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]

@XRaySpeX How do you think that EE knows where to test the Home from a text message? 

[XRaySpeX]

@JimM11 : Good point!

[JimM11]

@XRaySpeX I only used it Once to be sure that it worked right at the start when i had all the FTTC issues with the 6+ hub on the connection, once EE tested and the Guide called me back, i asked them to e-mail the HomeView+ pdf file, that way i could double check that they were in fact testing the correct home as ALL the devices do show up on that report.

As the OP is a plusnet user, his number registered to his dad's account in theory he should be able to get his dad's home tested... I could not do it for my Sister's home as i was already an EE customer at the same time although on the Vulnerable Register for EE to talk, that just did not go well at all....

[Peter_W]

Hi there, @OriginalBigBri 

Whilst I'm glad to hear Openreach are still on the case with these issues, I'm still concerned about the overall experience your father has had with his switch.

I've just sent you over a private message so we can take a few more details around this.

Speak soon,

Peter 

[JimM11]

@Peter_W Thank you for picking up on the post.👍👍

[bobpullen]

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@OriginalBigBri wrote:

The router flashing orange is exactly as it was since last Friday. I logged onto the router web UI last Friday afternoon and it said "connected to internet", so I think it's always been an EE problem. I explained this all very clearly to them.

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So, to be clear: the router UI says you're connected to the Internet but the LED is flashing orange? That's bizarre if so. A flashing orange LED suggests no sync with the local cabinet which would outright prevent a connection to the Internet.

The two things can't coexist 🤯

[OriginalBigBri]

I believe the flashing orange means it's failing to authenticate to EE. 

Openreach were back out yesterday and have reported back to EE. I spoke to someone there yesterday and they are sending someone else out on Monday, because they think it might be another problem that needs to be fixed in the premises. No idea what that is, as the connection is just 2 wires. Anyway, we'll see where he is after that.

[JimM11]

@OriginalBigBri Although i no longer have an old FTTC connected page, i did post up a FTTP status for connected, take a look and see if that is what you seen or similar, see the linked page.

Re: Broadband connection to Pro Hub dropping several times a day - The EE Community

[OriginalBigBri]

Thanks @JimM11 but I am 200 miles away from the hub now and have no way of getting access. The chances of me talking my dad through it are slim to none. 😒

[JimM11]

@OriginalBigBri Was more if you recognised the page, as @bobpullen pointed out connected and flashing just do not go together hand in hand so to speak.

It did take me over 3 months to get the EE Smart Hub 6+ squared away on the FTTC connection, not the same issue that you have, it just would not hold sync speed at all, bad connection eventually on the incoming cable, took a dedicated OR Engineer to back trace it all 4 hours, lift and split, eventually direct crimp the AB terminals together at an 50 year old GPO termination box, errors instantly went to zero. Sky hub never once complained but the EE as soon as it hit the connection on day one spotted it, just took a lot of convincing OR connection issue, EE was on speed dial every two weeks... Hub was perfect so i never allowed it to be swapped out as zero need for that.

Hopefully OR do get to the bottom of it, dragging on a bit now, but the ADSL to FTTC move is involved cabinet work connections etc, and then all the software side has to be correct with the never mind the connection side as well... Think there was a lot taken for granted right at the start, Engineer should have been in the home plugged in and testing direct back to the street box finding the correct pair, but OR do have real good documentation as long as it is kept on top off.

From earlier in the thread ""he was getting 57mbps"" so he's within the 4-600Metre range from the street boxes.