Another Failed Plusnet Transfer

[p1_fs]

My elderly parents have been with Plusnet for years. They were given a transfer date of Friday 23rd October as they wished to keep their landline. Friday passed with no further communication on the switch and I see now on their EE page that the order was cancelled. There is no explanation as to why it was cancelled. The EE connection does not work and the Plusnet connection is still active.
The EE helpline currently has a wait time of 1 hour 15 minutes. When trying the callback option, someone from Plusnet calls them back rather than EE. The Plusnet people don't appear to have a clue as to what the problem is and just told them to call back in 24 hours.

I see from this forum that we are not the  only people affected and I wanted to echo how bad this process is. Bear in mind that my parents did not request any of this. My understanding is that it is a decision by BT Group to force people to EE if they want to retain their landline.

It is a poor show.

[JimM11]

@p1_fs As far as the Forum is aware, then PN are in charge of the move to EE for the broadband and the landline connection.

If you contact anyone then suggest you start off with PN, the reason for both is PN no longer will be supplying landline come the PSTN switch off 31st Jan 2027, and EE is the logical move especially if the user is still in contract so no ETF when moved within the BT Group of companies, but there has been a few failures but that could be from any supplier at anytime also.

Your parents are still PN customers until fully switched over to EE, that is why that call back happens and PN should have all the details, but may not know the reason for why the delay has happened, lucky they still have the connection and the landline best way to look at it currently.

Your parents are going to receive and new EE Hub also, the PN one is going to be useless for a DV Digital Voice connection, that hub should arrive a few day's before the actual EE switchover, so do keep that in mind, you may be needed to help set it up for them.

[p1_fs]

You could be right about Plusnet being responsible but the email notifying them on the migration date was from EE and the order (and its cancellation) only show up on the EE site.
The phone call with Plusnet involved them being passed between numerous people, none who could provide a solution other than calling back in 24 hours.
The EE Hub was ready on Friday to be plugged in on the arrival of the promised activation mail. Nothing arrived.
Also, the instructions on the EE site are now to return the hub which doesn't seem a useful course of action.

I agree that problems can happen anywhere but the complete lack  of proactive communication from either EE & Plusnet is the worst aspect of this. We are having to chase this up. I don't see an obvious e-mail address to write to, there is no live chat anymore and the expectation that anyone will wait over an hour (only free if you have an EE mobile) to speak to someone is crazy.

Anyway, thanks for the reply as a helpful community member. It is appreciated.

[XRaySpeX]

Your current contract for your current BB is with PN, which why you need to deal with them. Your order for your future BB (not the same thing!) was with EE, which is why its status & cancellation comes from EE & appears on their site.

[JimM11]

@p1_fs It's the EE way for communications there is no e-mail and chat is for EE mobile, use the free call number 0800 079 8586 - Option 1 for Home Broadband, and after 8am may be the quickest time to get someone if they will speak to you, not an easy task, cancelled orders then the Equipment has to be returned, you will get another EE Hub when it all goes again, but honestly think PN is were you need to be as that seems to be what is posted from PN Customers.