topic Full fibre and phone line help in Full Fibre

Full fibre and phone line help

Sarah10 — Tue, 26 Jul 2022 08:02:01 GMT

I am going through to process to upgrade to fibre at it says:

Re: Full fibre and phone line help

MisterW — Tue, 26 Jul 2022 08:05:03 GMT

Or does it mean I am completely giving up my landline and losing the phone number, and use of physical landline phone?

Yes, it means exactly that. Currently, Plusnet are not offering a phone service with Full Fibre

Re: Full fibre and phone line help

jab1 — Tue, 26 Jul 2022 08:06:00 GMT

@Sarah10 If you go Full Fibre (FTTP) with Plusnet, you lose your land-line phone number, and there is currently no way round this.

Re: Full fibre and phone line help

DelT — Tue, 26 Jul 2022 09:07:09 GMT

If you are prepared to change to a new number then by using an Analogue Telephone Adapter between your phone (or DECT base) and a LAN socket on your router you could use a 3rd party VOIP service such as Sipgate. Unfortunately at present PN does not allow you to port your present number without closing the account.

Re: Full fibre and phone line help

Gandalf — Thu, 28 Jul 2022 10:07:22 GMT

Hi there,

Just to confirm that if you upgrade to full fibre with us then you'll lose your phone line and number.

If we sign you up to BT instead though you'll be able to keep your telephone number. I'd recommend calling our Customer Options Team on 0800 013 2632 if you'd like to go ahead.

Re: Full fibre and phone line help

cocowalla — Fri, 29 Jul 2022 09:53:47 GMT

Is losing your number a permanent "feature", or are PlusNet going to resolve this so folk can switch to FTTP without losing their number?

Re: Full fibre and phone line help

Gandalf — Fri, 29 Jul 2022 10:05:02 GMT

I don't know I'm afraid but this is currently the way it is.

We'll happily sign you up to BT if you'd like to keep your number as they can provide a Digital Voice service.

Re: Full fibre and phone line help

RobPN — Fri, 29 Jul 2022 11:24:12 GMT

ISTM that PlusNet is a headless beast if it's willing to lose customers in this way to the major operator in the BT stable.

Not that long ago it was possible to have broadband from PN whilst paying for line rental and telephone service from a third party company using the BT infrastructure (BT included obviously), so wouldn't it be possible to separate the broadband and telephone/line elements for a very short period prior to transferring to FTTP with the proviso that the arrangement was for a limited period in order to give the customer a chance to port the number to VoIP, after which if they didn't do so the line and number would cease. That probably wouldn't be necessary for all accounts, but maybe something to offer those who wished to keep their number.

Just a thought.

Re: Full fibre and phone line help

bobpullen — Fri, 29 Jul 2022 15:15:00 GMT

@RobPN I may have misinterpreted your post but just to be clear, a customer who has their xDSL service with us and their PSTN service with another provider would still be subject to the same phone number loss given the current implementation.

Re: Full fibre and phone line help

Hobo — Sat, 30 Jul 2022 13:45:43 GMT

Just to be clear on this, I have been on the FTTP trial for many years but have never had my phone landline with Plusnet, I have always had my phone on a separate landline service with BT and there is no way that we wish for that to cease and to lose my number, are you saying that if I contract my existing trial FTTP service you can and will cancel my landline contract with another company.

Re: Full fibre and phone line help

RobPN — Sat, 30 Jul 2022 14:01:04 GMT

@bobpullen

That surprises me Bob, it all seems a bit short-sighted to me but I'll have to take your word for it.

Isn't that an anomaly though, as it would mean that an unrelated telephone/line supplier would be forced into losing a paying customer?

Also, what if the BB account holder and the telephone account holder aren't even the same person, which can and does happen? It seems that the 'third party' telephone account holder will be penalised by losing their line and number.

ISTR that during the FTTP trial a certain amount of fiddling with the system was involved to raise an FTTP order, but it was achieved without necessitating loss of telephone number. I'm just glad I never transferred my landline from BT to PN.

