Switch from Plusnet didn't happen

[smithm36312]

Hi All,

My mother-in-law was due to be switched from Plusnet last Thursday in order to retain her home phone.

She received an email with the switch date and then her new router. However the switch date came and went and absolutely nothing happened, with her Plusnet service including landline remaining operational. She tried calling but wasn't able to access the one time password text so the team refused to discuss it with her. Presumably they won't talk to us on her behalf so we're a little stuck at the moment.

It's obviously not a great start. Can anything be done to find out what's happened short of having her in the same room to help her authenticate on a call. What are queuing times generally like when trying to get through by phone?

[JimM11]

@smithm36312 8am when they open pretty quick later up to an hour or so people say, One Time Password is sent to her mobile phone, she does need to read that back to EE CS for the conformation so EE CS can open up and see the account, but if the mobile is wrong your not getting anywhere with it at all. PN should be able to say what is going on!

You cannot talk at all about the account, EE will just not where that, once she does get past the security, have her register as a vulnerable customer, then you can attach your name to help discuss in the future the account but that is all it is very very restrictive.

If the phone is registered to the account, and the text works correctly by sending then do the following HELP to 66033 sit back have a cuppa and a BT or EE Guide will call you back, you still have to pass security though. Help would check the system out if working or not, so best use the GUIDE to 66033 for the call return.

[JimM11]

@smithm36312 Are you 100% sure that an email from EE was not sent it usually has the heading ""Your service is good to go""

and instructions to changeover the Hub, if you just stick the hub on the line if it does not work it will stay flashing orange if it does work will FW update etc do a reboot and eventually turn Aqua, there is nothing to lose but if it does connect then PN will get cut off, there is NO return to PN once EE see's the hub live.

[smithm36312]

Thank you.

No email entitled "Your service is good to go". Only:

• An email confirming the setup of her direct debit.
• An email entitled "You're moving to EE on 9th July".
• Confirmation of the router dispatch.
• An email on the same day as the router dispatch advising her how to return her kit (Smart Hub Plus) which is presumably the Plusnet router.

And then nothing...

So, I'd assumed that the PN service would stop working at some point on the switch date and we'd have to go and switch the router over for her and plug the phone into it at that point. The switch date email says "and we’ll let you know when to plug it in.", but that instruction never arrived.

Is it the case that the new router needs to be plugged in to precipitate the switch?

[Matt_124 · Accepted solution]

The Smart Hub Plus is an EE router, so it would seem that there has been some sort of issue with the order leading to it being cancelled - assuming she only ever received the one EE router.

The best bet would be to get in touch with EE Customer Services to find out what has happened with the order.

[XRaySpeX]

Let her call EE CS on the Freephone no.(Opt 1) in my sig. 

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

[JimM11]

@smithm36312 How my switch worked but i did get the e-mail, EE took over at 3am the morning off the activation date they supplied you can guess i was well asleep, i had a sky Hub on the connection, at around 8am when i woke up, took a quick look at the sky Hub, it now had been taken over by EE, the wan IP was that off EE/BT, sometime mid afternoon and sky hub still working supplying Broadband as required all this time, i swapped the sky out and the EE Smart Hub 6+ in let it do it's fw updates and reboots etc, 10-15minutes estimated, around the 4/5pm EE shot me an e-mail welcome to EE and the billing direct debit etc al started from this point.....

No user intervention, no waiting on an Engineer etc complete home user swap over, once the EE was on the sky hub was toast at this point no longer able to function on the EE connection at all, but that was to be expected....

As @Matt_124 points out get onto EE CS or even PN try to find out what is going on with it all. Your PN hub is the Equivalent to a stripped down version and EE may just be calling it now by the name you have used.

The email i got from EE around the 5pm mark was ""Check your bill online"", think they seen the EE hub on and connected off they went, but that may just have all been in the pipeline anyway to be done.

[JimM11]

@XRaySpeX From the opening post she could not pass the securities with EE so call got stopped by the CS Agent.

[smithm36312]

Thanks all.

Yes, it will have to be done when we're together as we'll have to help her get the OTP from the text message if that's necessary to authenticate her.

Hopefully it won't entail a lot of waiting around for the call to be answered or a call back.

I don't think she has been switched yet as the PSTN line is still working and the phone number has not been ported to EE digital voice.

[XRaySpeX]

@JimM11 : I don't remember being asked for an OTP when calling BB CS directly, just name, addy, & bits of my pwd.