topic Re: My Phone problem in Home Phone

My Phone problem

msgpie — Sat, 09 May 2026 19:16:43 GMT

We lived in the country with frequent power cuts. A copper line was still needed for medical reasons when the internet was upgraded. PlusNet arranged with Openreach to add an extra line so that we had a light internet connection with the phone and kept the separate higher spec line. Bereaved and disabled forced a move into town to a smaller flat. I now had the chance of full fibre with PlusNet but no phone. They said I could migrate to EE. That seemed the only option. I had an old desktop computer which did not have wi-fi but had everything on and a new computer to replace it but not yet set up. Also an old laptop which was able to pick up the not very strong wi-fi in the building. I desperately needed to access my old computer. Reluctantly I contacted EE. They were quick to arrange an account, expensive I thought. My only phone is a basic PAYG Nokia flip phone used only for emergencies when out. They wanted to offer me add ons and I was passed to someone else to deal with that. When I said I didn't want add ons I was cut off and no call back. EE sent equipment, including a wi-fi link for a computer that couldn't use wi-fi. They were supposed to have Openreach check the connection in the flat and, if OK, to come and connect it as I was unable to do so. I had picked up something about difficulty contacting Openreach. After 10 days and difficulty contacting EE I asked PlusNet to come in with the internet connection. They opened an account immediately and, within an hour I had contact from Openreach and the earliest possible connection date was setup and completed. I was live, thank goodness. PlusNet were unable to complain to the BT Group so, after a difficult search found the CEO for Consumers and wrote to her. I congratulated her on her message about what the group were achieving and then asked why they discriminated against their own group customers with PlusNet. She sent the letter to PlusNet who contacted me. They said, as they had before, that they wanted to supply the phones. Then explained they have the technology, what they don't have is updated accounting which is different with the voip phones and updating it all is very expensive and, as yet, they did not have the funding. They could not recommend a phone provider who could piggy back on their connection but to ask here, in the forum, if any of you knew such a provider. They did say some equipment might be needed, I presume, to connect the home phones to it. So, her I am, asking if you know any reliable company who could do that.?

Re: My Phone problem

Baldrick1 — Sat, 09 May 2026 20:48:57 GMT

Rude, unhelpful post removed.

Re: My Phone problem

pvmb — Sun, 10 May 2026 08:20:27 GMT

@msgpie wrote:

PlusNet were unable to complain to the BT Group so, after a difficult search found the CEO for Consumers and wrote to her. I congratulated her on her message about what the group were achieving and then asked why they discriminated against their own group customers with PlusNet. She sent the letter to PlusNet who contacted me. They said, as they had before, that they wanted to supply the phones. Then explained they have the technology, what they don't have is updated accounting which is different with the voip phones and updating it all is very expensive and, as yet, they did not have the funding.

I was in the process of trying to answer this post before I discovered it has been removed from ordinary user access. I assume it is now being dealt with by PN staff.

But, apart from that, I found the above extract 'interesting'!

Re: My Phone problem

njay — Sun, 10 May 2026 11:01:28 GMT

The Plusnet reply suggests the reason for no digital voice is Plusnet funding rather than BT Group positioning.

Either way its disapppointing as i would imagine with the apparant long term demographic of plusnet account holders and particularly those that have BT landline and plusnet as ISP (so likely to have email/web/domain hosting too) it would have been far more preferable to one touch transfer to plusnet on a FTTP plus digital voice equivalent as no loss of any services.

I feel Plusnet missed a whole market segment here as even the transfer to EE still loses the plus net email and i guess possible domain hosting if moved before greenby migration occurs.

Re: My Phone problem

pvmb — Sun, 10 May 2026 12:12:24 GMT

"The Plusnet reply suggests the reason for no digital voice is Plusnet funding rather than BT Group positioning."

Which could, of course, amount to one and the same thing.

Going forward (to coin a phrase!), with the newly appointed director of BT and the change of direction in corporate policy, we will have to wait and see how things develop in the longer run.

BT Refreshes UK Consumer Brands and Relaunches BT Mobile Service - ISPreview UK

BT launches Behind Brilliant Things as part of rebranding | thinkbroadband

Noticed this:

"A problem for all broadband providers is that a decade ago, full fibre was new and exciting but now it is a utility and the excitement is less as so many have it as an option. Social media is increasingly filling with people upset at the changes required to get a new bit of fibre to replace the copper into their home, and installers don’t have the time or resources to do bespoke designer grade installs for every customer."

😃

Re: My Phone problem

Baldrick1 — Sun, 10 May 2026 14:10:00 GMT

@msgpie Welcome to the Plusnet Community Fora.

I suspect that your long post primarily relating your tale of woe has put members off the scent.

Am I right is assuming that your real pupose in coming here is not to garner sympathy, but to seek advice on how to go about moving your telephone number to a third party VoIP provider?

Re: My Phone problem

pvmb — Sun, 10 May 2026 14:43:37 GMT

...If ordinary replies to the OP are still in play here, then I may as well post my original thoughts:

@msgpie

Phew! Complicated.

Firstly, are you registered with Plusnet as a 'Vulnerable User'? This seems important in your case and could perhaps affect outcomes.

A couple of quick random points here:

Wi-Fi - You don't need to buy a new computer just to get Wi-Fi. My now somewhat elderly Dell came without Wi-Fi but works happily with the Hub 2 on a 5 GHz Wi-Fi link via a simple and inexpensive USB Wi-Fi dongle. Such USB adaptors are widely advertised on the Internet - or even from Argos.

Openreach - Under normal circumstances Openreach do not deal directly with householders, their 'customers' being the Communication Providers, such as Plusnet. The exceptions are new physical installs (i.e. FTTP) and complaints over same.

Home Telephone - As I assume you already know, the traditional 'landline' telephone service is being switched off this year, for everybody (with a few very specific exceptions) so that's going, one way or another.

"A copper line was still needed for medical reasons when the internet was upgraded."

Could you explain this further. Is it about medical alarms, pendants?

More advice on how to proceed with a home telephone in future (if needed), even if you want to stay with Plusnet, can be readily available on here if you want more advice or information.

Don't panic!

Re: My Phone problem

Lawrencium103 — Sun, 10 May 2026 15:47:21 GMT

@msgpie wrote:

So, here I am, asking if you know any reliable company who could do that.?

Yes, I recommend Voipfone. They are not the cheapest but are very helpful and probably the best choice for you:

https://www.voipfone.co.uk/plans/residential