Changing to Plusnet

Mr_Forgetful

I am having a spot of trouble with Plusnet and just wanted other opinions. I recommended a change, for my outlaws from TalkTalk to Plusnet, and filled in the online forms. They wanted to keep their old number and everything seemed like it was in Plusnets hands. Should the end to end process be handled by Plusnet, including the transfer and disconnection of the old?

It seems that months later they have lost their old number and have been paying for the 2 services. Plusnet say we should have got the mac code and handled the disconnection. Talk talk say Plusnet should have advised them to disconnect. My outlaws are in their eighties and nowhere does it say, that we can find, that they needed to talk to their old ISP. Does anyone know the correct procedure as a Plusnet manager is phoning me tomorrow and I would like to know how it should work. Plusnet say we are at fault. Talktalk say Plusnet should have spoken to them.

Who to believe? Do you ever wish you hadn't bothered?

G_M

Your outlaws need not worry. As outlaws they are beyond the law anyway, so whatever happens they are likely to be hung eventually anyway. Unless they can successfully escape to Sherwood.

More seriously, the answers are all on Plusnet's website here:

1. I already have broadband, how do I switch?

Simply go to our Switch page and we'll guide you through the process of moving your broadband to Plusnet.
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2. What is a low cost area?

There are 3 different categories for UK telephone exchange areas - Market 1, Market 2 and Market 3.
Which one of these categories your area falls into determines the price you pay for broadband. Where there's more competition in an exchange between different providers, we can offer you better pricing. This is known as a 'low cost area'.
Find out more about the exchange areas and see which one you live in by reading our Guide to Low Cost Areas.
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3. Will I stay online until I'm connected to Plusnet?

Yes, you'll still be able to do all the things you normally do online whilst we switch your broadband (and phone service, if you've chosen Home Phone) over to Plusnet. If you've signed up but not yet given us a MAC Key to move your broadband you'll need contact us with this so we can progress your activation.
Once we've let you know your service is ready you'll need to set up your hardware, activate your broadband connection and log in to your new service. Installation is very straightforward and we have lots of step-by-step setup guides to help you.
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4. Do I need to contact my current provider?

Yes, you'll need to give them a call to get a MAC Key (also called a MAC Code). The key will let you switch your broadband to Plusnet, without it you won't be able to move to us. To help you we've listed telephone numbers for all the major broadband providers below. Once you've got your MAC Key go to our Switch page, we'll tell you what to do next.

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As for your INlaws phone number, see here:

5. If I transfer my line to Plusnet, will I keep my number?

Yes.
In some extreme cases this might not be possible. In the event of this, we'll contact you to discuss your options before starting the transfer.

KathysBoy

I changed to Plusnet last year, and unless you have a new (or clean i.e broadband free) line they cannot transfer the service without a mac code, which can only be obtained by you. They cannot obtain on your behalf, as it requires you to contact your old provider, tell them you want a mac code, which means you're leaving and terminating your contract.

I was transferring from Sky, so had some problems (lol - don't get me started on that), but I had regular emails and messages from Plusnet saying they needed the mac code to complete the transfer. What I'm not clear about, is that, as far as I am aware they will only start to charge you when they can provide the service, which as I stated earlier requires either a mac code, or a new line.

Mr_Forgetful

Thanks both. It seems we didn't know about the MAC code and that may have accounted for the reason for a few mistakes. They ended up with another phone number as they were told TalkTalk wouldn't let go of their old number . I guess that is because the old service was still assigned to their old number and if they had known it was up to them to get it disconnected then they could have kept the number and it would have been over weeks ago. They now have to pay for the 2 rentals for the month.

I'm a bit annoyed with the whole process as I spoke to the Plusnet guys many times too. They just said that it was locked and never let on this was the reason. I'm very disappointed with the customer service as this was part of the reason for the move from TalkTalk. A lot of the instructions from Plusnet seemed to have come through the email but my outlaws were cut off from their broadband service quite early on and couldn't access their email for weeks. Sometimes you just wish that people would phone you. It's not a slick operation by any means.

You can't win them all....

G_M

Generally I find Plusnet both helpful and efficient. I think you've been unlucky There are exceptions to every rule. Hopefully going forward your inlaws will have no more problems, and if they do Plusnet will sort them.

Plusnet do have a preference for doing things online - reporting problems etc, which obviously didn't work while your inlaws were cut off, but they do have phone reporting to: it's UK based (not India!), polite and generally efficiient. Worth keeping a note of the number. Although 0845, it's free for Plusnet customers providing you call from your home phone.

0845 140 0080

or if your phone's not working and you have to use another phone, try freephone 0800 0731120 - it's Sales but they should transfer you.


0800 0731120