Edit: typo

Re: Full fibre and phone line help

bmc — Sat, 30 Jul 2022 14:05:25 GMT

@Hobo

Your phone line (& number) are safe. Your'e on a legacy account from a time when PN offer internet only with the phone line provided by another supplier. I was in the same situation - though I promply cancelled my phone when I got FTTP as I didn't need it.

As you already have FTTP installed it would just be an upgrade to your account. You'd need to sign up for a xx month contract at whatever price is offered but you would get a Hub2 out of it.

As you've got FTTP already, there's no danger of the copper line being removed to supply the fibre cable.

Brian

Re: Full fibre and phone line help

MisterW — Sat, 30 Jul 2022 18:03:24 GMT

As you've got FTTP already, there's no danger of the copper line being removed to supply the fibre cable.

That is certainly true, however I'm not sure about this

Your phone line (& number) are safe.

I'm not sure that the automated system on a change to a Full Fibre product, won't try to change ownership of the voice line and cease it

We need a knowledgeable staff member to confirm

Re: Full fibre and phone line help

bmc — Sat, 30 Jul 2022 18:23:24 GMT

@MisterW

A certain wizard known to us "liked" my post so I assume he didn't see anything wrong with it.

The phone and number are safe - it would be illegal for PlusNet to cancel the line. The OP's PN account is another matter.

Given that the OP is on the Trial I suspect the automated system may not work and that it would need a manual order to process the account change.

Brian

Re: Full fibre and phone line help

MisterW — Sat, 30 Jul 2022 18:49:36 GMT

Given that the OP is on the Trial I suspect the automated system may not work and that it would need a manual order to process the account change.

@bmc the automated system does work for account change of an fttp trial account to full fibre. A couple of us were guinea pigs! Well it almost worked but we discovered the static ip loss problem which has now been fixed

Whilst it would be illegal to cancel the line, its not illegal to request a transfer. If agreed by the current owning CP then once transferred it could be ceased

ISTR another thread mentioning the situation where the phone and bb were with separate CPs and suggesting that the phone line would still be lost. Cant find iit at the moment though..

Whether the fact that its a trial account would make any difference I'm not sure...

Re: Full fibre and phone line help

Gandalf — Sat, 30 Jul 2022 19:36:07 GMT

@bmc @MisterW

Sorry yeah modifying an existing FTTP asset shouldn’t place a cease against the copper line.

After the contract renewal is begun, these types of orders are placed manually from what I’ve seen. The order completion triggers the account change to automatically complete to the relevant Full Fibre product.

So in essence it is automatic but the system just currently needs a bit of a push to upgrade an FTTP trial account.

If we were to however upgrade an FTTC/ADSL to FTTP then this triggers a cease against the copper phone line whether that’s provided by us or another provider. In both instances, a notification would be sent similar to the notification you’d get when moving providers.

Re: Full fibre and phone line help

bmc — Sat, 30 Jul 2022 20:14:44 GMT

So it appears I was right but for the wrong reasons!!!

Oh well, such is life.

Brian

Re: Full fibre and phone line help

MisterW — Sun, 31 Jul 2022 06:27:58 GMT

Thanks for the explanation Anoush.

My concern was that FTTP trials accounts are set basically as FTTC products but with an FTTP asset provisioned and that the automated systems may see the FTTC account type when upgrading.

Seems my concern was misplaced and that the system can handle it...

Re: Full fibre and phone line help

Gandalf — Sun, 31 Jul 2022 09:02:11 GMT

No worries, it was a reasonable assumption, but our systems would basically just fail to place the order and once we have placed the order, it’d handle the notifications in the same way as a new FTTP provide.

Re: Full fibre and phone line help

Hobo — Sun, 31 Jul 2022 09:58:32 GMT

If I did decide to cancel my landline service with BT and just have the FTTP from the trial or maybe upgrade to a faster speed I realise I would lose my number and line, but would cancelling my BT contract myself cause any problems with my existing FTTP Plusnet fibre connection.

topic Full fibre and phone line help in Full Fibre

Full fibre and phone line help

With Full Fibre, you don’t need a traditional phone line

Want to keep your Plusnet phone line?

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