topic Re: Plusnet - the final stupidities in Plusnet Feedback

Plusnet - the final stupidities

LSAS — Wed, 30 Sep 2026 10:50:52 GMT

Used to be a great company but no more: First I had to move my email provider to avoid the Greenby train wreck. Now I'm told that I can be "moved" to EE with a broadband connection and VoIP phone, but loose my static IP. Or I can remain with Plusnet and keep the static IP, but without phone. It says that I can terminate the contract at no cost because of the loss of static IP.

So I call the "Support" number and ask if I can just port the phone number to another provider and stay with Plusnet. Get told that Plusnet would immediately cancel the contract and charge me a termination fee for the privilege. Is that right? You are going to drop the phone line anyway, but won't let me port the number without throwing your toys out of the pram?

After a couple of calls to "Support" I realize that you can't get any sense out of them. And the story changes each time. So, I ask "Support" to raise a complaint ticket so that there is a written audit trail (they did away with "Chat" support a while ago, although one of the "Support" folks tried to tell me otherwise - until I told him go check). Eventually, after a lot of persistence on my part and a lot of wasted time, I get a ticket raised. And add the details of my complaint and the resolution I'm after, as follows:

either:
(a) Plusnet allow me to port the landline number but keep existing broadband and static IP up to end of contract. I will decide at the end of contract whether to renew with Plusnet or move to another provider.
or:
(b) I port both landline number and broadband to another provider. Plusnet allow this and do nothing that would inhibit it. Plusnet also refund me the entire balance of the account without any termination fee.

In view of the short timescale (imposed by Plusnet) if I do not receive a satisfactory resolution before Monday 5th October I will initiate option (b). In that case I require that Plusnet do nothing to impede this and to refund me the entire balance of the account without any termination fee.

What does Plusnet do? "We are closing this ticket as we are no longer able to support queries raised online. Please call us on 0330 123 9123 and we will be able to support you further." Humm - that'll be the support number that you can't get any sense from and it will be able to "support" me further than the closing-ticket-no-support-at-all "support"? I don't think so. And YOU, Plusnet raised the ticket - why do that if you can't support it? Doh!

So next week I think sees me porting the number and the broadband and then probably a complaint to Ofcom when (as seems likely) Plusnet manage to sabotage this in some way and/or refuse to refund my money.

Re: Plusnet - the final stupidities

Baldrick1 — Wed, 30 Sep 2026 11:04:00 GMT

@LSAS wrote:

... It says that I can terminate the contract at no cost because of the loss of static IP.

If you have this in writing then I fail to understand your problem. If your account is in credit then providing you leave your current payment method in place this will be refunded when the account is finally closed, which will be a few weeks after leaving.

Re: Plusnet - the final stupidities

bmc — Wed, 30 Sep 2026 11:06:31 GMT

@LSAS

You should be able to stay with PN and move your landline to a VOIP provider.

What you need to do is change your account to either SOGEA (FTTC without the phone service or Full Fibre if it's available and you want it). This will involve a new contract. Once it it confirmed you have moved then you port the number.

You CANNOT port the number prior to this move.

You can look at the following to see what's available to you or phone the PlusNet Customer Options Team on 0800 013 2632

https://www.broadbandchecker.btwholesale.com/#/ADSL

Your Static IP is tied to your account, not your contract or the product your on.

Brian

Re: Plusnet - the final stupidities

MisterW — Wed, 30 Sep 2026 11:11:25 GMT

To explain this

Currently , your broadband and phone contract is based on the phone number as the 'primary Openreach asset'. If the phone number is ported it ceases the primary asset and thus closes the account.

You can change your product to a broadband only (SoGEA or FTTP) product which will disassociate the broadband from the phone and just cease the phone. You can then port the phone number to voip within 30 days. Note that the change would involve a new contract but would retain your static IP

Re: Plusnet - the final stupidities

PhilipHeyes — Wed, 30 Sep 2026 11:14:49 GMT

Note EE Digital Voice and VoIP are not the same.

