topic Re: Request for Definitive Answer on Telephone Number Porting when Taking up FTTP in Full Fibre

Request for Definitive Answer on Telephone Number Porting when Taking up FTTP

tristanself — Tue, 26 Jul 2022 19:42:18 GMT

Hi,

I've just signed up for the FTTP installation (switching from FTTC), obviously the copper landline will be ceased and replaced with fibre optic and the landline telephone service also ceased.

Background

I'm setting myself up on sipgate so I can continue to have a "landline" number.

When signing up I'd asked about getting my telephone number ported to sipgate as part of the FTTP installation, the operative on the phone said they can raise the FTTP order, then if I was to setup the sipgate account and then make the porting request (for my number) then i'd be fine, i'd not yet made the request still waiting on the letter (snailmail) from sipgate to complete my account setup.

Later in the day I got an email from plusnet saying I was ceasing the account and wanting £230, I phoned and this turned out to be a red herring, their system was incorrectly identifying the removal of the copper telephone line as part of the FTTP install as a cease request; fine no problem.

While I was on the phone I asked again about number porting and was told something completely different, that the porting request for my number can't be made until after the FTTP installation date or it would interfere with the process. Of course this is a problem because after the FTTP installation date my telephone line is ceased, the number is returned to the unassigned pool, ergo I can't make a porting request for it because its not mine anymore.

Question

So the question i'm looking for the definitive answer for is, does Plus.net (currently) allow the porting of the landline telephone number out to a third party as part of the FTTP install (switch)? And if so how can this be done without ending up cancelling my broadband service and causing myself a load of problems?

(P.s. if it can't be ported, that's fine, just need to know either way so I can request a new number on sipgate and start getting the new number to the various organisations that have it, e.g. insurance, banks etc.)

Thanks

Tristan

Re: Request for Definitive Answer on Telephone Number Porting when Taking up FTTP

jab1 — Tue, 26 Jul 2022 19:49:37 GMT

@tristanself Definitive answer - you cannot port a PN phone number - as advised by the agent you last spoke to, porting would cease your service, and you would be unable to place the FTTP order.

Re: Request for Definitive Answer on Telephone Number Porting when Taking up FTTP

Gandalf — Tue, 26 Jul 2022 19:50:27 GMT

Nope.

Now with that succinct answer out of the way, there’s no officially acknowledged way for you to retain your landline number if you upgrade to FTTP with Plusnet.

Welcome to our Community Forums though.

Re: Request for Definitive Answer on Telephone Number Porting when Taking up FTTP

tristanself — Tue, 26 Jul 2022 20:12:25 GMT

Many thanks on your speedy and definitive response.

I'll see about getting a new number arranged.

And thanks, new to the community, but been using plus.net since the force9 days.

Re: Request for Definitive Answer on Telephone Number Porting when Taking up FTTP

bmc — Tue, 26 Jul 2022 20:21:51 GMT

@tristanself

One person apparently magaged to port their number and get FTTP installed before the PlusNet system caught up with them but I highly suspect it was down to luck. It was certainly not done "officially"

If you need your number you have to go elsewhere. If you simply need a telephone service then you can sign up with any VOIP operator and get a number from them.

Brian

Re: Request for Definitive Answer on Telephone Number Porting when Taking up FTTP

optex — Wed, 27 Jul 2022 11:48:41 GMT

I just cannot believe Plusnet have done nothing on the landline situation, I'm getting full fibre installed in the area it's more or less installed,

I won't having it the wife family are elderly they rely on a landline, so don't use mobile phone so they ring the wife on landline, we just couldn't do without a landline, sky and BT are offering landline and others, not sure why Plusnet are not, they have had the opportunity, for years to be prepared, need to get the act together, ☹️,

Re: Request for Definitive Answer on Telephone Number Porting when Taking up FTTP

jab1 — Wed, 27 Jul 2022 11:54:49 GMT

@optex I think there are a couple of reasons - Parent company (BT) not wanting their 'budget' brand to compete too closely with their 'premium' brands, a PN accounting system which is not capable of being modified to cope - and there may be others.

Re: Request for Definitive Answer on Telephone Number Porting when Taking up FTTP

optex — Wed, 27 Jul 2022 12:03:04 GMT

I'm still quite surprised, they will have to offer it, still many people still wanting the landline,
People are being caught out, by ordering the full fibre and not realising, I won't get a landline I don't think there's only going back,

Can I leave my contact just signed to 2 year one,lol last month just a general question, cheers mate

Re: Request for Definitive Answer on Telephone Number Porting when Taking up FTTP

Gandalf — Wed, 27 Jul 2022 12:08:52 GMT

@optex

When you order full fibre with us, we'd make you aware upfront that you'll lose your phone line and number.

If we sign you up to BT for FTTP you'll be able to keep your telephone number and we can waive cancellation fees with us.

I'd just recommend giving my colleagues in our Customer Options Team a call on 0800 013 2632 to arrange.

