Tried phoning them yesterday: over an hours waiting time!

In reply to a post by hk11:

Tried phoning them yesterday: over an hours waiting time!

Ouch.

That's why I said wait until their phone support starts, you need to get in there quick.

So 15 mins to go.

Paul

I didn't pick a date

Definitly still with EE, a migration takes 10 working days....a full 2 weeks AT LEAST.

Ian

Not sure what plusnet will be able to do. If the OP only signed up on Saturday then it should still be in the 10 days window before the new supplier actually actively does something. The 7th must be about the quickest PlusNet could do it under Ofcom migration rules. What EE seem to have done is jumped the gun and disabled the OPs login whilst they still have the line. Can only see that this is something EE can sort and not in PlusNets gift.

EDIT : As Ian says it is 10 working days that suggests the 7/12 is out as well if it was only ordered on Saturday. By my reckoning it should be at least the 14/12 before PlusNet should be allowed to take it over according to the migration rules.

Edited by ian72 (Tue 01-Dec-15 08:15:49)

In reply to a post by ian72:

Not sure what plusnet will be able to do. If the OP only signed up on Saturday then it should still be in the 10 days window before the new supplier actually actively does something. The 7th must be about the quickest PlusNet could do it under Ofcom migration rules. What EE seem to have done is jumped the gun and disabled the OPs login whilst they still have the line. Can only see that this is something EE can sort and not in PlusNets gift.

EDIT : As Ian says it is 10 working days that suggests the 7/12 is out as well if it was only ordered on Saturday. By my reckoning it should be at least the 14/12 before PlusNet should be allowed to take it over according to the migration rules.

Agreed, which was why I said "It might just be that EE has handed over your line and Plusnet isn't ready yet." which is true if you think about it.

And talking to Plusnet support would of answered that.

Paul

And talking to Plusnet support would of answered that.

If you can get hold of them
I would rethink who I signed up to if I had to wait an hour for support to answer my phone call.

Not too late for the OP to cancel the migration and find a supplier with better (quicker) support.

Edited by ian007jen (Tue 01-Dec-15 08:34:46)

In reply to a post by ian007jen:

And talking to Plusnet support would of answered that.

If you can get hold of them
I would rethink who I signed up to if I had to wait an hour for support to answer my phone call.

Not too late for the OP to cancel the migration and find a supplier with better (quicker) support.

Yeah, there is that.
Lets wait to see what the OP decides.

I know in our case we have very little choice on who we go with for broadband due to we are scheduled for FTTP, I say scheduled due to we have had all the hardware in the chambers and up the pole since end of 2011, just seems not fully ready yet, so in our case BT is the only reasonable choice, there is Zen, but I am not paying twice the price, good support or not.

Paul

They can't "Hand over the line" new system does not work like that, the only possible issue could be they have deleted the customers PPP details, but that would not explain the BTW landing page. My guess is there is a fault somewhere but EE being EE don't want to pick it up as they are just looking and thinking the line is moving it must be that.

Phoned again dead on 7.30 am and I am still waiting to speak to someone!

In reply to a post by hk11:

Ordered Sat morning.

Saturday 28 November or Saturday 21 November? If it was the 28th then it's impossible for you to be with Plusnet on 7 December, but spot on if it was 21 November.

Once Plusnet place the migration order it is largely out of their hands. There is a 10-(week)day cooling off period on the new migration system to allow you to change your mind and neither BT Wholesale or Openreach should do anything.

As vivaciti says, it sounds like a straight fault on the line anyway, with a chance it is an EE cockup.