topic Re: Leaving Plusnet - observations. in Plusnet Feedback

Leaving Plusnet - observations.

PowerLee — Sat, 17 Jan 2026 15:31:43 GMT

I'm a current FTTC & leaving Plusnet next month for a new provider so I have received the "Sorry to hear your moving your landline service" email.

One thing in the email I noticed is it mentions - Line rental saver. If you have our line rental saver, please be reminded this is non refundable.

I used to have line rental saver in the past but IIRC its not been available now for a few years, so maybe someone should check / update the emails being sent out to customers?

I also found the one touch switch service wouldn't work as it couldn't find my Plusnet account details.

Account number, full name, home phone number, address all inputted & every time it failed to find the account.

New provider tried & also failed with one touch switch, but they managed to over ride & manually set things in motion.

As the email sent wasn't very clear, does moving my phone number away from Plusnet / Openreach network also cease the FTTC broadband?

Re: Leaving Plusnet - observations.

Baldrick1 — Sat, 17 Jan 2026 16:30:31 GMT

@PowerLee wrote:

As the email sent wasn't very clear, does moving my phone number away from Plusnet / Openreach network also cease the FTTC broadband?

Yes.

Are you moving your Broadband and Phone to different providers?

I don't know the implications but can imagine that such actions could cause issues.

Re: Leaving Plusnet - observations.

PowerLee — Sat, 17 Jan 2026 23:12:41 GMT

Phone & broadband both being moved to the same provider - non Openreach network.

Moderator's note:
Full quote of preceding post removed as per Forum rules.

Re: Leaving Plusnet - observations.

Townman — Sat, 17 Jan 2026 17:11:41 GMT

Ah non-Openreach provider.

Have you used one touch switch?

All your new provider should have needed was your phone number. Migrating the phone service / number should be enough to cancel your Plusnet FTTC service … however given the new provider is not taking over the BT Openreach asset there’s a risk of Plusnet not receiving notice that the broadband service has ceased and consequently billing could continue.

Keep a watch when the service transfers … indeed consider confirming with Plusnet that the know the service has moved. Ownership / billing for the asset does not cease until Openreach notifies the ISP that the circuit is ceased. Moving off the BT network does not always ensure that happens.

Re: Leaving Plusnet - observations.

PowerLee — Sun, 18 Jan 2026 08:58:16 GMT

@Townman wrote:

Ah non-Openreach provider.

Have you used one touch switch?

I attempted to several times & it wouldn't work as it couldn't find my Plusnet account details.

The new supplier also tried & got the same result, couldn't find my Plusnet account details.

The new provider manually over rode the one touch switch system & set the wheels in motion.

Plusnet obviously know the phone number is moving to a new provider as Plusnet have sent one email so far.

Ill keep an eye out for further emails from Plusnet nearer the time as I believe its only 14 days required to cancel the FTTC broadband service?

Re: Leaving Plusnet - observations.

Gandalf — Sun, 18 Jan 2026 09:23:42 GMT

The phone transfer should cease your broadband and close your account on completion. PM me your username and I’ll have a look tomorrow though.

Re: Leaving Plusnet - observations.

PowerLee — Sun, 18 Jan 2026 12:31:56 GMT

@Gandalf wrote:

The phone transfer should cease your broadband and close your account on completion. PM me your username and I’ll have a look tomorrow though.

Thanks for the offer, I've PM you the username.

Re: Leaving Plusnet - observations.

PowerLee — Sat, 07 Feb 2026 09:39:30 GMT

Had an automated email from Plusnet about my current contract coming to an end & my renewal options.

With the PSTN switch off now less then a year away, why is Plusnet even offering customers with a phone service the option to renew there current contract for 12 months?

Surely this is just kicking the can down the road & opening up Plusnet to annoyed customers when they will get an email out the blue in the near future saying " sorry we can no longer provide you a phone service "

Re: Leaving Plusnet - observations.

Townman — Sat, 07 Feb 2026 16:22:18 GMT

Why not?

It a user’s choice when they decide to make the change … until it becomes not their choice. Removing the option before there’s a clear plan would be seen by many as heavy handed and in many cases force people into difficult choices on a time critical contract renewal.

I would agree that renewing “as is” should come with a big health warning. It is a choice for the consumer to make, not one to be imposed by a stop sell. The demise of PTSN is a long way from being clear. There does not appear to be a clear industry plan of how users are to be supported through the imposed demise of PTSN in an environment where Openreach a has failed massively to get fibre to every corner of the U.K. before the intended switch off of the telecommunications voice network.

Openreach in not providing a wholesale VoIP overnight akin to that of PTSN to retail CPs has done a disservice to consumers and resellers alike. It is estimated that they are still 1 million voice only lines to be changed to something else which few CPs have access to / will provide. I do not see plans on how those will be addressed.