topic Re: SoGEA and 3rd Party VoIP in Broadband

SoGEA and 3rd Party VoIP

GwentLarry — Sun, 31 Aug 2025 10:35:19 GMT

So, I'm not any sort of comms expert but probably more competent than most ordinary broadband users. I've been looking into my options for moving to a digital voice landline. I think I've got a reasonable idea of the basics but I'm still missing some of the detail.

Currently, I have Plusnet broadband and PSTN phone from Plusnet on a FTTC connection.

"Digital Voice" is currently being implemented in the rural area where I live. Because of poor/non-existent mobile coverage, I need to maintain a voice landline. Plusnet are not currently offering a "Digital Voice" option but instead suggest customers switch to BT/EE which I am not going to do for various reasons.

I similarly have no inclination to move to one of the other big providers who are providing "Digital Voice" so my plan is to move my voice landline to a 3rd party VoIP provider but I want to port my existing landline phone number.

I want to end up with broadband and a 3rd party VoIP landline. I don't especially want to replace my existing modem which has no FXO ports but am happy to get a dedicated VoIP phone which plugs straight into an ethernet port on my existing modem.

I have been told that to port the number without losing my broadband connection, the broadband needs to be a SoGEA line. This is available from my exchange but I'm pretty sure I don't currently have a SoGEA connection.

How do check definitely if I have a SoGEA connection of not?
If not, how do I get Plusnet to move my line to a SoGEA connection?
I have seen it suggested that moving my line to a SoGEA line will require a new contract. Is this correct?
What I don't understand is that on being moved to a SoGEA line, I think I lose the vocie landline immediately anyway? Is this correct or can my Plusnet voice landline be maintained while I sort out a 3rd party VoIP?

So, basically, how do I move from my current arrangement (broadband and PSTN landline) to broadband and 3rd party VoIP, preferably without any loss of a voice landline although I'd accept that for 2 or 3 days?

Thank you

Re: SoGEA and 3rd Party VoIP

jab1 — Sun, 31 Aug 2025 10:56:43 GMT

@GwentLarry wrote:

How do check definitely if I have a SoGEA connection of not?

If not, how do I get Plusnet to move my line to a SoGEA connection?

I have seen it suggested that moving my line to a SoGEA line will require a new contract. Is this correct?

What I don't understand is that on being moved to a SoGEA line, I think I lose the vocie landline immediately anyway? Is this correct or can my Plusnet voice landline be maintained while I sort out a 3rd party VoIP?

So, basically, how do I move from my current arrangement (broadband and PSTN landline) to broadband and 3rd party VoIP, preferably without any loss of a voice landline although I'd accept that for 2 or 3 days?

Thank you

(1) If you currently make calls on your landline, you are not SoGEA, which is broadband without a phone component.

(2) You call them up and request a transfer.

(3) Don't know, but I don't see why - you are retaining the BB service. However, don't take my word for that.

(4) When you receive confirmation that your service has been transferred to SoGEA, you then have 30 days to transfer your number to the VoIP supplier of your choice.

Re: SoGEA and 3rd Party VoIP

GwentLarry — Sun, 31 Aug 2025 10:59:44 GMT

This is why I want a detailed email discussion with Plusnet customer support …

Re: SoGEA and 3rd Party VoIP

MisterW — Sun, 31 Aug 2025 11:03:29 GMT

@GwentLarry

How do check definitely if I have a SoGEA connection of not?

SoGEA is the technical term for FTTC broadband without a phone service. You currently have FTTC broadband WITH a phone service. Plusnet call the Unlimited Fibre or Unlimited Fibre Extra. Plusnet call the SoGEA service just Fibre ( confusing isnt it!)

If not, how do I get Plusnet to move my line to a SoGEA connection?

You change your product to Fibre as detailed above

I have seen it suggested that moving my line to a SoGEA line will require a new contract. Is this correct?

It will, its a product change and any product change will invlove a new contract.

What I don't understand is that on being moved to a SoGEA line, I think I lose the vocie landline immediately anyway? Is this correct or can my Plusnet voice landline be maintained while I sort out a 3rd party VoIP?

You are correct, you will lose your landline phone service once the product change to Fibre(SoGEA) is completed. You then have 30 days to retain the phone number whilst you transfer it to a third party voip service. You will likely be without phone service for a few days whilst the number port to voip is processed.

edit: @jab1 beat me to it.

This is why I want a detailed email discussion with Plusnet customer support …

Not going to happen I'm afraid. Plusnet will explain the change to Fibre and the removal of the phone service , but what happens in regards transfer to voip is nothing to do with them , its the new voip providers responsibility

Re: SoGEA and 3rd Party VoIP

jab1 — Sun, 31 Aug 2025 11:05:00 GMT

The advice @MisterW and I have given you is more than you would probably get from PN CS - their response would be 'transfer to BT/EE'.

