topic Re: landline and broadband query in Home Phone

landline and broadband query

Miriam — Fri, 12 Jul 2024 12:33:37 GMT

Hi everyone, I am unsure what to do. For many years, approx 2009 I have used and been happy with PlusNet as my broadband provider, so have no intention of moving away.

I kept my landline because several people who I know who may wish to contact me only have landlines. I use my mobile for all outgoing calls (cause they're free) and for some people who have my mobile number.

The purpose of this question is to ask if I was to decide to get rid of my landline how do I still get my broadband because my landline cable goes into my router.

I am not up on this stuff so have no idea, except that I know people still have broadband without a landline.

Re: landline and broadband query

MisterW — Fri, 12 Jul 2024 12:40:17 GMT

if I was to decide to get rid of my landline how do I still get my broadband because my landline cable goes into my router.

@Miriam you dont actually lose the physical line, its merely that the phone service is removed. You still plug your router into the landline cable and your broadband is delivered as before, at least it is unless you have FTTP (Fibre to the premises) , in which case a completely new cable and ONT (Optical network termination) is installed.

Re: landline and broadband query

jab1 — Fri, 12 Jul 2024 12:40:59 GMT

@Miriam Assuming your connection is FTTC, you just ask Plusnet to move you to a SoGEA connection - you lose the landline, but your broadband still comes down the same cables,

Re: landline and broadband query

bmc — Fri, 12 Jul 2024 13:13:43 GMT

@Miriam

Phone services are being withdrawn by OR on the 31st Decemebr 2025 so you'll need to do something by then.

If you are on FTTC then internet only will be supplied via a SOGEA line. This is fibre to the cabinet and then the extisting connection to your property.

You can "port" your number to a VOIP provider (you have 30 days to do so). This allows people to keep in touch but note that VOIP doesn't work during power cuts without back up poer.

As you make out going calls then I beileve A&A would suit your needs.

https://www.aa.net.uk/voice-and-mobile/voip-information/

Brian

Re: landline and broadband query

Miriam — Fri, 12 Jul 2024 13:41:59 GMT

I am not on fibre so far as I am aware, but my landline provider moved me to Octopus who as you know is TalkTalk, the communication is appaling and since almost 2 months ago, no one can phone me on my landline and I can't phone out, email from TalkTalk tell me they will let me know when my migration is complete, but I am utterly fed up and disgusted, and have paid £37 last month and this for my landline but it has not been working, hence the reason I have asked the question.

I am 75 and many people who phone me are around that age and younger, but don't have a mobile, I am not very good at understanding the technicalities of this stuff, but disgusted that the so called migration has not taken place. I know a lot of people who still have a landline they don't use purely because of their broadband. I doubt very much in my area if I have fibre, but in any case wouldn't know how to check.

Re: landline and broadband query

MisterW — Fri, 12 Jul 2024 13:58:01 GMT

but my landline provider moved me to Octopus who as you know is TalkTalk

@Miriam do we take it that you originally had your landline with Shell Energy and that Octopus, who took over Shell and then sold the broadband/phone part of Shell to Talktalk ?

Since Talktalk were already providing the services for Shell then there hadn't ought to be any problem. I suspect that any issue may be to do with the split of your services i.e broadband with Plusnet and phone with TT. My guess is that TT systems just can't handle that, especially since their (TT) preferred way of providing phone service is now VOIP.

Re: landline and broadband query

bmc — Fri, 12 Jul 2024 14:02:08 GMT

@Miriam

From what you say you'll be entitled to compensation from Octopus.

Can you login to your PN portal and see what your product name is (under my account I think). While logged in you could check what "upgrades" are available to you.

You appear to be on an old legacy PN product which was internet only. This makes switching far easier as there is no phone service to get in the way.

Seriously consider moving to a VOIP provider at the end of your current phone contract. I suspect it'll save you money. Apart from power cuts and you have any care or house alarms dependant on the phone?

Brian

Re: landline and broadband query

Miriam — Fri, 12 Jul 2024 14:36:37 GMT

yes I was previously with Shell energy for landline only. I don't do packages so my broadband and landline have always been with different oroviders. As I said my broadband has always been with PlusNet.

Re: landline and broadband query

Miriam — Fri, 12 Jul 2024 14:43:50 GMT

Brian excuse my language but I am bloody tired of not being able to speak to a real person, also i am in limbo as my shell energy is the only account I can log into but no direction available to me to get this sorted. I came on to the community because I knew I would get good feedback, but I also do not keep well and really cannot take this upset. I got an email from TT two days ago to say they were continuing with the migration, hell how long dies it take. To say I am frustrated is an understatement. I thought of waiting another two weeks to see if all ok. Meantime there is no one I can talk to say I want compensation.

Re: landline and broadband query

Miriam — Fri, 12 Jul 2024 15:30:47 GMT

P.S. Brian I live in a village and we frequently get power cuts. Also any changes to be made someone would have to do that for me as I can't. I have had a desktop computer/processor since my working and writing days since 1991, I coukd not live without my P.C. Plus these days it is a lifeline.

Re: landline and broadband query

Miriam — Mon, 15 Jul 2024 07:02:07 GMT

sorry to sound naive but how do I find my PN portal?

Re: landline and broadband query

Miriam — Mon, 15 Jul 2024 07:05:16 GMT

so that means I won't lose my wifi or everything on my smart tv? It sounds complex to me so I have eyesight problems I would not be able to set things up myself. I have a guy who is excellent who does my computer upgrades etc.

