topic Confirmation that my request has been actioned in Broadband

Confirmation that my request has been actioned

greshoff — Sun, 14 Sep 2025 14:03:48 GMT

Hi,

I submitted a request to cancel my service yesterday, however I realized that I needed to retain my service for a little longer while my phone number is ported to a new provider. I called this morning and this afternoon to put a stop on closing my account and was informed that this had been done however, I haven't received any emails to confirm that my service will continue.

I was hoping someone from Plusnet can confirm that my cancellation request has been cancelled and that my service will continue as normal.

Many thanks

Re: Confirmation that my request has been actioned

jab1 — Sun, 14 Sep 2025 14:06:06 GMT

Are you totally cancelling your phone/broadband service, or moving to a new provider?

Re: Confirmation that my request has been actioned

greshoff — Sun, 14 Sep 2025 14:14:02 GMT

I have a new provider but need my Plusnet service to continue in parallel until my phone number is ported to the new provider

Re: Confirmation that my request has been actioned

jab1 — Sun, 14 Sep 2025 14:17:56 GMT

@greshoff You have thirty days from the cessation of your PN service in which to port your number. During those thirty days, the number is in quarantine with PN and any competent VoIP provider can request and action the transfer.

Re: Confirmation that my request has been actioned

greshoff — Sun, 14 Sep 2025 14:33:27 GMT

I have just checked with my new provider and have been informed that the number needs to be active in order to port it

Re: Confirmation that my request has been actioned

jab1 — Sun, 14 Sep 2025 14:37:11 GMT

Who is your new provider? What service are you moving to with them?

@MisterW / @Townman Am I inadvertently talking rubbish?

Re: Confirmation that my request has been actioned

MisterW — Sun, 14 Sep 2025 14:43:40 GMT

@jab1 depends, if @greshoff is moving to a provider with a packaged broadband & 'digital voice' then I suspect they don't like porting quarantined numbers.

Re: Confirmation that my request has been actioned

jab1 — Sun, 14 Sep 2025 14:45:32 GMT

Hadn't thought of that, @MisterW , but as we don't know if they are...

Re: Confirmation that my request has been actioned

greshoff — Sun, 14 Sep 2025 15:00:39 GMT

New provider is Community Fibre and they will supply broadband & 'digital voice services

Re: Confirmation that my request has been actioned

jab1 — Sun, 14 Sep 2025 15:05:28 GMT

Ah - thank you, @greshoff - so @MisterW is correct. When are they due to connect you?

As a point of interest, as the 'gaining provider' they should sort all this for you - you should not have any cause to contact PN.

Re: Confirmation that my request has been actioned

Baldrick1 — Sun, 14 Sep 2025 15:09:46 GMT

Also, the porting of phone number will automatically trigger the cancellation of the Plusnet contract.

Re: Confirmation that my request has been actioned

MisterW — Sun, 14 Sep 2025 15:11:55 GMT

@greshoff @jab1 is correct, assuming your new supplier is using the OTS (One touch switch) system, then they should automatically cancel your PLusnet services when the switch completes.

I suspect you calling to cancel with Plusnet will have prevented the system from starting the switch as a 'cease' will have been placed on your existing service. If that has been cancelled then the new supplier should be able to replace the switch order

Re: Confirmation that my request has been actioned

greshoff — Sun, 14 Sep 2025 15:32:31 GMT

Yes, I realised this after I had submitted my cancellation request hence my request to stop the cancellation happening for the time being.
I was connected yesterday

Re: Confirmation that my request has been actioned

greshoff — Sun, 14 Sep 2025 15:34:36 GMT

Thanks. Hopefully someone from Plusnet will be able to confirm exactly what the situation is

Re: Confirmation that my request has been actioned

jab1 — Sun, 14 Sep 2025 15:38:07 GMT

If CF connected you yesterday, it is too late to request a cancellation of your request to cancel the cancellation of your PN services - that will have started automatically on the transfer of service.

Re: Confirmation that my request has been actioned

greshoff — Sun, 14 Sep 2025 15:37:59 GMT

Thanks, hopefully a Plusnet staff member will be able to provide clarification on exactly what the current situation is

Re: Confirmation that my request has been actioned

greshoff — Sun, 14 Sep 2025 15:38:52 GMT

Many thanks for the responses. They are appreciated

Re: Confirmation that my request has been actioned

greshoff — Sun, 14 Sep 2025 15:41:09 GMT

Thanks, as long as my number is correctly ported over that is fine. I’ll wait for confirmation from a staff member

Re: Confirmation that my request has been actioned

markhawkin — Sun, 14 Sep 2025 17:34:16 GMT

@greshoff

It's water under the bridge now, but using the "one Touch Switching Service" you shouldn't contact the existing service provider.

Also keep a phone plugged into the existing copper service until the number ports. Check you have dial tone and dile numbers until it moves.

Don't let the installer move your phone to their adaptor (or at least keep another phone plugged to the BT line).

There is then some hope of the move going OK.

Re: Confirmation that my request has been actioned

greshoff — Sun, 14 Sep 2025 17:45:39 GMT

Thanks for your input
We have a couple of phones plugged into copper service which have dial tone and the new voip phone is also active through the router