Re: SoGEA and 3rd Party VoIP

GwentLarry — Sun, 31 Aug 2025 11:05:20 GMT

My understanding is that there is more to that SoGEA than just being FTTC without a PSTN line …

One person saying SoGEA needs a new contract, another saying the see no reason for a new contract …

To repeat, this is why I want a detailed email discussion with Plusnet customer support.

Re: SoGEA and 3rd Party VoIP

GwentLarry — Sun, 31 Aug 2025 11:08:47 GMT

Well, I guess if Plusnet are going to be that unhelpful, I should move everything to somebody like VoIPfone who can supply broadband as well as 3rd party VoIP

Re: SoGEA and 3rd Party VoIP

Baldrick1 — Sun, 31 Aug 2025 11:09:25 GMT

@GwentLarry wrote:

This is why I want a detailed email discussion with Plusnet customer support …

What is it that you require from this discussion? The move to SoGEA involves Plusnet cancelling the landline element of your service. This triggers the return of your telephone number to the original Range Holder, presumably BT. That is the end of Plusnet’s involvement.

Recovery of the number, which is held in quarantine for 30 days, is the responsibility of your chosen VoIP provider.

Re: SoGEA and 3rd Party VoIP

jab1 — Sun, 31 Aug 2025 11:09:48 GMT

SoGEA is merely Broadband without the phone component - end of.

I apologise for my initial uncertainty over the contract position - I did say don't take my word for it and @MisterW has corrected my mistake.

Re: SoGEA and 3rd Party VoIP

bmc — Sun, 31 Aug 2025 11:22:21 GMT

@GwentLarry

You can phone the PlusNet Customer Options Team on 0800 013 2632 to see what your optons are.

I'm afraid down time on the phone cannot be avoided. As soon as you switch to SOGEA the line loses the ability to offer a landline connection. Until you switch to SOGEA your PN connection is controlled by your phone number. If you move to VOIP too soo you can lose your account.

Digital Voice is merely the name of the BT Retail VOIP option. They may be implementing it in your area but only for BT / EE accounts.

Depending on phone usage A&A may be worth a look. They are reasonably cheap so long as you don't make excessive phone calls (no call plan). https://www.aa.net.uk/voice-and-mobile/voip-information/

Remember VOIP doesn't work during power cuts unless you havea backup power supply for both the router and any ATA / digital phones.

You'll probably need an Analogue Telephone Adapter (ATA) for your phone. Depending on who you choose for VOIP they may supply one as part of the package.

Brian

Re: SoGEA and 3rd Party VoIP

GwentLarry — Sun, 31 Aug 2025 11:23:12 GMT

I want to know while remaining with Plusnet for broadband how I setup 3rd party VoIP provision while keeping my existing landline phone number.

I don't want to permanently lose my current landline number or be without a landline for more than a few days.

And I want whatever process is required to be detailed in writing officially by Plusnet so if there are problems, which it sounds like there might well be, especially losing my landline number, I can go back to Plusnet and make a formal complaint and then move on to Ofcom if Plusnet fail to resolve the problem.

I was messed around very badly by BT some years ago when I moved house, losing both my landline and broadband for days both when I moved in and signed up to BT and then 12 months later when I moved away from BT to Plusnet.

I really don't want a repeat.

Re: SoGEA and 3rd Party VoIP

Baldrick1 — Sun, 31 Aug 2025 11:25:41 GMT

@GwentLarry wrote:

Well, I guess if Plusnet are going to be that unhelpful, I should move everything to somebody like VoIPfone who can supply broadband as well as 3rd party VoIP

Just about every ISP will offer you a transfer of both voice and broadband without any significant loss of the phone service. Plusnet are the exception due to being the no frills part of the BT empire. One advantage of staying with Plusnet is that if you are part way through a contract the change will not trigger any early termination charges.

Re: SoGEA and 3rd Party VoIP

Baldrick1 — Sun, 31 Aug 2025 11:34:08 GMT

@GwentLarry

You appear to be missing the point that there is only one way that Plusnet can answer this:

If you want to keep your landline number they will arrange to transfer you to EE. If you move to Plusnet SoGEA then the future of your landline number is entirely your responsibility.

Re: SoGEA and 3rd Party VoIP

bmc — Sun, 31 Aug 2025 12:22:43 GMT

@GwentLarry

Do you use PN email and / or any other add ons that may have been available if the past?

Moving to an ISP that does both both phone and internet is the easiest way of going to VOIP as they supply the equipment required and there should be little down time on the service.

If you go to an independant VOIP supplier your phone could be down for up to a week. It's one of those where there is no set time for the transfer. You are responsible for any equipment required and getting it to work.

I mentioned A&A previously. They have a good FAQ section on VOIP. Although it costs a bit more you can also set your account up in advance with a generic number to ensure your phone works with VOIP and when the time comes you port in your main number. Once that happens you can cancel the generic number.

