topic Re: Plusnet refused to release service to alternative proider in My Order

Plusnet refused to release service to alternative proider

Turzum — Wed, 28 Sep 2022 16:12:51 GMT

I started the process of switching to an alternative provider but the order with the new provider was cancelled because Plusnet refused to transfer the service to the other provider when Openreach attempted to start the switch. I've placed a new order with the other provider, but how do I ensure Plusnet don't refuse to transfer it again, and why would they do that anyway?

Re: Plusnet refused to release service to alternative proider

MisterW — Wed, 28 Sep 2022 16:27:51 GMT

Do you have FTTP available and are in an FTTP priority area ?

Re: Plusnet refused to release service to alternative proider

Turzum — Wed, 28 Sep 2022 16:31:40 GMT

I wanted to switch to FTTP but Plusnet couldn't port my current landline number to my VOIP provider, so I'm switching to an alternative provider who will provider faster/cheaper fibre and will port my number.

Re: Plusnet refused to release service to alternative proider

MisterW — Wed, 28 Sep 2022 16:51:10 GMT

Ah! sounds like you may be in an FTTP priority area then, that will complicate any transfer and Openreach may be rejecting it.

You either need a better explanation from your (potential) new supplier or a PlusNet staffer to check what's happened, although if OR have rejected it, they may not know.

Re: Plusnet refused to release service to alternative proider

Turzum — Wed, 28 Sep 2022 17:11:41 GMT

That's really useful to know @MisterW thanks. OR told the new provider today that it was Plusnet, but I'll check in with Plusnet to hear their side of the story.

Thanks again.

Re: Plusnet refused to release service to alternative proider

MisterW — Wed, 28 Sep 2022 17:36:42 GMT

FTTP Priority status seems to be a nightmare! I'm not sure that ISPs have got their heads ( or their automated systems ) round it. It effectively stops them placing orders to transfer existing copper based services except in a very limited set of circumstances. I've seen instances where the order is supposedly rejected because apparently the phone number doesn't match the address, when in reality OR are rejecting the order due to FTTP Priority!

Re: Plusnet refused to release service to alternative proider

Gandalf — Wed, 28 Sep 2022 19:00:47 GMT

Hi there,

I've had a look and from what I can see we haven't received any requests from another provider to port your number.

I see you are in an FTTP Priority area but this shouldn't affect you from porting your number to VoIP as the service is digital, you just won't be able to transfer your number to another provider on a copper line.

I think it's definitely worth asking your new provider specifically for the exact cancellation reason they have from Openreach.

Let me know how it goes.

[edit]

I've sent your phone number to ORDI (OpenReach Data Integrity) in case there's a record issue which may be causing this.

Re: Plusnet refused to release service to alternative proider

MisterW — Wed, 28 Sep 2022 19:05:20 GMT

@Gandalf I wonder if the new supplier is trying to transfer the existing service first before upgrading to fttp and porting the landline to voip. If so, Openreach will be rejecting the transfer automatically due to Fibre priority,, they're interpreting that rejection as Plusnet rejecting, when in fact no request is ever made.

Re: Plusnet refused to release service to alternative proider

Gandalf — Wed, 28 Sep 2022 19:08:23 GMT

Yeah could very well be that

Re: Plusnet refused to release service to alternative proider

Turzum — Wed, 28 Sep 2022 19:17:11 GMT

Thanks @Gandalf and @MisterW, this is all useful stuff for me to go back to the new provider with. OpenReach recorded the cancellation as a 'missed appointment' ie I wasn't in when they called, but it was cancelled 5 days before the date of the appointment, so I'm not convinced about the accuracy of their record keeping. It was only when I challenged it, that they claimed it was Plusnet rejecting the request.

Am I best pressing the new provider on this issue or Plusnet? The new provider said I needed to 'give authority' to Plusnet to allow the transfer, but I thought all that stuff happened mutually between the providers.

Re: Plusnet refused to release service to alternative proider

MisterW — Wed, 28 Sep 2022 19:25:46 GMT

Am I best pressing the new provider on this issue or Plusnet?

In reality It's down to the new provider, although it may be worth waiting for the results of the ORDI request incase there is a mismatch in the records causing problems

The new provider said I needed to 'give authority' to Plusnet to allow the transfer, but I thought all that stuff happened mutually between the providers.

It's all handled by the new provider

Re: Plusnet refused to release service to alternative proider

Gandalf — Wed, 28 Sep 2022 19:57:12 GMT

There's nothing we'd be able to do from our side apart from checking the line records are good, especially that no order has come through to us to even check the cancellation reason with Openreach ourselves.

It may be worth your new provider escalating with Openreach to get to the bottom of the issue.

But feel free to let us know how it goes here.

Re: Plusnet refused to release service to alternative proider

Gandalf — Thu, 29 Sep 2022 10:19:16 GMT

ORDI's confirmed there's an open order so I've discussed with our suppliers helpdesk and they can see that the cease order we'd placed on the back of our full fibre order wasn't automatically cancelled in all of Openreach's systems when the full fibre order was cancelled. It's this which is likely rejecting your new provider's order.

The agent I've spoken with has raised a request to manually cancel the order which should be done within 2 working days. I've sent another ORDI request as manual cancellations are normally done quicker, so I'm hoping that when ORDI comes back to me later today, it should see no open order but fingers crossed.

Re: Plusnet refused to release service to alternative proider

Gandalf — Thu, 29 Sep 2022 19:32:57 GMT

Haven’t received a further response back from ORDI today and I’m out of the office until 4th October. It could be worth waiting until then anyway to make sure the order’s fully cancelled and the records are in good shape.

Re: Plusnet refused to release service to alternative proider

Turzum — Thu, 29 Sep 2022 19:41:52 GMT

That's great, thanks for your help @Gandalf

Re: Plusnet refused to release service to alternative proider

Gandalf — Thu, 29 Sep 2022 20:45:41 GMT

No problem @Turzum, the ORDI’s come back to me confirming no issues or open orders, so your new provider should now be good to go to try porting again.

Re: Plusnet refused to release service to alternative proider

Turzum — Thu, 20 Oct 2022 13:16:35 GMT

Just as an update, I placed a new order but it has again been cancelled . The reason given was "Cancelled by user", which it most certainly wasn't. teh new provider can't tell me any more than that.

Re: Plusnet refused to release service to alternative proider

adamwalker — Thu, 20 Oct 2022 13:45:00 GMT

Sorry to see that's still an issue, I've checked and we haven't received notification that anyone is trying to take the line over. The error you mentioned usually means the organisation that placed the order also cancelled it.