Dad moving from Plusnet to EE and needs help

[OriginalBigBri]

So, my 86 year old non-technical Dad is being moved to EE apparently on Friday, so he can keep his home phone. He's had a new router delivered and literally nothing else. He's phoned EE and got to talk to someone he couldn't understand very well and basically only learned that:
- he's not getting an engineer out to help him
- he's going to be billed separately for (something?) by "green bay"
- they would send him an email with a bunch of info and a video (they haven't)

So, here are some questions I'm really hoping one of you lovely lot can answer:

- If his internet and phone are being switched over on Friday, will both start working properly straight away, or will his phone take days ?
- will the EE router have been pre-configured with his account info ? I'm fairly sure my latest Plusnet one was.
- what will happen to his Plusnet email addresses? he has NOT been told he's moving to Greenby, so we have no idea whether his email will just disappear
- if he does move to Greenby, will they be charging him for it? 

He has had literally no communication from Plusnet other than "we're chucking you out" after more than a decade.
So, as it stands I'm doing a 400 mile round trip at the end of the week to try and help him out.

Thanks in advance to for any help you can give.

[Mustrum]

@OriginalBigBri   I do not beleive that would inducate either way if the transfer has happened  or not. Either give them a call or a post on their email forum  https://community.plus.net/t5/Email/Update-on-Plusnet-email-migration-to-Greenby/td-p/2031990 

[JimM11]

@OriginalBigBri That is the same for anyone with an ISP connection, that is why an ISP connected hub get's on a lot easier than a third party where the user has to have the experience to do so. Good chance the EE one will connect do everything that is required to get on, they even try to accommodate switching ssid's over to match, then some ISP guide say's lets just factory reset the hub having zero idea what the outcome to the User would be, head scratching going on no connections ssid all defaulted back etc etc, may also be a pain but possible time to transition your dad onto a gmail/outlook address, uphill battle with that though..... Changes just do not go well, been there done it and had the Father as well but the response i can already imagine....

[JimM11]

@OriginalBigBri One Prime example, moved over to a vodafone FF connection, they sent the Powerhub, so set it all up prior as one does, fell over wifi password, they INSIST 16 character password with all the parameters that MUST be obeyed, oops, that's not happening, i was pushed for time Activation day was the day i was leaving home for a three week business trip, anyhow just set it up with my Asus hanging off it, when connection first time the VF hub FW updated and wiped out ALL the settings i had done, back to the OOB state like a Factory reset, NOT ONE single setting was maintained, so you can imagine how p'd off i was having to sort it out quickly before the wife screamed blue sweary words before i departed.....

[OriginalBigBri]

So dad's internet and phone were down by the time I arrived here just before 1pm. Plugged the new router in and it's now been flashing orange at us for 5 hours......

Still no email from Plusnet or EE..

[JimM11]

@OriginalBigBri If you have had NO e-mail from EE you need to be on the PlusNet Hub, until you get then the service is NOT swapped over, Flashing orange is a 5 minutes only and connect, you could try contacting EE to see what is going on but you might just get the upto midnight from them for the connection to take place. Free phone number is below, 8pm tonight is the cutoff time. What version of the EE Hub did he get? And if you know FTTC connected for up to the 80/20Mb/s speed max?

 0800 079 8586 - Option 1 for Home Broadband & Home Phone

See the linked post below, the old PN2 hub can be changed to the BT Credentials in case the EE hub is bad, at least Internet but for sure no phone, lowest what is needed creds wise in the PN hub.

Re: Poor Range of EE Smart Hub Plus 6 - The EE Community

How Do I Use My Own Router for EE Home Broadband? | Broadband Help | EE

[OriginalBigBri]

It's a Smart Hub Plus. Spent half an hour on the phone with EE and they've booked an appointment with Openreach to try and sort it out.

I'm logged into the WiFi though and it says the internet is connected.

The username is "
[email protected]". Is that right? On my Plusnet router, it has my Plusnet name in the connection settings 

[JimM11]

@OriginalBigBri Yes that is right, sent you the link earlier in the post, you need to do as the connection type also, say what you have if you know, there is FTTP / FTTC and pure ADSL real slow.

The PN can be set to the BT Creds, sounds like the ball has been dropped and you are going to be stuffed unless you get an Engineer straight away....

A Lot depends on what your dad had before to HOW complicated it get's for the swapover.

Not sure if i still have an old copper connection status page let me know what you have. 

[JimM11]

@OriginalBigBri When you say you are logged in, are you connected through the Hub wifi even though it is flashing orange?

Below is the 6 Plus, there are two Plus versions 6/7 in play and on the 6 + it has to be the SH31B or the older SH30A for a Copper cable connection..... 7 Plus can only be used on Full Fibre that i do not think you have....

If you have the smart hub version it is identical to the PN version but in EE cloth, the bottom skirt is perforated that determines also see the bottom link, the help is unfortunate not correct on the EE Devices.

EE Smart Hub 6 Plus | Device Help | EE

Compare EE Smart Hubs | Device Help | EE

[OriginalBigBri]

He's on FTTC. I was hoping he'd get FFTP but alas no. 

I can connect to the router using its WiFi, and the status says connected, which changes to not connected if I unplug the cable, but the orange is still flashing and my phone says "connected without internet" when I'm on the WiFi (so I'm having to switch off and use my mobile network to write this).

I'll check the rest of the settings, but I'm fairly sure they're all what they should be. 

He had a very old BT phone socket, so I just popped a new 5C master socket on just to see if that was the problem, but it made no difference, so the old one is back on now.

His connection speed with Plusnet was dire, so I don't know whether it's failing because it's trying to attain a faster speed...

[OriginalBigBri]

It's definitely the SH31B

The EE person had me do a reset on it with the reset button, not from the web UI.

Interestingly, the log files recorded my phone connecting to the WiFi at 06:22 on 31/1/25