topic Re: When will my business line cease to operate? in Business

When will my business line cease to operate?

sr01 — Wed, 30 Aug 2023 19:50:26 GMT

I've done nothing about moving some of my business lines away from Plusnet.

Does anyone know the exact date they will stop working?

Surely Plusnet can give out a straight answer to a simple question.

Re: When will my business line cease to operate?

pjmarsh — Wed, 30 Aug 2023 20:15:50 GMT

There hasn't been any date announced as of yet, so won't be any time too soon. Next Tuesday though is the last day that you can transfer your landline to another supplier, due to an Openreach Stop Sell. You would still be able to transfer your number to a VOIP service, though this may need to be a bit more coordinated from you, and may mean some downtime depending on where you go and what you do with it.

Re: When will my business line cease to operate?

sr01 — Wed, 30 Aug 2023 20:27:21 GMT

Hopefully I can transfer a working broadband line to another provider other than BT with no early termination fees.

Or possibly order a new line and service then close Plusnet down, again with no charges.

Fortunately I'm not too concerned about the phone line / number, just the bb service.

Re: When will my business line cease to operate?

Penny — Wed, 30 Aug 2023 20:40:15 GMT

@sr01 wrote:

I've done nothing about moving some of my business lines away from Plusnet.

Does anyone know the exact date they will stop working?

@sr01 Someone kindly sent me a copy of the 12/06/23 e-mail sent to all business customers. I *think* all that's being said is:

If you wish to retain your existing landline service you’ll need to migrate your service from Plusnet Business before the 5th September 2023.

... ie to switch to getting a landline service from another provider, that move has to be done by 5th September. *but* (theoretically) the landline as part of the current PN business account will not be lost until PN *closes* that business account (whenever they finally decide to fix a date) (if I've understood correctly).

... I am not sure of what BT is offering in that regard (had thought was only a 'digital' -type option, but retaining the landline *number*) - *but* (again if I've understood correctly), a PN residential account set up before 5th September could still have a landline component. Albeit no vat invoices, which scuppers things for most businesses

... the above is just my take on the overall situation (I'm just another customer).

Just seen your further reply:

>> Hopefully I can transfer a working broadband line to another provider other than BT with no early termination fees.

>> Or possibly order a new line and service then close Plusnet down, again with no charges.

.. so the post - for business customers - at https://community.plus.net/t5/Business/Plusnet-to-stop-providing-business-broadband/m-p/1933120/highlight/true#M5320 - "The following clarification has been received from PlusNet 08/08/23"

(and the rest of that thread) may be of interest, also.

Re: When will my business line cease to operate?

carl0s — Fri, 01 Sep 2023 18:43:00 GMT

I'm starting to feel really stressed out.

I have about 53 PN accounts that I manage for my customer, and a few other random ones for other customers.

We are transferring what we can, but some have been caught in stop-sell areas (nothing to do with the nationwide 5th September stop-sell, just Fibre Priority exchanges where FTTP installs are tricky due to the fit-out within the shop).

I keep hearing rumours that 'lines will cease on 5th September', which does not make sense. As per the emails above, 5th September is only a special date for migrating phone services to another supplier.

but I have had tickets raised on 2 of my plusnet accounts by BT and EE sales people telling me that services will cease on 5th September.

I spoke to a customer support person last week who was surprised at the content of those tickets, and said don't worry, we will not be cutting you off on 5th September.

However, today I called PN to ask to cancel a Business Fibre line that isn't in use any more, and the chap had difficulty getting me through to the right team, but said "it's OK, it will cease on 5th September anyway due to us closing the business side"

I have about 49 lines that are migrating away, and due to complete between 7th and 11th Sept, but a handful are stuck due to the above Fibre Priority Exchange stuff.

What actually is going on? There has not been any communications from Plusnet stating that 5th September is a cease date. Only that due to the stop sell, we would need to have orders placed with OR before that deadline if we want to keep copper phone service.

Re: When will my business line cease to operate?

Penny — Fri, 01 Sep 2023 19:12:13 GMT

@carl0s wrote:

I'm starting to feel really stressed out.

... I keep hearing rumours that 'lines will cease on 5th September', which does not make sense. As per the emails above, 5th September is only a special date for migrating phone services to another supplier.

but I have had tickets raised on 2 of my plusnet accounts by BT and EE sales people telling me that services will cease on 5th September.

... However, today I called PN to ask to cancel a Business Fibre line that isn't in use any more, and the chap had difficulty getting me through to the right team, but said "it's OK, it will cease on 5th September anyway due to us closing the business side"

... What actually is going on? There has not been any communications from Plusnet stating that 5th September is a cease date. Only that due to the stop sell, we would need to have orders placed with OR before that deadline if we want to keep copper phone service.

This topic has been escalated by one of the Superusers in trust that one of the PN team here will step in and provide some constructive answers. Promptly.

Re: When will my business line cease to operate?

carl0s — Mon, 04 Sep 2023 11:52:38 GMT

There doesn't seem to be any point in me phoning Plusnet for clarification does there. I did just try, but I think I was diverted off to BT, from Plusnet, and it just rang out. But I'm not sure I would get somebody who actually knows. I suppose I just have to wait and see ?

Re: When will my business line cease to operate?

techion — Mon, 04 Sep 2023 12:00:59 GMT

After getting no clear information from Plusnet, I've pretty much resigned myself to the "wait and see" approach now. I've sourced a backup internet solution just in case things go west, but honestly, I feel that we should be considering lodging complaints with Ofcom en masse about the diabolical lack of communication and clarity surrounding this issue.