While it is sensisble to research the subject you can remain on your current service until such time as either PN tell you to do something with your phone or you near the end of your current contract. Even then, you may be able to renew "as is"

Brian

Re: SoGEA and 3rd Party VoIP

GwentLarry — Sun, 31 Aug 2025 13:30:59 GMT

@bmc

@bmc wrote:

@GwentLarry

You can phone the PlusNet Customer Options Team on 0800 013 2632 to see what your optons are.

I'm afraid down time on the phone cannot be avoided. As soon as you switch to SOGEA the line loses the ability to offer a landline connection. Until you switch to SOGEA your PN connection is controlled by your phone number. If you move to VOIP too soo you can lose your account.

Digital Voice is merely the name of the BT Retail VOIP option. They may be implementing it in your area but only for BT / EE accounts.

Depending on phone usage A&A may be worth a look. They are reasonably cheap so long as you don't make excessive phone calls (no call plan). https://www.aa.net.uk/voice-and-mobile/voip-information/

Remember VOIP doesn't work during power cuts unless you havea backup power supply for both the router and any ATA / digital phones.

You'll probably need an Analogue Telephone Adapter (ATA) for your phone. Depending on who you choose for VOIP they may supply one as part of the package.

Brian

Thank you.

I accept there will be a certain amount of downtime on the landline, a few days isn't a problem but I'm worried it will be longer and I'm especially worried that I'll lose my existing phone number.

I realise Digital Voice is just BT's name for its proprietary VoIP provision. That others of the big providers are also calling their proprietary VoIP provision "Digital Voice" had me confused for quite some time …

I've been checking out A&A as well, plus a few other VoIP providers - VoIPfone is currently my preferred option.

Yes, I know all about the problem of "Digital Voice" and power cuts - as well as living in a rural area, we get a lot of power cuts as well. Most no more than a minute or two but 1-2 hours happens 2 or 3 times a year. Fortunately, we have a house battery which powers the house during power cuts. Modems, etc keep working - always assuming the exchnage keeps working …

Happy to get a dedicated VoIP phone.

Re: SoGEA and 3rd Party VoIP

bmc — Sun, 31 Aug 2025 14:47:04 GMT

@GwentLarry

Just make sure whoever you choose can handle the port of "ceased" numbers. In the past some haven't been able to.

As to the port itself, make sure you don't do anything until you receive confirmation from PN that your account change (to SOGEA) has completed.

Brian

Re: SoGEA and 3rd Party VoIP

MisterW — Sun, 31 Aug 2025 14:56:25 GMT

Fortunately, we have a house battery which powers the house during power cuts. Modems, etc keep working - always assuming the exchnage keeps working …

@GwentLarry the exchange will, it has battery backup and a backup generator. However the local green cabinet only has battery backup for 30-40 minutes. Since you will be on a SoGEA connection via that cabinet, then your internet connection will only last for 30 - 40 mins. If it was an FTTP (Full fibre) then its a passive optical network so is powered from the exchange.

Re: SoGEA and 3rd Party VoIP

Marsh — Mon, 01 Sep 2025 14:02:14 GMT

Hey @GwentLarry,

When it comes to SOGEA with us and a 3rd Party VOIP provider, as mentioned by other users, it would be the VOIP provider's responsibility to port the number. Once your SOGEA product change is completed, it will be in quarantine for 30 days, which is plenty of time for the new provider to take the number.

This is why I want a detailed email discussion with Plusnet customer support …

Unfortunately, the only support methods that are not over the phone are X, Facebook, Instagram, and this Forum. I can see from your other post regarding X Support. We have been extremely busy on all social media platforms, and we will be in touch soon.

Re: SoGEA and 3rd Party VoIP

ogawd — Mon, 01 Sep 2025 15:46:47 GMT

@Marsh wrote:

Hey @GwentLarry,

When it comes to SOGEA with us and a 3rd Party VOIP provider, as mentioned by other users, it would be the VOIP provider's responsibility to port the number. Once your SOGEA product change is completed, it will be in quarantine for 30 days, which is plenty of time for the new provider to take the number.

This is why I want a detailed email discussion with Plusnet customer support …

Unfortunately, the only support methods that are not over the phone are X, Facebook, Instagram, and this Forum. I can see from your other post regarding X Support. We have been extremely busy on all social media platforms, and we will be in touch soon.

I'm in the same position as the OP, but when I contacted PN earlier today by phone to ask about SOGEA, I was told I could not transfer to SOGEA.

What is going on? Why are PN cutomer support saying this?

Re: SoGEA and 3rd Party VoIP

jab1 — Mon, 01 Sep 2025 15:59:55 GMT

@ogawd What service do you currently have, and what does https://www.broadbandchecker.btwholesale.com/#/ADSL/AddressHome say is available to you?