Live date passed with no NOW connection but previous isp still working?

[siriuscat]

The ‘Live’ date for adsl Broadband was yesterday and the NOW hub light is still orange. I’ve called help, tests were done and was told the line is active. An engineer should be sent to check internal wiring.

However, If I plug my previous isp (plusnet) router back in everything works fine. The help line suggested that I should call plusnet to cancel my account with them. Is that not their job? And as plusnet (adsl) is still active, would this affect the Now broadband connection?

Thank you.

[redchiz1]

It will definitely be worth contacting Plusnet to check from their end. Although how you could possibly have two services active on the same line is beyond me, so something is not right. 

[siriuscat]

Its beyond me too. I pretty sure I'm now paying for for 2 ISPs though.

[siriuscat]

It seems to be that NOW haven't being doing their job.

They haven't booked the switch with Openreach. Because of this Openreach wont have contacted Plusnet who in turn do not know I was leaving so have not contacted me. Ofcom rules dictate that I have to be contacted before the switch date so I can refuse the switch if I choose to (cooloing off period).

It is not up to me to contact Plusnet as NOW suggested. It is their responsiblity not mine. Sending an NOW engineer is pointless. You cannot have TWO adsl connections on one line at the same time.

[siriuscat]

Just talked to NOW. They said they are suppling my internet via the plusnet router. This is a lie. Plusnet are still my supplier.

[redchiz1]

Did you ask to keep your existing NOW Plusnet phone number when switching to NOW and was this confirmed? If not, then Plusnet will not have been advised of the switch. 

[siriuscat]

I'm not enrirely sure if I did to be honest. But if they changed my landline number wouldn't plusnet be automatically cut off? I'm not sure. 

After talking to another NOW representative it looks like they have activated my NOW adsl b/band and calls but to a different landline number to mine. I still have my plusnet number so when I call NOW from my landline, the line tests the do are coming back as OK but they aren't testing my number, they're testing someone elses line. Am I now paying for somebody else's b/band and calls? Is this even possible!?

I've been told they can't arrange an engineer as its too close to the going live date but the problem has been escalated. I'm waiting for a call. Hopefully they call the right number. Thanks for your reply.

[chilli2]

If the plusnet router is working then plusnet are supplying you, this should state your isp https://www.speedtest.net/   for now it will read as sky.

 It would appear that for whatever reason the migration to now has not gone through

[siriuscat]

I appreciate the link. Plusnet is still my isp.

According to NOW advisors the adsl NOW broadband and calls package was sucessfully activated yesterday. I also think it has been activated but unfortunately to a different phone number than mine. I'm not sure how this can even happen but it is what I've been told.

[redchiz1]

It can happen. You need to cancel with Plusnet directly. 

[Jayach]

The only problem with cancelling PlusNet directly is that you risk downtime, and possibly losing the phone number.

I think part of the problem is that @siriuscat is on ADSL, the Ofcom rules seem to apply specifically to VDSL(FTTC) connections.

[redchiz1]

The Ofcom rules apply to any connection carried over a phoneline, which includes ADSL and VDSL. Unfortunately if you do not ask the gaining provider to take your existing phone number you can get caught up in this kind of mess. 

[Jayach]

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@redchiz1 wrote:

Unfortunately if you do not ask the gaining provider to take your existing phone number you can get caught up in this kind of mess. 

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That would make sense, the phone number would identify the the correct line on the Openreach database specifically.

[siriuscat]

I was quite OK with them changing the landline number to a new one,  but they didn't. I still have my original landline number. I also think I could renew my contract with Plusnet and would NOW even know? (i wont do this until sorted by the way). But the more I think about it the more bizarre it gets.

[Jayach]

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@siriuscat wrote:

I was quite OK with them changing the landline number to a new one,  but they didn't. I still have my original landline number. 

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How do you know you still have your original number, if you are not yet on Now?

[siriuscat]

I called myself.

I also called the other mystery landline number that NOW have activated. It was engaged at first then later on it did ring. So it seems to be a legit number (I hung up before it was answered). 

[redchiz1]

If you still have your previous landline number then you are clearly still with Plusnet and there really is no way that NOW should be charging you. Get back to them with this information. 

[siriuscat]

Yes I checked who is my ISP and its 100% plusnet. I eventually (4 calls) convinced a NOW advisor of the unusual problem. He still couldn't quite get his head around it but was very apologetic. He said there was no point in doing a line test as its not my line so he escalated the issue to someone higher. He is hoping to reply Sunday.

[redchiz1]

OK, do keep us posted. What a saga!

[siriuscat]

Will do and thanks for the support!

[siriuscat]

I've been charged the monthly NOW broadband fee today for someone elses connection. This needs to be stopped.