My understanding is still that the 5th of September is a "stop sell" date, where people can no longer order phone lines, and as such expect my services to continue for the short term until further cease information is communicated.
I've had no communication about anything ceasing other than an implied message from a BT/EE salesman.

Re: When will my business line cease to operate?

carl0s — Mon, 04 Sep 2023 12:03:19 GMT

You are in exactly the same position as me then, except I have about 55 separate PN accounts, and only two of them have had the BT / EE sales person threatening to cut off if I don't phone or email him to move to them before 5th September.

The other 53 accounts have not.

Re: When will my business line cease to operate?

MatthewWheeler — Mon, 04 Sep 2023 18:13:15 GMT

Hi all I'm really sorry for any confusion this has caused.

We're not ceasing anybody directly tomorrow but tomorrow is the cut-off for traditional phone lines to be installed hence the communications mentioning this date.

I've passed the feedback on regarding this experience to the relevant people to make sure these mistakes don't happen moving forward.

Apologies again for any inconvenience caused

Re: When will my business line cease to operate?

carl0s — Mon, 04 Sep 2023 18:37:25 GMT

Thanks. My state of panic is finally over, at the 11th hour.

FYI:

The reason I will not go near BT (rather, BTLB), is not too dissimilar to this experience. Maybe one day I'll do a blog post about my experience with the independent commission-driven telecom reseller who trades as 'BT Local Business' in my area.

I would have just ignored both the BT sales person, and the EE one, but then fact that I was told "Don't worry, you don't need to cancel that business account, they're all closing on 5th anyway" when I called Plusnet, certainly ruined my weekend.

Re: When will my business line cease to operate?

mash5343 — Mon, 04 Sep 2023 18:58:36 GMT

We have Gigaclear fibre being installed into the village currently and I've signed up.

It may be a couple of months away though so I'm just going to stick with PN business and hope for the best! The consequences of doing nothing are (deliberately I assume) vague so I think I'll get away with it.

Re: When will my business line cease to operate?

techion — Mon, 04 Sep 2023 21:32:12 GMT

Same shady bully-boy sales tactics from the EE guy using Plusnet's own ticket system!

Inferring that people will be without service after 5th September. Disgusting business tactics.
Off the back of this I've spent money implementing a backup service because Plusnet have dragged their heels clarifying the situation.
This definitely deserves escalation!

Re: When will my business line cease to operate?

carl0s — Mon, 04 Sep 2023 21:44:26 GMT

Same here.

They can't even get the name Plusnet right.

Re: When will my business line cease to operate?

mash5343 — Tue, 05 Sep 2023 08:49:14 GMT

Exact text from letter received a couple of weeks ago:

What's Changing?

As well as Plusnet removing its business services, the whole of the UK is currently in the process of switching to digital. Any provider who uses the Openreach network, including Plusnet, will no longer be able to place orders for new services that run over traditional analogue telephone lines from the 5th September 2023*.

This means that if you wish to retain your existing landline service and remain on the same technology, you need to migrate your service from Plusnet Business before the 5th September 2023.

Re: When will my business line cease to operate?

mash5343 — Tue, 07 Nov 2023 07:35:04 GMT

Another letter received a week ago:

We wrote to you previously to advise you of the decision to close Plusnet Business and
its broadband, phone and email services.

As you are still yet to migrate your service away from Plusnet, we are now asking you to do so without delay.

We understand that your service may still be in contract, so we will waive any early termination fees associated with cancelling or moving your service away from Plusnet.

Re: When will my business line cease to operate?

Townman — Wed, 08 Nov 2023 14:37:48 GMT

Received the same. An end date has not been announced but call desk staff are speculating!!

Re: When will my business line cease to operate?

sr01 — Thu, 09 Nov 2023 09:34:28 GMT

I was told yesterday (BT Sales contacted me) that the business service finally ceases in March.

Plusnet need to simply confirm an end date.

Re: When will my business line cease to operate?

Townman — Thu, 09 Nov 2023 13:10:04 GMT

Or BT Business need to butt out with their scaremongering tactics? Plusnet Business services do not close until PLUSNET announces that they are ceasing.

There is a contractual agreement between Plusnet and their business users - termination of such is a matter between those parties, not BT Business who have no concern other that grabbing business.

Re: When will my business line cease to operate?

carl0s — Thu, 09 Nov 2023 13:24:08 GMT

Yes you're quite right, they don't know anything and there is no actual cease date yet.

I had one sales person pushing me to move one of my last accounts to BT. but as it happens it's a residential address, and it's paying out of contract (£59) for FTTC!

So I was grateful for the call and said I'd just move it to full-fibre with residential. He was not happy :shrug:

He did tell me they have been told to up the ante because they still have 12,000 people not moved away, so they are attacking that list.

His manager told him they were stopping everything at the end of the month. Yeah right. I don't think so.

I have a couple of other coffee shops who are in Fibre Priority areas, where it is not possible to move the existing FTTC to another provider (including BT or EE!), and so I have placed FTTP orders with my new supplier. These orders have been dragging on for 2 months now, one waiting for a wayleave grant from a neighbouring property, and not getting anywhere, and the other waiting for the council to allow roadworks to clear a duct blockage.

Given that Openreach will not allow copper orders or migrations at these premises, there is no way of moving from plusnet at all. So they must keep this in mind when trying to get rid of customers.

I am finding that if you explain to the BT sales people that you have move aways in progress but they are delayed with Openreach, they are fine with that and suddenly stop trying to scare you about being cut off.