topic Re: Landline porting - FTTP in Home Phone

Landline porting - FTTP

Crellster — Fri, 12 Aug 2022 09:37:42 GMT

I currently have a BT landline which doesn't get much use, but we've had the number for a long time and I'd like to keep it, but not pay BT's landline fees.

I'm also currently on what was the Plusnet pilot FTTP service (80/20) and was looking for a 500 or 900 upgrade.

My questions are:

1) Can I take out a Voice package and port my BT landline number to Plusnet? If not I was looking at a VoIP provider like SIPGate that I've used before.

If I can't (my assumption) and I just go for the fibre upgrade, on the workflow where it guides you through the fibre only upgrade it's asking me to tick a box stating that "I'm happy to lose my landline" - which Is really confusing me ? Would this cease my BT landline?

Thanks,

Re: Landline porting - FTTP

SpendLessTime — Fri, 12 Aug 2022 09:48:22 GMT

@Crellster Plusnet do not offer any voice solution on FTTP so if you wish to retain your current BT landline number then it would be best to port it to a VOIP provider like Sipgate. The act of porting the number out would terminate your BT phone contract.

Once that is sorted then upgrade your FTTP trial to the commercial product. That way there can be no unforeseen issues with your phone number.

Re: Landline porting - FTTP

Crellster — Fri, 12 Aug 2022 09:58:05 GMT

Thanks, I see the logic in your ordering suggestion but I'm just confused why that the workflow in the upgrade process for the fibre package suggests my landline might be terminated.

All I can think of is because I'm not on a commercial product / contract my current product doesn't allow the workflow to differentiate between a new FTTP signup (where a copper cable might be ripped out and replaced by a fibre-only) and an installed Fibre & Copper switch.

So, even if I stick with BT for the landline, I'd like some confirmation that I'm not going to lose my landline for what'll be a software / service change If I just do the FTTP package upgrade?

Re: Landline porting - FTTP

RealAleMadrid — Fri, 12 Aug 2022 10:31:16 GMT

@Crellster You will have to be careful as the way Plusnet have implemented upgrades to FTTP does mean the landline and number are lost, whoever is providing the landline which seems completely wrong to me. However your situation is a bit different as you are on the FTTP trial which is as you say is a non-standard product so the ordering systems will not be able to do what you want.

Other customers on the FTTP trial have managed to cease their Plusnet landline by porting the number to a VOIP provider but with assistance from Plusnet so their account doesn't get cancelled when the line is stopped.

You don't have that problem as your copper line is not with Plusnet. you don't want to be paying BT for a landline, @SpendLessTime is correct, port your number first, when that is done and the phone line ceased you should be able to upgrade to whatever FTTP speed you want.

If you run into any problem with the upgrade order forum staff will be able to help.

Re: Landline porting - FTTP

MisterW — Fri, 12 Aug 2022 10:37:21 GMT

Close , but not quite. It's that you are an existing customer, there is no option for existing customers, irrespective of their current product, to retain a landline. When an upgrade order to FTTP is placed, a change of ownership cease is placed for any landline. So even though your landline is with BT as @SpendLessTime says, it will get ceased. Hence the 'im happy to lose my landline' warning

Your only option to retain the number as @SpendLessTime said, is to port it to voip ( and let the port complete!) BEFORE you upgrade your FTTP package.

It's advisable to post on here when you have a port date, so that one of the PlusNet help team can monitor your account during the port to make sure your account isnt deleted when the landline is ceased. It shouldn't but always worth someone keeping an eye on it...

edit @RealAleMadrid types faster than me ( and I hate this lithium based forum for not warning me there's been a post whilst i was typing )

Re: Landline porting - FTTP

RealAleMadrid — Fri, 12 Aug 2022 10:45:36 GMT

@MisterW Thought I'd taken ages to write my post.😁

Your advice to get Plusnet staff to check that the account doesn't get cancelled when porting the number is a good idea, as you say it shouldn't, as the landlne isn't a Plusnet asset but you never know what Plusnet's automated systems might do.🙄

Re: Landline porting - FTTP

MisterW — Fri, 12 Aug 2022 10:52:44 GMT

Thought I'd taken ages to write my post

@RealAleMadrid yes, I just took longer😁 I got distracted halfway through by granddaughter wanting her water play toy filling!

(surprised it didnt time me out)

Re: Landline porting - FTTP

bmc — Fri, 12 Aug 2022 11:17:32 GMT

@Crellster

Many of the people on the Trial, like myself, got rid of their landline ASAP after FTTP got installed and were happy to pay the Internet only premium. PlusNet were always happy to help in the process, including a certain Wizard who probably became an expert in the process!!!.

I would concur with previous posters in sorting out the Port of your landline first - that way there's nothing PN can do to screw you up.

Going to a commercial product will involve a new contract (unlike our 30 day ones) but you should get a Hub2 out of it. While it's only an administrative change I believe the PN systems are not quite there to do it online so your best to phone Customer Options on 0800 013 2632 to upgrade.

