topic Re: Migration from Plusnet to EE a disaster in Broadband & Landline

Migration from Plusnet to EE a disaster

Magpie26 — Thu, 01 Oct 2026 20:25:15 GMT

Warning !!!!!

Avoid migration to EE from Plusnet.

I assumed it would be straightforward process as all owned by BT but has been an unmitigated disaster.

No broadband for 24 hours so far. Poor customer service with contradictory messages.

4 hours on the phone to EE migration team in Doncaster. Ruined my day

My complaint was "resolved" yet no resolution.

Still no broadband.

Will continue with Complaints procedure and then escalate to Ofcom. Vulnerable, disabled, elderly customers in particular consent to migration to retain landline and then end up in this limbo without a landline or broadband.

Meanwhile I can't do my job and my kids can't do their homework.

Appalling service.

Re: Migration from Plusnet to EE a disaster

Magpie26 — Thu, 01 Oct 2026 20:11:53 GMT

My Plusnet migration to EE has failed miserably. I have spent 4 hours on the phone to EE today with no progress.

The new router does not work. Was told they can't call out an engineer until after midnight as today is transfer day (though other advisors said after 6pm). Told I could have an e-sim sent to me. Then told this was not permitted. On hold for 30 mins whilst they transferred me across departments.

I work from home and my kids need to do school work.

I bitterly regret agreeing to this migration.

Terrible service from EE. I would warn others against this.

Re: Migration from Plusnet to EE a disaster

XRaySpeX — Thu, 01 Oct 2026 20:29:33 GMT

OFCOM don't handle individual complaints. You can make a formal complaint to EE & if you don't get satisfaction after 6 weeks or come to a deadlock you can take it to EE's ADR provider. See Complaints code of practice and here is the Complaints Form .

Re: Migration from Plusnet to EE a disaster

JimM11 — Thu, 01 Oct 2026 20:31:18 GMT

@Magpie26 So exactly what has gone wrong or do you just not know that fact? BT Group owns PN/EE/BT and they are nothing to do with each other at the ISP side apart from being sister companies. PN is on it's own with a lot but EE/BT more intertwined with each other people wise.

Re: Migration from Plusnet to EE a disaster

Magpie26 — Thu, 01 Oct 2026 20:33:15 GMT

They say transfer not been fully finalised yet. Order not processed...

Transfer date was today.

The migration shld be seamless and smooth.

Stuck in a limbo now.

Re: Migration from Plusnet to EE a disaster

Magpie26 — Thu, 01 Oct 2026 20:36:40 GMT

There is a public interest argument though.

Retaining the landline is particularly relevant for vulnerable groups and means many customers will migrate for this very reason.

Failed migrations on a wide scale should be vety much on the desk of Ofcom.

Re: Migration from Plusnet to EE a disaster

JimM11 — Thu, 01 Oct 2026 20:40:26 GMT

@Magpie26 So is your PN still not up and active for the Broadband and Landline connection, or has OR been out and done what was required for your move and you are still waiting on EE to activate the connection? EE have until 11.59pm tonight and you possibly if not, the DV transfer Landline can be 24-4hrs to fully switch over from the old to the new. Did PN not inform you think they are in control off it all.

Re: Migration from Plusnet to EE a disaster

XRaySpeX — Thu, 01 Oct 2026 20:37:13 GMT

What flavours of BB are you switching between? What is the name of the EE BB plan you are to be on including its speed?

What does BT Wholesale Broadband Availability Checker > Address Checker estimate for your address? Post the whole table, the text below it and the line above it, blanking out your address.

Re: Migration from Plusnet to EE a disaster

Magpie26 — Thu, 01 Oct 2026 20:39:54 GMT

PN hub no longer working.

EE not activated.

Completely stuck.

Not sure about OR role in all this - I just don't have any broadband or landline working.

It's an essential service isn't it...

Life v difficult these days without broadband

Re: Migration from Plusnet to EE a disaster

Magpie26 — Thu, 01 Oct 2026 20:41:22 GMT

Copper wires still.

I checked that availability table and says fine.

My neighbours use EE.

Re: Migration from Plusnet to EE a disaster

Magpie26 — Thu, 01 Oct 2026 20:43:49 GMT

I was told I just needed to replace one hub with the other and it would be straightforward. I duly followed instructions.

I would never have agreed otherwise and would have stayed with Plusnet and got a Voip or whatever for the landline.

Re: Migration from Plusnet to EE a disaster

JimM11 — Thu, 01 Oct 2026 20:44:09 GMT

@Magpie26 If PN has stopped the connection now, just stick the EE one on, hopefully it will activate and start to work if OR has done what is required and then EE has also done so for the activation.

Re: Migration from Plusnet to EE a disaster

Magpie26 — Thu, 01 Oct 2026 20:45:37 GMT

I have been trying the EE hub all day. Flashing orange all day.

So either OR or EE have failed in their contractual obligations to me.

Re: Migration from Plusnet to EE a disaster

XRaySpeX — Thu, 01 Oct 2026 20:46:15 GMT

@Magpie26 wrote:
Copper wires still.
.

Like-for-like copper, i.e. ADSL > ADSL or VDSL2 > VDSL2, not ADSL > VDSL2?

Re: Migration from Plusnet to EE a disaster

XRaySpeX — Thu, 01 Oct 2026 20:47:38 GMT

OR have no contractual obligations towards you. Your contract is with EE.

Re: Migration from Plusnet to EE a disaster

Magpie26 — Thu, 01 Oct 2026 20:48:15 GMT

If I had known if it was a whole day without Internet I would never have consented.

No comms given at all prior to this.

Still no sign of it.

Re: Migration from Plusnet to EE a disaster

JimM11 — Thu, 01 Oct 2026 20:50:50 GMT

@Magpie26 In case you need, here is the electronic version linked below. Just use the

Set up your EE Smart Hub and you more than likely have the

Set up Smart Hub 6 Plus

https://ee.co.uk/help/broadband/getting-started

Re: Migration from Plusnet to EE a disaster

Magpie26 — Thu, 01 Oct 2026 20:49:49 GMT

Ok, just EE then. Still a breach of contract

Re: Migration from Plusnet to EE a disaster

JimM11 — Thu, 01 Oct 2026 20:53:02 GMT

@Magpie26 One PN move like yours was weeks to sort out let's just hope you don't fall into that one.

Re: Migration from Plusnet to EE a disaster

Magpie26 — Thu, 01 Oct 2026 20:55:40 GMT

Says VDSL range A clean

VSDL range B impacted

I am a busy parent with alot of responsibilities.

I freely admit I am not a technical person. I am precisely the kind of person who wld migrate eg wants to keep a landline and no hassle.