EE Digital Voice is delivered via the EE Hub only i.e. you will not get SIP Credentials or SIP Server details.

VoIP has greater complexity to set up but offers complete flexibility of ISP, location & type of device used.

Re: Plusnet - the final stupidities

SixCopperKs — Wed, 30 Sep 2026 11:19:53 GMT

The answers 2 and 3 and 4 above are correct. Read them carefully, because they’re coming from slightly different points. Decide whether you’re pursuing your proposed options a or b.

[edited to include answer 4 (which appeared while I was typing) and the helpful answer 5.]

Re: Plusnet - the final stupidities

LSAS — Wed, 30 Sep 2026 11:17:59 GMT

"This will involve a new contract. Once it it confirmed you have moved then you port the number"

That's basically a ransom demand - you can't port your number unless you sign up to a new contract. And I probably don't want a new contract with such a stupid company anyway. In any case, I'd prefer to let the existing deal run and chose at the end.

And I don't want to (yet again) call "PlusNet Customer Options Team on 0800 013 2632" because you cannot rely on what they say (that's when you are not on hold, listening to loud and unpleasant "music").

BTW: "SOGEA" is what I already had but with landline cut off (and I know that the broadband already works without a landline following a landline fault a couple of months ago)

Re: Plusnet - the final stupidities

ExForce9 — Wed, 30 Sep 2026 11:28:31 GMT

@LSAS

Can you confirm whether you broadband is ADSL or FTTC ? - as the outcomes are different.

Assuming that your broadband is FTTC then -

@LSAS wrote:

... I call the "Support" number and ask if I can just port the phone number to another provider and stay with Plusnet. Get told that Plusnet would immediately cancel the contract and charge me a termination fee for the privilege. Is that right?

Yes that is technically correct (by omission). If YOU unilaterally port your phone number away to another provider while your broadband is FTTC then doing that will close your Plusnet account.

@LSAS wrote:

... Or I can remain with Plusnet and keep the static IP, but without phone

Yes, you can do that, BUT when your account account is confirmed to have had the phone service removed, the phone number is held 'in quarantine' for 30 days, and within that time period you can port your phone number to a third party VoIP provider.

If you want to stay with Plusnet and keep your static IP and your phone number (ported to VoIP) -

In your Member Centre, 'upgrade' your broadband from FTTC to SoGEA (FTTC without phone) or FTTP.
Wait until you get email confirmation from Plusnet that the 'upgrade' has completed.
Then 'port' your phone number to a third party VoIP provider.

Or take everything and move to an ISP that values their customers, and isn't in a self inflicted death spiral !.

EDIT: my typing was too slow, and most of these points already got answered !.

Re: Plusnet - the final stupidities

jab1 — Wed, 30 Sep 2026 11:23:15 GMT

If you already have SOGEA, why did you not port your number at that point? If it was more than 30 days ago, it is lost anyway.

Re: Plusnet - the final stupidities

Townman — Wed, 30 Sep 2026 12:21:42 GMT

@LSAS

Are you sure you have SoGEA?

Just because your broadband kept working when the phone was not, does not mean you are on SoGEA. Your services infrastructure has three network components...

Copper d-side connection from the cabinet to the house - carries voice and VDSL (broadband signal)
Copper e-side connection between the cabinet and the exchange
Fibre to the cabinet connection from the exchange

A failure of (2) will 'cut off' the telephone with zero impact on FTTC broadband.

A part-failure of (1) [single leg disconnect] will 'cut off' the telephone whilst potentially leaving FTTC broadband operating in a degraded manner, which can pass unnoticed.

If you truly have SoGEA - then this whole discussion is utterly nugatory. However, given you have been in discussion with PN over porting the number away you MUST still be on FTTC.

Re: Plusnet - the final stupidities

ExForce9 — Wed, 30 Sep 2026 12:45:44 GMT

@Townman wrote:

@LSAS

Are you sure you have SoGEA?

