topic Re: Ex Directory-Number withheld in Home Phone

Ex Directory-Number withheld

dp2010 — Fri, 30 Dec 2011 11:53:20 GMT

A majority of ex-directory customers withhold their number to maintain their privacy, or the caller may simply not wish to receive a return call.
You might think that asking to go ex directory your number will automatically be with held.
Not so.
In a reply following a recent enquiry to Plusnet it was learned that:-
Number withheld and ex-directory are two different things. If you are ex-directory your number will still show when you make outbound calls. If you have the number withheld feature on your account your number will not be shown.
So beware those that are ex directory and have not requested your number to be with held permanently your number will show up.
Beware also as BT 1471 tells you the last number that called - unless the caller withheld their number by dialling 141 before dialling your number or has it with held permanently.

Re: Ex Directory-Number withheld

peter10 — Fri, 30 Dec 2011 14:04:47 GMT

I wonder if the majority of ex-directory customers do withhold their number as well. I'm ex-directory to stop anyone being able to look up my number or address. However I want my number to be displayed as a lot of my friends don't always answer number withheld calls thinking that they may be marketing.

Re: Ex Directory-Number withheld

dp2010 — Fri, 30 Dec 2011 14:37:24 GMT

Peter10 has a valued point.
Its about choice and knowing what you can and can not have or being advised of such a choice, not something that always happens.
Each must decide and then request preferably when you order your home phone.
If you have chosen to have your number permanently withheld, you can use 1470 to enable your number to be released on a call-by-call basis. Simply dial '1470' before making a call.
If you are not withholding your number permanently, you can use 141 to withhold your number on a call-by-call basis. Simply dial '141' before making a call.

Re: Ex Directory-Number withheld

BRABUS — Tue, 03 Jan 2012 12:59:05 GMT

I asked that we are listed as ex directory and that our number is with held when I joined Plus Net, I was even assured on the phone by their custoemr complaints manager that this would be the case. We have just found out today that our number is not being with held. I am on the phone now trying to get to the bottom of it.
I am now so worried about the safety of my wife (long legal story - I wont bore you) that I am awaiting talking to someone senior in Plus Net to sort this out. The last time this happened we had to change phone number and move

Re: Ex Directory-Number withheld

BRABUS — Tue, 03 Jan 2012 13:00:00 GMT

Typical, a soon as I press the buttonm to post the senior person in Plus Net ahs just called, he is investigating and promised to call me back.

Re: Ex Directory-Number withheld

dp2010 — Tue, 03 Jan 2012 15:33:32 GMT

BRABUS
May i sugsest you also check the internet. BT, 118, and 192 Sites to make sure you are not lkisted.
As posted Ex diectory and number with held are seperate. PN do not tell you about this at the time of order.
Please post what complaints manager says.

Re: Ex Directory-Number withheld

BRABUS — Wed, 04 Jan 2012 16:33:47 GMT

The complaints manager assured me that it would be witheld as a matter of urgency (within 24 hours).
I am just sat on the phone 28 hours later trying to find out why my number is still not withheld

Re: Ex Directory-Number withheld

James — Wed, 04 Jan 2012 16:38:55 GMT

Hi,
Looking at the order, it appears to have completed this morning.
Let me know how you get on with the call. As far as I'm concerned calls from your phone should be withheld (with a 1470 override).

Re: Ex Directory-Number withheld

BRABUS — Wed, 04 Jan 2012 16:53:15 GMT

Hi James I have just sent you a PM, I m sorry if it appears short but I am seriously getting concerned about this and about the staff I have been dealing with.
You have my number so if you can call me it would be appreciated.

Re: Ex Directory-Number withheld

BRABUS — Wed, 04 Jan 2012 16:57:26 GMT

Well thats kind of spooky......as soon as James gets involved the numbers are suddenly with held

Do Plus Net need to do some staff training?

Re: Ex Directory-Number withheld

James — Wed, 04 Jan 2012 17:06:52 GMT

Hiya,
As I mentioned on the call I don't think this is a training issue, but I'm glad that things are now working!
The order was placed yesterday, as was showing as complete so I am uncertain as to why it took a bit longer to start working!

Re: Ex Directory-Number withheld

James — Wed, 04 Jan 2012 17:09:51 GMT

Quote from: dp2010
As posted Ex diectory and number with held are seperate. PN do not tell you about this at the time of order.

Hi DP2010,
I'm not sure why we would tell you that withholding your number, and not placing your number in a telephone directory are two separate things unless you asked us.
Most people who want to be ex-directory have no interest in getting their number withheld.

Re: Ex Directory-Number withheld

BRABUS — Wed, 04 Jan 2012 17:14:12 GMT

James I think where the training issue comes in that one agent tells me it is 24 hours to take effect and another one tells me it happens the same day. Some one is right and someone is wrong. Alternatively both are right and both are wrong and BT Openreach systems are a law unto themselves and you are obviously reliant upon them

Re: Ex Directory-Number withheld

James — Wed, 04 Jan 2012 17:19:05 GMT

It's a one working day order.
If you let me who told you otherwise I can happily pick it up with their manager.

Re: Ex Directory-Number withheld

BRABUS — Wed, 04 Jan 2012 17:46:27 GMT

James I can not remember the name of the individual but I am sure it could be picked up by listening to your call tapes but there have been a lot of calls about this. This is probably OTT and maybe a simple reminder to all staff would be a simpler option and without making an individual feel singled out as lets be hionest we all make mistakes from time to time At least its not like the last one I made at work that cost over £5 million

Re: Ex Directory-Number withheld

TheIslander — Wed, 04 Jan 2012 23:01:13 GMT

Just to let some know if you do have permanent number withhold. If you dial 1470 before the phone number you call. The caller display on the other end will show your number for that call only.

Re: Ex Directory-Number withheld

BRABUS — Thu, 05 Jan 2012 10:29:54 GMT

Just a slight correction to the info above about 1470.
There are 2 options for with holding your number.

Number permanently with held

Number with held with the option of the 1470 override for that call

I wasn't aware of these 2 options before my fun and games so I thought I would let people know.

Re: Ex Directory-Number withheld

dp2010 — Thu, 05 Jan 2012 11:12:00 GMT

Hi James
At the start of this topic I wrote A majority of ex-directory customers withhold their number to maintain their privacy,
This information came from a BT web site.

I have no idea how many people that are ex directory choose to with hold there number.
We see on this topic two that have chosen their respective ways for different reasons. One is happy to show his number the other does not.
Privacy and security come to mind and a customer needs to be given a choice.
But if the customer is not aware of the choice in the first place they are then limited and restricted.
You state that most people who want to be ex-directory have no interest in getting their number withheld is this because they choose too or are not aware of it.
It is important to give PN customers choice and make them aware of what is available.

Re: Ex Directory-Number withheld

emgee — Thu, 05 Jan 2012 14:00:08 GMT

I had exactly the same experience an hour ago - despite me making it clear that it was a deal-breaker, the customer options adviser assured me that Plusnet cannot permanently withhold an ex-directory number. (He even went off to check.) I then did a quick Google search which led me to this thread. Could someone tell me who to ask for when I phone in again, because I would like to switch?

Re: Ex Directory-Number withheld

jojopillo — Thu, 05 Jan 2012 14:12:07 GMT

Hi emgee,
It's not something we offer as any sort of call feature, but it can be added. For that reason I can see that it's not something everyone knows about. If you get through to someone who is unsure again, you can ask them to contact me for clarification.
Jojo