additional complication or delay?

Good point - it is a change from Sky LLU to non-LLU, so it certainly needs re-wiring at the exchange end. That will put some amount of delay on it.

From what I've seen looking at forums (ie not from personal experience), there are problems in getting the computerised ordering systems to accept an order that migrates both phone line and broadband from full MPF to non-LLU WLR.

Have a look at the fibre forum on here.

Ah yes that's apparent now from those threads.

there might be more work at the exchange, however the issue is that the order for only placed today! got an Email from them saying so. I signed up online on 6th March, so what has been happening since the 6th...2 1/2 weeks?

I only got the router sent through as I had phoned up again to ask what the delay was or I am sure I would still be no the wiser!

this isn't the great start I anticipated!

Looking at the 2 forums looks like a problem switching from LLU to nonLLU line as the system does not see you are on fibre and no error was raised on the plusnet system so was not noticed.
Not a fan boy but I have found plusnet good at dealing with my problems quickly any delays have been on the openreach side. Had a line problem which took (bt) openreach a few weeks to sort but at least I had broadband during that time until the last week when they were fixing the line & I lost everything but plusnet kept me up to date via email & text.
Must admit Plusnet need to tweek the system to highlight switches from LLU'd lines as there seems to be a problem with these.
Hope things go quickly from now on & you are as happy with the service as I have been over the years I have been with them

Yesterday I ordered a move from O2 to Plusnet Fibre keeping my BT phone. I got an initial changeover date of next Tuesday which seemed quicker than I thought. At the moment it says 'there is a potential problem with your line' on my Plusnet account status. I'll be watching it at least twice a day and be on to them tomorrow pm if it still says that.

Our exchange went to fibre a few weeks ago and I notice SamKnows says it doesn't happen till June.

just keep a close eye on everything, my fiasco is still on going, it seems if your PlusNet hiding your head in the sand makes problems go away.

My status is still at the checking line phase still (Nearly 3 Weeks) , all I have to show for nearly 3 weeks is a router.

My experience of PlusNet so far is rubbish, it started so good ! perhaps my situation is just a one off but I doubt it.

if I every get connected to PlusNet I hope to god my service is as advertised! I still might just cancel.

In reply to a post by peteadsl:

Yesterday I ordered a move from O2 to Plusnet Fibre keeping my BT phone. I got an initial changeover date of next Tuesday which seemed quicker than I thought.

If that was during the signup process I don't think I have ever seen one adhered to. Though I have seen a couple of "under 10 days" actuals. My theory is that overnight Openreach set a list of available slots per exchange, which ISPs can pick up, but by the time anyone chooses a date/time it has already been grabbed - possibly at a different ISP, and that there is no real-time updating.

At the moment it says 'there is a potential problem with your line' on my Plusnet account status

I've a feeling that is to do with it detecting LLU and not picking up on it being SMPF (shared LLU) rather than MPF (full LLU). I advise getting in touch with them by phone.

As I said on one of the other threads, the easiest way to migrate from an LLU provider to non-LLU (or even LLU to LLU) is via a new phone line. It might cost more but it's pretty much hassle free and if you move to BT the new line is free.

Right just wasted around 2 hours on the phone with PlusNet and sky.

PlusNet are saying that Sky holds the line and they cant do anything....

If I cancel with Sky I lose my existing phone number, if I get a new line I lose my phone number.
Sky are saying that are not holding the line, PlusNet are saying that Sky are holding the line..


Is there someone who can deal with this...anywhere?

there must be some sort of Management within PlusNet that can oversee problems of this nature?

as it stands I am stuck with Sky and No-One can take the service up...


I just want rid of Sky off my line and PlusNet to take it over..how more simply can I put it.

Hi there,

Was the number issued by Sky, or was it ported from BT to Sky? If the former, we'd not be able to transfer it anyway I'm afraid. If the latter though we should be able to.

Unfortunately the issues with our supplier's systems are what's stopping us from migrating the phone service over, hence the trouble.

In reply to a post by orbrey:

Hi there,

Was the number issued by Sky, or was it ported from BT to Sky? If the former, we'd not be able to transfer it anyway I'm afraid. If the latter though we should be able to.

Unfortunately the issues with our supplier's systems are what's stopping us from migrating the phone service over, hence the trouble.

I have had the Number for the last 12years since moving to this property, it is also used for my work so changing isn't an option, I have taken it with me with every ISP I have ever used.

I understand that the problems are not of your doing but surely there must be a workaround if this is happening all over the place. Emailing someone doesn't really get anyone anywhere, actually speaking to someone is the only way to get this problem resolved, if one of the PlusNet Management were to explain to the OR management then I am sure this could be resolved with the minimum of fuss.

I do appreciate the help but its frustrating being passed around different companies and departments and still not getting anything done.

regards

That's the sort of post that makes the Plusnet (not your fault) policy of referring euphemistically to "our suppliers" an utterly stupid thing to do.

The obvious answer to it from a customer is "then ruddy well change your suppliers to someone that doesn't have all these problems that recurringly screw you and us up".

If you just said Openreach or BT Wholesale, as appropriate, it would be far easier for people to understand and forgive ....

"Sorry Sir, I know the meat on your plate is horsemeat. It's our suppliers still keep sending it even though it's a bit of a nuisance. There's nothing we can do Sir".

Understand what you're saying, however the only workarounds we have are those we've advised.

This has been reported, we're sending examples of where these orders have failed over to help the investigation. As has been said though, it means (from my understanding) rewriting a significant amount of code and this is on a system that's used by all resellers. It's not a small task.

We are pushing on this as hard as we can, I'm really sorry we're stuck where we are.

I realise that rewriting code may take a long time, surely this adds weight to having a short term solution, Does business just stop if things get broken or don't work properly? no....someone needs to be a little inventive and figure something out as this will be costing you and other ISP's a great deal of time and money!

I find it hard to believe that nothing can be done, perhaps go back to the old way of doing things, talk to one another.

from my business point of view, If I said that something couldn't be done because a computer wont allow it, I don't think I would be employed too much after that.

Frustrating.

Does Little Britain carol work at plusnet, because there is a lot of "computer says NO"

In reply to a post by RobertoS:

That's the sort of post that makes the Plusnet (not your fault) policy of referring euphemistically to "our suppliers" an utterly stupid thing to do.

I agree 100% with your statement. It doesn't win Plusnet any points.

In reply to a post by vf12vf:

I have had the Number for the last 12years since moving to this property, it is also used for my work so changing isn't an option, I have taken it with me with every ISP I have ever used.

One reason I switched to VoIP for my business line 8 years ago, it's removed a lot of the hassle when I've had to move.