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?

[smithm36312]

The more I think about this the more I suspect the theory that someone has screwed up and cancelled the order is the right one, hence generating an email encouraging the return of the router on the same day it was dispatched.

It did seem a bit strange that EE was asking for the PN router to be returned. I believe the supplied EE router is a Smarthub 6 or 7 Plus. The PN router is a Plusnet Hub Two, I think.

[JimM11]

@smithm36312 Should be the EE Smart Hub 6+ version and model may be the SH31B, the 7 Plus only works on a FF Full Fibre connection as there is internal modem to connect to the old copper OR Master Phone socket. Link below to the hubs so you can see and check. The EE SH20A is the identical equivalent to the BT Smarthub2 with some slight differences. It is now called the EE Smart Hub with the new EE Naming conventions applied across all there hubs.

https://ee.co.uk/help/broadband/getting-started/compare-our-range-of-broadband-hubs

If/When it does all happen just so you are aware, the Landline Phone when connected to the back of the new EE Hub for DV operation, is not an instant switch, it can take 24-48Hrs for the whole operation to Gel together....

BT/EE/PN although all separate companies are all part off the BT Group, so would not be an issue for them (EE) to take and ask for return of the old PN hub. That's also why PN are advising customers who wish to maintain a landline past the 31st Jan 2027 to go to the EE as the new ISP, far easier for them keeping it all in the family so to speak with NOT having the ETF forced on a customer because PN cannot and will not do DV when the PSTN switch off happens.

Is my switchover to EE still happening? - Plusnet Community

[smithm36312]

Yes, looks like a Smart Hub 6+ from my brief look at it.

Will warn her about the 24-48 hour downtime on the phone. I'm aware it's all BT group and that PN are not offering Digital Voice.

[JimM11]

@smithm36312 Good luck with EE, 100% sure although i did not call them many times in my brief 11 months stint on EE, that when calling they always sent a code to my mobile with conformation off the number given back to the EE CS agent... Do try the 0800 number see if that get's different response EE wise.