Re: Request for Definitive Answer on Telephone Number Porting when Taking up FTTP

bmc — Wed, 27 Jul 2022 12:10:44 GMT

@optex

You might be able to transfer to BT free of any early termination fees if keeping your number is important. You need to ask PlusNet when FTTP becomes available.

Is it your number you wish to keep or just a phone service. You could go with a VOIP provider for phone (with a new number).

Brian

Edit : The Wizard's faster at typing than I am.

Re: Request for Definitive Answer on Telephone Number Porting when Taking up FTTP

optex — Wed, 27 Jul 2022 12:22:56 GMT

Number and phone , will see what happens don't think it's gone live yet, next 2-3 months the engineer was saying , they laid all cable didn't take them very long,

Re: Request for Definitive Answer on Telephone Number Porting when Taking up FTTP

optex — Wed, 27 Jul 2022 12:31:45 GMT

You should be keeping customers, not sending them away, two rival companies, yeah BT is part of Plusnet,
Should be given excellent customer service, it's not really the case with full fibre, very poor unfortunately,🚫☹️

Re: Request for Definitive Answer on Telephone Number Porting when Taking up FTTP

jab1 — Wed, 27 Jul 2022 12:47:55 GMT

@optex Plusnet is a subsidiary of BT - and their 'budget' brand.

Re: Request for Definitive Answer on Telephone Number Porting when Taking up FTTP

bmc — Wed, 27 Jul 2022 13:09:19 GMT

@optex

You can check using the following for when FTTP becomes available. You're looking for WBC FTTP in the left hand column and Available over to the right. There will also be a narrative below the results window which would state if any problems are expected with the install.

https://www.broadbandchecker.btwholesale.com/#/ADSL

PlusNet are the budget brand of BT - end of story. There is also the small matter of the PSTN service being withdrawn by the end of 2025. All phone lines will be on a digital VOIP service. The BT group appear to have decided that it wasn't worth developing a VOIP service for PlusNet and therefore chose no phone as the option. I believe (from memory of a post on the forum) that EE, the other BT group company, also do not offer a phone service. Can't confirm.

Brian

Re: Request for Definitive Answer on Telephone Number Porting when Taking up FTTP

RobPN — Wed, 27 Jul 2022 14:03:57 GMT

@jab1 wrote:

... a PN accounting system which is not capable of being modified to cope ...

Agreed @jab1 .

IMO it's a very poor show when the system can't cope with permitting people at the very least to be able to port their existing landline number to a third party VoIP service when their fibre service is connected, which after all is a completely separate connection.

It used to be possible to cease the copper landline by doing just that for people who were on the FTTP trial, so what a shame that the PN systems are now shown to be so inadequate in that respect.

Re: Request for Definitive Answer on Telephone Number Porting when Taking up FTTP

optex — Wed, 27 Jul 2022 14:15:33 GMT

Everytime have a renewed my contract, they have always charged me double, than the agreed price,!!,

Can't get the bill right,,😁

Re: Request for Definitive Answer on Telephone Number Porting when Taking up FTTP

TimSmall — Sun, 31 Jul 2022 08:24:32 GMT

A reasonable workaround for this could be found I should think. How about one of:

Currently Plusnet waive cancellation fees if you port to BT. Why not also offer to waive cancellation fees if you open a separate distinct Plusnet account to purchase the FTTP?
Alternatively permit the customer to keep the copper line (maybe attach an ADSL service to it if need-be) as a separate account, so that they can then port the number out to a separate provider.

Finally about 10 years ago, I found a VOIP provider that was willing to apply for my already disconnected BT number from the available pool. The fee was about £20 as far as I remember, and they got the number successfully (this wasn't guaranteed, someone could have beat them to it, but I think if it was done immediately after disconnection then it was a pretty good bet).

p.s. personally it would be a real irritant for me, since I'd prefer to keep both my landline number and my Plusnet static IP address.

Re: Request for Definitive Answer on Telephone Number Porting when Taking up FTTP

Gandalf — Tue, 02 Aug 2022 09:32:18 GMT

We aren't yet able to create a new account for FTTP and we've no plans to share atm on what things will look like.

Re: Request for Definitive Answer on Telephone Number Porting when Taking up FTTP

cameldazzler — Tue, 02 Aug 2022 09:53:01 GMT

tis a slow old process this getting systems ready business 😛

although looking at how long it has taken to get this far, im guessing will be a long time yet

Re: Request for Definitive Answer on Telephone Number Porting when Taking up FTTP

TimSmall — Tue, 02 Aug 2022 10:55:38 GMT

@cameldazzler wrote:

im guessing will be a long time yet

Openreach currently plan to no longer offer new lines with analogue voice over copper ("POTS") after Sept 2023.

They also plan to turn all remaining analogue voice over copper services off in Dec 2025.

I'm guessing Plusnet will start offering FTTP (and FTTC without POTS) as a new product before Sept 2023 (or they won't be able to sign up any new customers, or keep existing customers that are moving house).

Plusnet have got to come up with some reasonable way (other than migrating to BT) of letting customers keep their existing landline number, otherwise they'll lose a chunk of customers I think.

Perhaps they could offer to port the number to a Plusnet SIM card?