Re: landline and broadband query

jab1 — Mon, 15 Jul 2024 07:20:51 GMT

@Miriam wrote:

sorry to sound naive but how do I find my PN portal?

Click the 'Broadband, Phone & TV tab under 'My Account' at the top of the forum.

Re: landline and broadband query

bmc — Mon, 15 Jul 2024 10:11:42 GMT

@Miriam

Just to add to a previous post.

When you do eventually transfer to a SOGEA line you lose your landline - no matter who provides the service on it. If done before the end of your phone contract this will probably result in early termination fees.

As you have a "computer guy" they will probably be able to sort out any requirements, including power backup, for a VOIP service and get you up and running.

Have you registered with PN as a "vunerable" person? If not, have a look under My Account for the registration page.

Brian

Re: landline and broadband query

Miriam — Mon, 15 Jul 2024 12:17:54 GMT

Hi I didn't know that I could register as a vulnerable person so will have a look. I feel a bit silly having to ask some of these questions but life changes as we age, I got my first desktop PC. in 1991/2, and I used to be the one who sorted friends' comp problems, but not now. I live alone and have mobility and sight problems now as well as heart valve issues. I had Windows 7 for a long time but got my computer guy to upgrade to Windows 10 because unless I really have to I don't want Windows 11. He is very helpful and knows his stuff. Thanks for your help I think I understand better now.

I received another email today from the TalkTalk migration team telling me that migration to them would be from 8th July, odd that this is 15th and that I have had no ability to either make or receive calls from my landline, despite two emails from TalkTalk telling me I was in good hands and won't notice anything during the migration process plus no interruption to my service. 👍👍

There is also no one to speak to to say I have had no service for at least three weeks. Any friends I have talked to loathe TalkTalk.

No interruption Oh really😡😡😡

Re: landline and broadband query

Baldrick1 — Mon, 15 Jul 2024 12:52:56 GMT

Maybe I haven’t read through this topic thoroughly enough but I get the impression that previously there was a landline service with Shell and broadband with Plusnet?

If the phone service is being migrated to TT does this mean that TT will transfer the service to VoIP? Alternatively are TT simply taking over the billing for the existing landline, in which case why was the service disconnected?

On the assumption that TT is transferring the service to VoIP @Miriam is faced with the situation where you can’t have two broadband services on one line, so a successful migration to TT will trigger the cancellation of the Plusnet service including closing the email service .

Whilst this should trigger a sorry you are leaving email from Plusnet I wonder if this works in these circumstances. Whilst no doubt it’s recorded by Openreach, would the Shell account even know there was a third party broadband service running on the same line?

Re: landline and broadband query

bmc — Mon, 15 Jul 2024 13:01:06 GMT

@Miriam

Have a look at https://www.octopustelecom.co.uk/en/internet/home-broadband-internet

If you scroll down the page you can request a call back on a number of your choice. Edit : Ask if you can register as a vunerable person.

Do you know how long your phone contract has left to go?

Do you have any care or house alarms connected to the phone line?

Brian

Re: landline and broadband query

MisterW — Mon, 15 Jul 2024 13:10:28 GMT

Maybe I haven’t read through this topic thoroughly enough but I get the impression that previously there was a landline service with Shell and broadband with Plusnet?

That's my understanding @Baldrick1

If the phone service is being migrated to TT does this mean that TT will transfer the service to VoIP?

Alternatively are TT simply taking over the billing for the existing landline, in which case why was the service disconnected?

Good questions ...

I suspect Talktalk are trying to work out what they are going to do with ex-Shell customers, particularly any with phone only as that is 'alien' to ISP's.

Talktalk would have been supplying phone (on behalf of Shell) using an SMPF circuit. I suspect TT's systems can't really cope with that any more.

This situation certainly has potential for going very 'pear shaped' and in my experience TTs customer service is hopeless!

@bmc I don't think Octopus telecom has anything to do with it. Its Octopus Energy who took over Shell Energy, they then had to decide what to do with the telecoms side of Shell's business. AIUI they decided that since TT were basically providing the services for Shell and Octopus didn't really want to get involved in telecoms, they transfered or sold the customer base to TT.

Re: landline and broadband query

bmc — Mon, 15 Jul 2024 13:16:14 GMT

@Miriam

You could also look at https://community.talktalk.co.uk/t5/custom/page/page-id/ForumIndex

Don't know if it's as good as the PlusNet Community.

Brian

Edit : There's also the following if you want to phone TalkTalk

https://community.talktalk.co.uk/t5/Articles/How-to-contact-TalkTalk-Broadband/ta-p/2230529

Re: landline and broadband query

Baldrick1 — Mon, 15 Jul 2024 13:21:23 GMT

@MisterW

...I suspect Talktalk are trying to work out what they are going to do with ex-Shell customers, particularly any with phone only as that is 'alien' to ISP's.

...This situation certainly has potential for going very 'pear shaped'

This is what concerns me. It seems illogical to me that TT would not take the opportunity to transfer the customer to a VoIP based service in the full knowledge that in the next year or so it will have to be moved to VoIP.

I have this feeling that over the next year or so there are going to be major issues for those with split services and that at the moment I am but a lone voice crying in the wilderness. Hopefully I am wrong!.