Best answer by stephenrand
First thing may be to point out that Pure Planet is a digital-only communication supplier, no call centres. So if being able to speak to someone on the phone is important to you, then you may need to consider whether you really want to switch to Pure Planet. (I hated hanging on forever to speak to someone who often was unable to help, so I prefer PP, but that's me!)
When you switch you receive a welcome pack by email - if you haven't had that, then your switch probably hasn't started. If you do decide to join Pure Planet, try starting the switch again...
Hope that helps