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.