topic Re: no phone in Home Phone

no phone

rickshaw — Sat, 30 Sep 2023 09:46:00 GMT

Hi have just lost my phone line, changed contracts online realised I had made a mistake as new contract was without phone,

called Plusnet and they cancelled the change over, but on 29th September the phone was cut off I am now told in cannot be reconnected , I cannot believe after 30 years the line no longer exists, the trouble is we are both nearly 80years old and my wife cannot use a mobile so she is totally cut off from family.

Re: no phone

Protech — Sat, 30 Sep 2023 09:53:56 GMT

In your circumstances I would ask plusnet to migrate you to BT digital voice ASAP. There should be no financial penalty for this.
Your old phone number should be held for 30 days from the 29th September
Good luck 🤞

Re: no phone

Total_Chaos — Sat, 30 Sep 2023 12:03:12 GMT

Hotel California! 😀

Re: no phone

Protech — Sat, 30 Sep 2023 12:05:17 GMT

@rickshaw
For clarity, your broadband service would also need to move to BT to get digital voice. Plusnet should arrange this for you.

Re: no phone

willcutforth — Sat, 30 Sep 2023 12:14:00 GMT

@rickshaw If you give our guys a call on 0800 013 2632 they will be able to advise. Their opening hours are:

Monday - Friday 8am-8pm
Saturday 9am - 7pm
Sunday 9am - 6pm

If you have issues with getting through to them, send us a reply and we will organise a call back.

Re: no phone

rickshaw — Sat, 30 Sep 2023 12:52:10 GMT

thanks will call monday

Re: no phone

rickshaw — Sat, 30 Sep 2023 14:39:02 GMT

Called help team and got nowhere their team said open reach had shut down the line and the number no longer exists all that apparently has happened is that its been shut off at our exchange electronically, no going back because Plusnet won't or can't talk to Openreach or BT.

Re: no phone

MisterW — Sat, 30 Sep 2023 15:06:23 GMT

no going back because Plusnet won't or can't talk to Openreach or BT.

Openreach have a nationwide stop-sell on normal ( analogue ) phone lines , so no ISP can place an order to reactivate your phone line.

and the number no longer exists all that apparently has happened is that its been shut off at our exchange electronically,

The number does still exist and will have been placed in quarantine. If you follow up on @willcutforth s suggestion to call Customer options, they should be able to transfer your broadband to BT retail and get Digital voice with your existing number being retrieved from quarantine.

Re: no phone

DGM — Thu, 12 Oct 2023 14:55:54 GMT

I've been thinking about moving to Fibre (No land line) and couldn't understand their explanation the you will lost use your phone number!

From reading this topic, it appears that it's true.

I looked at BT's page on how to move your phone over to digital and all is said was that you plug it into the back of the Hub2.

Can someone clarify which is true, please?

David

Re: no phone

MisterW — Thu, 12 Oct 2023 15:02:40 GMT

I looked at BT's page on how to move your phone over to digital and all is said was that you plug it into the back of the Hub2.

that only applies if you have broadband with BT Retail and take their Digital phone service

PLusnet do not offer a Digital phonecservice

Re: no phone

Baldrick1 — Thu, 12 Oct 2023 15:09:22 GMT

@DGM

BT offer a full fibre service AND digital phone service, Plusnet do not offer the phone element. So if you transfer to BT or one of the other ISPs that supply the two you can keep your landline phone service through the Internet. Stay with Plusnet and you either lose it or you have to set up a VoIP service with a different company. If you do this then in theory you can transfer your phone number across. In practice it can be a troublesome process.

Re: no phone

DGM — Thu, 12 Oct 2023 15:12:00 GMT

Thanks for the quick reply.

PLusnet do not offer a Digital phone service

So if I renew my Plusnet contract (18 or 24 months) does that mean that when they make the change over to digital phone, I will automatically lose the phone function (whatever Plusnet contract I'm on) !

Re: no phone

DGM — Thu, 12 Oct 2023 15:16:50 GMT

@Baldrick1

Thanks for the reply.

Why aren't Plusnet making it clear that we will lose the phone function?

Many organisations still rely on your land line for security of knowing who they are talking to.

Re: no phone

MisterW — Thu, 12 Oct 2023 15:17:39 GMT

If you renew your contract on the same product , then you can keep your existing phone service until Openreach retire the Pstn service in 2025.

Re: no phone

Baldrick1 — Thu, 12 Oct 2023 15:42:55 GMT

@DGM

Unless there's a change of policy by BT Retail, who 'own' Plusnet, then at some time before the end of 2025, you will lose your landline phone. All standard analogue PSTN analogue telephone lines will be disconnected by this date, broadband will still work The change has already started. If you want to change your current Plusnet broadband package or move to another ISP then you simply cannot transfer the PSTN phone, you have to go digital. So, if you want to stay with Plusnet but change your broadband package you will lose your phone.

This is the case for every ISP that uses the Openreach network, not just Plusnet.

Re: no phone

DGM — Thu, 12 Oct 2023 15:53:48 GMT

@Baldrick1 @MisterW

Thank you guys for your help and information.

The situation is a lot cleared to me now.