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.

[JimM11]

@OriginalBigBri How do you know he is on FTTC, are you a network or telecoms engineer?

5C socket is the way to go, AB connected and NO I MEAN NO extension cables at all just the Main Incoming feed two wires only. With ideally a MKIV faceplate for VDSL connection.

The last statement you made DIRE has me concerned. Do the BT below, address and postcode that will tell you his connection.

BT Broadband

[JimM11]

@OriginalBigBri Below the light status, if FTTC connected there was not much for the Engineer to do, he/she may not even have had to visit the street box, and the only work may have been at the Exchange. 

The hub will always log the connection for your wifi mobile and the date/time stamp is because the Hub has NOT synced to the connection to get all the parameters it needs.

EE Smart Hub 6 Plus lights | Broadband Help

[JimM11]

@OriginalBigBri If you have an Old master socket single BT style connection then you need to be using the ADSL Filter, you can try all the old PN ones as well, bad cable / bad filter you will get NO connection at all. 

If you also have more than one phone socket in the home, what you think is the Master may not be, so DO try the rest off them if that is the case. My original home wiring on FTTC Master was in a bedroom, i changed the wiring around and made the Hallway the new Master socket as that was the central location for the hub at that particular time 15years ago. 

Was later re-organised to a room used as the office so did require a wiring change again. 

[XRaySpeX]

The 5C master socket won't help a just installed installation complete its installation. It's really no diff from the original NTE 5A except it does away with the dangly micro-filter.

What does BT Wholesale Broadband Availability Checker estimate for his phone number? Post just the whole table and the line above it, blanking out his phone number.

[OriginalBigBri]

@JimM11  

Yeah, my master socket was in my loft where there is no power, so I installed my own cabling to where I wanted it, and when Openreach came to install my infinity 2 as it was then, they adopted my bit 🙂

Anyway, f@#& me, you hit the nail on the head. I just went back through all his emails and found his Plusnet contract and it says it's copper all the way baby..

Which explains the **bleep**ty speed. No idea how that happened, he's been paying  60+ quid a month for copper.

So don't know where we go from here.

[JimM11]

@OriginalBigBri Something to be sorted out later, so he will be on an old ADSL line all the way back to the exchange.

The SH31B unit you have does go down to operate on that connection type, and if you are pretty sure one socket and that is the master coming in then possible OR have messed up... Choice two and the old PN hub was working so the settings you would need to check and adjust below. I would think on the PN unit first two is all you would need, the rest are fairly standard for a ADSL connection, gives you a second choice if the EE Hub is not connecting but the line is up....

As soon as the voice is lifted of the connection there is just now way to check the line is up and active unless an OR tester is used to check line connection. PN on and if it works you will have no DV anyway, but you could match the ssid/password and the admin password to match all the same as the EE one.... Best to leave the EE settings as per the card that way if anyone insists later down the line a Factory Reset has to be done then at least you don't have to worry about matching devices again. 

Copper

• Username or login name - [email protected]
• Broadband password - BT or leave blank
• Authentication - CHAP
• DNS - auto or obtain from ISP
• modulation - G.DMT
• Virtual path identifier (VPI) - 0
• Virtual channel identifier (VCI) - 38
• Multiplexing - VC based or VC‑MUX

You’ll need a router with a built‑in ADSL modem.

[JimM11]

@OriginalBigBri  This BT Broadband will see what he has, number postcode for the connection and linked below to what mine is/was both copper fttc and now fttp.

Re: Hot and cold messages from EE/openreach is this usual? - The EE Community

[JimM11]

@OriginalBigBri The OR Fibre checker may give you some idea what is in the pipeline....

Fibre broadband availability checker | Openreach

[OriginalBigBri]

@JimM11 thanks for all your help, it's been really useful. 

I spoke to EE this morning again and they say there's a fault on the line which has been logged for Openreach to sort out. It turns out that my dad was on full copper, which explains his 7mbps download speed, but the EE account is FTTC, so I'm not sure if that needs physical work doing at the cabinet or not. FTTC and FTTP are both available according to the BT checker you gave me a link for, and hopefully he'll get up and running with FTTC, he really has no need for full fibre 

Turns out Plusnet still had my mum's old email address she used when first signing up to Plusnet, which hasn't been active for donkeys years, and that's what they gave to EE, which explains why he hasn't had any emails from them ....

[JimM11]

@OriginalBigBri Yes there will be street cabinet work required, find his pair, cut lift and redirect onto the FTTC cabinet that is usually next to the main one, the BT link would show both the old and what to expect if indeed Sogea is available and at what speed. If EE had it down as FTTC connection that can happen as user's drop fttc to move over to fttp, you must also be in an area were you are NOT forced as yet to go FTTP, so as you have not posted your table cannot say.... OR are trying as quick as possible to get user's over on fttp but just not a instant do it now without some planning and Engineering resources....

Highly unlikely you are now going to get any quick fix, so best setup what you can and see what the future brings.

If you look at MY BT as linked the old FTTC and speeds are shown and also at the bottom now off the connection and running FF500 with EE at that time, gone from them now 2 ISP providers later sky/vf...

Pretty sure when the 1st move Sky/EE but already on FTTC conversion would have been to Sogea transparent operation though and early morning 3am switch.

The e-mail address correction would be best done at the EE level, once in the system change, but you could try correcting on his EE ID at the account side.