@LSAS should be able to check this by looking at what the broadband account is called in the Member Centre

"Unlimited Fibre" = 40/10 FTTC
"Unlimited Fibre Extra" = 80/20 FTTC
"Fibre" = 80/20 SoGEA

Re: Plusnet - the final stupidities

RadioFox — Wed, 30 Sep 2026 15:41:04 GMT

@LSAS said:-

"...ask if I can just port the phone number to another provider and stay with PlusNet..."
"..."SOGEA" is what I already had but with landline cut off..."

I'm a bit confused. So do you currently have an active landline?

Re: Plusnet - the final stupidities

LSAS — Wed, 30 Sep 2026 16:09:24 GMT

My point was that SoGEA is effectively just a brandname - taking what was a working connection to the customer and disconnecting the baseband component while leaving the broadband HF down the same wires from the cabinet. So what I currently have is FTTC which is a baseband POTS connection with superimposed broadband. (And the previous failure was #2 on your list)

If I were daft enough to take out a new contract with Plusnet they'd just have OpenRetch disconnect the POTS component from the exchange to the cabinet and rebrand the remains as SoGEA - good work for OpenRetch coz they can then sell off all that loverly copper 😉

So, Plusnet won't let you simply port the number, even though you are going to loose it anyway when they disconnect the baseband. Instead they insist you take out a new contract or they charge a termination fee - for terminating a contract that Plusnet have broken. And if you want to discuss this with them - as they say "Good Luck With That".

The only way to contact them is by phone - they've done away with Chat and though I managed to get them to raise a "support" ticket they immediately closed it again. And the phone "Support" is like a bad parody of what you would expect from an evil company pretending mere incompetence. Perhaps that's the game - drive away all but the ignorant customers, those who will put up with anything, reduce service, increase prices and enjoy the extra profit while it lasts.

Anyway, looks like my Get Out Of Jail card is probably the static IP - whether Plusnet will let the port go ahead without causing trouble remains to be seen...

Re: Plusnet - the final stupidities

LSAS — Wed, 30 Sep 2026 16:18:20 GMT

"Or take everything and move to an ISP that values their customers, and isn't in a self inflicted death spiral !."

I've come to the view that this is what anyone in their right mind would do. I'll wait till next week to see if I can get any sense out of them, failing which I'm off.

PS: Broadband is "Unlimited Fibre" = 40/10 FTTC = VDSL-2 to house

Re: Plusnet - the final stupidities

Townman — Wed, 30 Sep 2026 16:27:18 GMT

SoGEA is not a brand-name it is a technically differently configured product, most notably how it is "built" in the management systems. As has been explained FTTC is built over a telephone product, SoGEA is not.

If you "port away" the number on a FTTC service you'll "crash out" the whole configuration, including your Plusnet service account. Plusnet is not stopping you porting your number, but the process must be done in a graceful manner, the rub for you is that it needs a new fixed term contract.

Plusnet has given you a penalty free option: migrate to EE switching to SoGEA (or FTTP if available) and Digital voice for the same price tied only until the end of the existing contract. They have even gone so far as to add that if you have a fixed IP address, given that EE cannot offer a fixed IP address, you can terminate the contract without ETCs and do whatever you want.

If however YOU chose to keep your broadband service with Plusnet and port the telephone number to another VoIP provider you can do that too ... though that requires a new SoGEA or FTTP contract with Plusnet.

There are a good few choices available, but be careful a unilateral number port will cause mayhem. I am not sure what the process is for exiting without ETCs having a fixed IP address. In the case of a past special exceptions escape clause, one had to notify the business of the intent to use the special exit conditions before doing so. I will ask for you.

Re: Plusnet - the final stupidities

bmc — Wed, 30 Sep 2026 16:48:30 GMT

@LSAS

This is an OpenReach driven exercise - they are shutting down PSTN come what may. Add in that the BTGroup decided that PN would not be offering VOIP and you find yourself in your current situation.

You have 3 options.

Move penalty free to EE on the same terms and conditions (including remaining time) as your current PN contract but lose your Static IP.

