Broadband cancelled after transferring landline to Andrews and Arnold

[#1]

Hi to everyone,
I suspect this will not be the first or last time this will happen and I'm sure I've made mistakes.
I had a landline and unlimited fibre to the cabinet package, with plusnet. Because I needed the landline and knew that in two or so years time this will stop, I decided, rightly or wrongly to sort this out.
So I changed my package to unlimited fibre without landline and received the hub 2 modem. full fibre wasn't available in my area. I waited for about a few days with the broadband working, before getting Andrews and Arnold to get my landline number which was now in quarantine via the one touch service. I decided to use Voip for this landline number.
Come the date, about 10 days later, when the number was transferred, my broadband was cancelled.
I got told AA had requested the broadband and AA have said that was not the case. I received an email from Plusnet saying the broadband had changed to AA. I called and was told it was just the phone line. Then that changed so again.
I suspect I have done something very wrong.
I've now been told to pay for a connection and wait for 10 days. I was told previously that my account was still live and openreach would be asked for a connection code. This didnt happen but deep down I'd prefer to find a new ISP and hope I don't have more trouble.
So the question I want to ask is what has really gone on and should I have done things differently?


On the date the

[#2]

I waited for about a few days with the broadband working, before getting Andrews and Arnold to get my landline number which was now in quarantine via the one touch service

@Sethf that's the first number port I've heard of that used the OTS service. I wonder if there's a bug in the service which caused the broadband to be ported as well, although

I got told AA had requested the broadband and AA have said that was not the case. I received an email from Plusnet saying the broadband had changed to AA. I called and was told it was just the phone line.

I'd be tempted to believe A & A, especially since Plusnet seem to be confused as to whether its just the phone line or not ...

I'm going to try escalating this to establish exactly what's happened

[#3]

I'm going to watch this thread with interest!

I had, and I suppose probably still do have at this moment in time, Plusnet FTTC broadband and home phone. A couple of weeks ago I received the email stating that I was never sent the contract details when I renewed last year, so took the opportunity of doing what I intended to do anyway when it expired next April, and have Zen installed via CityFibre and leaving PN without ETCs.

The FTTP Zen Internet went live last Monday, (18th), and after confirming that all was well with it, I signed up with A&A to take over the phone line - with the expectation and desire that would also terminate the PN service completely.

The number port happened earlier today over a period of about 1.5 hours, and although we still have dial tone on the master socket, 17070, as expected, gives a new number.

I'm now expecting to receive a final bill from PN in the next few weeks - I hope that I don't also end up with A&A FTTC broadband as well!

Once my PN account has been fully closed, what should be on my copper line? Should there still be dial tone or will it be "dead"? Will there be broadband signals, but no internet service?

***EDIT***

Whilst typing this, I have just receved an email from PN titled "Your Plusnet Protect service has been cancelled". Is that connected with this, and therefore an indication that my account is being closed - or is it something that all customers are getting?

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[#4]

@Sethf  From the evidence you have supplied it looks like Plusnet have messed up.  If you had a working Plusnet broadband service with no phone line (An SOGEA service) by implication that has no phone number associated with it so it is very hard to understand how porting your old phone number caused your new account to be cancelled. 

As they have cancelled your Broadband in error you should be allowed to leave and go to another supplier if that's what you want to do.

[#5]

Thanks RealAleMadrid,
This is what I'm thinking of doing. I'll do my research.

[#6]

Thank you MisterW,
I've received conflicting information and wonder too, if there is a bug with the OTS.

[#7]

Mr_Paul,
I believe its connected to it. I got a similar message. The day my fibre without landline went live, the landline had the dead tone.

[#8]

@Sethf 

"The day my fibre without landline went live, the landline had the dead tone."

Can you clarify what you mean by "dead tone" please?

Do you mean silence where there used to be dial tone, a continuous tone like the old Number Unobtainable - or something else?

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