topic Re: House move - Plusnet error in My Order

House move - Plusnet error

Diggers — Tue, 28 Oct 2025 12:05:57 GMT

Hi
Move house 30th Oct. Gave two weeks notice - the max we could give given exchange of contract. Called to check and Plusnet made an error and added phone line install which we don’t want and wasn’t on contract. It fell into a different queue.

So now we are starting over and told takes 10 days. No good as we both WFH and live remote with little network coverage.

I’m told nothing they can do (they reduced my bill) but I need broadband. Any suggestions?

Re: House move - Plusnet error

Townman — Tue, 28 Oct 2025 12:22:10 GMT

Exactly what do you mean by "added phone line install"?

Depending on what is available at a location (and the time frame), there are two choices...

FTTP if it is available - if it is a fibre priority exchange, then you have no options
SoGEA as an alternative if FTTP is NOT available ... there are some circumstances where it might be made available if FTTP is available, but with a long install time

SoGEA needs a "telephone" line.

So long question short - is FTTP available living remote with little network coverage? If not and if there is not already a serviceable circuit to the property, a new ('telephone') line will need to be installed.

Re: House move - Plusnet error

Baldrick1 — Tue, 28 Oct 2025 15:43:47 GMT

Moderator's note:
Thread moved from Broadband to My Order

Re: House move - Plusnet error

Diggers — Wed, 29 Oct 2025 11:49:20 GMT

The property has FIbre and no phone line. That’s exactly what I want. Plus Net though in error added a phone line - I stopped this. But it’s meant my order being cancelled and a new one started - with the inherent delays.

I didn’t cause the problem but what can be done to get the BT line change completed on time?

Re: House move - Plusnet error

Townman — Wed, 29 Oct 2025 11:55:20 GMT

@Diggers wrote:
The property has FIbre and no phone line. That’s exactly what I want.

For the avoidance of ambiguity, do you mean SoGEA (FTTC without voice) sometimes called (part) fibre or FTTP sometimes called (full) fibre ? In Plusnet's product descriptions SoGEA is referred to as "Fibre with no phone line".

It is no longer possible to order a 'phone' line, as in provide for a voice service. If FTTP is installed already, it would seem odd that the business would order SoGEA, especially if that means installing a copper circuit.