Brian

Re: Landline porting - FTTP

bobpullen — Fri, 12 Aug 2022 12:44:14 GMT

@Crellster - you need to be vary careful here.

You have two active broadband assets. Your trial FTTP service and also an ADSL service that is provisioned over the top of your BT landline.

Your account type is FTTC (not FTTP, as the actual subscription product didn't exist during the early trials) and is associated with your FTTP broadband asset *and* your BT landline in our systems. This is very much a non-typical set-up.

If you were to upgrade your account online then I wouldn't like to guess whether it's the broadband asset or the landline that will be picked up by the availability check. If it's the former, then all should be well in theory. If it's the latter though, then your ADSL service would get upgraded to FTTP, you'd end up with two FTTP circuits and you'd lose your landline service/number.

Assuming you don't use the ADSL service, then it is probably worthwhile us ceasing it and also removing the landline number from your account. That way, there's no opportunity for bad things to happen with the BT line (as we'll have no knowledge of it).

This is a bit out of my comfort zone, but somebody like @Gandalf may be able to assist/handhold things for you.

Once that's done, I agree with others - you should look to port the number away from BT before you upgrade.

Re: Landline porting - FTTP

bmc — Fri, 12 Aug 2022 13:16:45 GMT

As I recall, my phone number got set to 00000000000 on the PlusNet systems.

Brian

Re: Landline porting - FTTP

RealAleMadrid — Fri, 12 Aug 2022 14:20:42 GMT

@Crellster The information from @bobpullen does make things even more complicated than originally thought so as he says you will have to be very careful. Are you using the ADSL service, presumably you are still paying for it? Assistance from the resident wizard @Gandalf may well be required.

Re: Landline porting - FTTP

RobPN — Fri, 12 Aug 2022 14:38:15 GMT

I was curious about this ADSL service too, i.e. was it intentionally retained as an additional paid for service, or was it just overlooked and left 'live'?

If it was overlooked it would raise the question of how common that occurrence was, as it may well adversely affect others who are unaware of the status of their services and want to port their landline to a VoIP company.

Just wondering.

Re: Landline porting - FTTP

bobpullen — Fri, 12 Aug 2022 15:03:24 GMT

Those on the legacy trial had an FTTP service installed in parallel with the xDSL service they were/are paying for.

In many cases, the xDSL service remains, however it's a bit of a hodge podge when it comes to which asset details are associated with a customer's account (it's a 1:1 relationship).

Re: Landline porting - FTTP

Gandalf — Tue, 16 Aug 2022 13:10:55 GMT

@Crellster, I've placed an order to cease the unused ADSL service now which should go through within 24 hours. Once that's done, you can upgrade your FTTP service and/or move your landline number to VoIP.

I would say in whichever order you prefer because porting your number from BT to another provider won't affect your FTTP service with us, and if we upgrade your existing FTTP service, this won't affect your phone number with another provider.

Re: Landline porting - FTTP

Crellster — Tue, 16 Aug 2022 15:13:14 GMT

I think I should say thanks. I wasn’t aware I still had an ADSL service assigned.

I’m just awaiting an activation code from Sipgate (via mail). I’ll do the number port first, and then upgrade the FTTP service to 500 or 900. Should I do that here Anoush ?

Re: Landline porting - FTTP

Gandalf — Tue, 16 Aug 2022 15:28:09 GMT

No problem, sure. The ADSL cease has completed, so feel free to port your number away / upgrade your FTTP service.

I can't upgrade it here but you should be able to do that online through your account (or by calling us on 0800 013 2632).

If you can let me know when you've placed the order though, I can keep an eye on things for you.

Re: Landline porting - FTTP

Crellster — Tue, 16 Aug 2022 16:18:26 GMT

Online isn’t allowing me to upgrade as it says I have a product change in progress. Will try tomorrow but the text in the attached is a bit worrying (“We’re moving your service to your new address”) ? I’ll assume this is just a bit of standard case text

Re: Landline porting - FTTP

Gandalf — Tue, 16 Aug 2022 16:25:28 GMT

Ah sorry I thought you were porting your number first before upgrading so didn't think to tell you.

I placed a house move flag on your account so it doesn't automatically close when the ADSL ceased. As it can take anytime up to midnight for our systems to digest the completed cease notification from suppliers, I plan to check back tomorrow to remove the house move flag to be sure that nothing bad happens.

Re: Landline porting - FTTP

Gandalf — Wed, 17 Aug 2022 11:05:46 GMT

@Crellster,

I've closed the house move flag so you shouldn't see that text in your account now.

Re: Landline porting - FTTP

Crellster — Thu, 18 Aug 2022 18:36:14 GMT

Just replying to an earlier post @Gandalf

I’m going to do the Plusnet upgrade first.
I went to upgrade online earlier. I picked my upgrade service, ticked “I’m happy to lose my landline” [Im really not, and understand that won’t happen]. I then get asked to book an engineer visit for early September? I’m worried it’s treating it like a new install rather than a upgrade? Would I be better off calling customer services as I don’t have a huge amount of faith in this online journey.

Thanks!