Stay with PN for internet and then port your number out to a VOIP provider. This keeps your Static IP but comes at the cost of a new contract plus a few days downtime on the phone.

Move to an ISP who does both (like Zen Internet). This costs you your Static IP and would require a new contract.

Brian

Re: Plusnet - the final stupidities

jab1 — Wed, 30 Sep 2026 16:56:30 GMT

Although if @LSAS moves to Zen - for FTTC or FTTP , they will get a (new) fixed IP as standard.

Re: Plusnet - the final stupidities

ExForce9 — Wed, 30 Sep 2026 17:02:38 GMT

@LSAS wrote:

"Or take everything and move to an ISP that values their customers, and isn't in a self inflicted death spiral !."

I've come to the view that this is what anyone in their right mind would do.

@LSAS

Several posters in this topic saw this debacle coming back in September 2023, when Openreach changed the copper landline product ordering rules, along with the phone, ADSL, and exchange retirement deadlines, and have already abandoned the sinking Plusnet but still post here as ex-customers.

As you are considering moving away from Plusnet, have you investigated whether any AltNet FTTP providers are available at your address ?, by doing so you can move entirely off Openreach infrastructure, and be free of any Openreach, BT, EE, or Plusnet clown show operations.

Note that -

AltNet FTTP typically has much higher upload speeds than equivalent Openreach FTTP packages.
AltNet FTTP is usually cheaper than comparable Openreach FTTP via ISPs.
Many AltNet ISPs will pay off your existing ISP's exit fees (as a joining sweetener) if you ask.
Some AltNet do offer static IP addresses. They are not usually advertised but can be available on request.

Note that VoIP and "Digital Voice" are NOT the same thing !

"Digital Voice" is a digital phone system that is locked to the broadband providers router, and call charges can be expensive.

"VoIP" can be used with equipment of your choice (including mobile apps), and call charges tend to be inexpensive.

If you do move away, don't get trapped again by locked in services (like Plusnet email, etc) and keep your phone service as an independent product from your broadband provision, so in future you can move one or other without being locked in by an ISP bundle. Therefore I don't recommend using "Digital Voice.

Re: Plusnet - the final stupidities

RobPN — Wed, 30 Sep 2026 17:30:04 GMT

@ExForce9 wrote:

Note that VoIP and "Digital Voice" are NOT the same thing !

"Digital Voice" is a digital phone system that is locked to the broadband providers router, and call charges can be expensive.

"VoIP" can be used with equipment of your choice (including mobile apps), and call charges tend to be inexpensive.

True, but as you probably know, 'Digital Voice' and (multiple) third party VoIP can easily be used seamlessly over the same phone and same Internet connection - e.g. Digital Voice for incoming calls only and outgoing calls via whichever VoIP account is cheapest for a particular call.

EDIT; And it's possible to use the Digital Voice number as CLI on the VoIP accounts.

Re: Plusnet - the final stupidities

LSAS — Wed, 30 Sep 2026 19:56:52 GMT

Good points.

I'm actually planning to port the number to voipfone. I've opened a trial account with them and it "just works". And their Support is everything that Plusnet "support" is not - phone, chat, email. And (multiple times) an email response within the hour.

I'm also planning to port the broadband to them at the same time - hopefully less chance for Plusnet to scr*w things up if both happen together. Probably not a long term deal, but their cost - no contract - isn't much more than a 12m lock-in with Plusnet or 24m with Zen.

I started from "how do I make this work with Plusnet - they were very good in the past" to "how do I escape this scum company as soon as I can, without them scr*wing me over?"

General comment: there are good providers and bad providers. Plusnet were, once upon a time, "good", but are now the near epitome of "bad". Mythic Beasts, to whom I moved my email with the Greenbe fiasco, are great. Voipfone, to date, are great. I've read good things about Zen but not tried; maybe long term. Anything BT = Plusnet = EE (and BTW anything that GoDaddy touches) - the bargepole quote comes to mind.

Hope this is of help to someone considering Plusnet - Top Tip: Don't !