Broadband cancelled after transferring landline to Andrews and Arnold

[#1]

Thanks for responding @Sethf 

I'm afraid I can't give a definite reason for why this has happened as the matter is still under investigation.

Once you're up and running I'd be happy to look at a gesture of goodwill for the inconvenience this has caused

[#2]

@Sethf 

It may not matter but you've lost any PN e-mail address you had. E-mail is not offered with new accounts.

Brian

[#3]

@bmc - Brian good call.

@MatthewWheeler - as per SU's discussions can this be examined please?

[#4]

I'll let @Sethf confirm but I believe they weren't actively using their Plusnet e-mails.

We can get the account changed over to a mail-only one given the circumstances if it's needed but this would need a new account creating

[#5]

Thanks bmc. I didn't have an email account with plusnet

[#6]

Thank you Townman.
In regards to point 4, I did receive an email from Plusnet to say my broadband had been taken over by A&A. So I called plusnet that day, only to be told that it was only the phone line that was being taken and not to worry. I then called A & A who also confirmed this.
When the broadband was shut down I called plusnet again only to be told that the previous advisor was wrong and that A & A had taken the broadband. You can see what I did next. Bouncing between the two.

[#7]

Dear Matthewheeler
Below are the timelines of the events that had happened:-
9th Nov Previous unlimited broadband with landline contract end date landline and broadband. So needed to sort out

4th Nov 2024 called plusnet at 3.26pm to confirm my change of product and be porting my landline number to A&A
Product change request received with pre contract summary.

7th Nov activation date for new product with hub2 modem with everything working

8th Nov(not sure of time but would have been early morning) commenced the One Touch process with A&A

8th Nov(0930) Plusnet email saying sorry I am leaving broadband for A&A
Also Received confirmation email from A&A at 1000 confirming communication with plusnet

A second email was received from Plusnet explaining that the broadband with A&A would start that day the 8th Nov

I called plusnet at 1030 on 0330 1239 123 and told only phone line was changed

Used the broadband without issue with the landline now dead.

12th Nov A&A confirmed sending request to plusnet for porting the landline to voip

21st Nov(1600) confirmed activation date from A&A for the number

21st Nov(around midnight or in the early hours of 22nd) modem light showing flashing orange after 2 weeks of use. Did the usual checks and realised it must have something to do with the porting of my landline

22nd Nov called plusnet and received email confirming that my new supplier seems to have requested the broadband as well as the phone line but they couldnt see the source of the order to see exactly what had happened. It was suggested I check in with the other supplier to make sure just requested the phone line.
Etc. This was followed by the email indicating Norton protection was now cancelled. Checked with A&A and they reconfirmed it was only for the landline.
During those two weeks with no landline, my elderly and myself missed medical calls

25th Nov I returned the old hub one router

Moderator's note by Mike (Mav): Duplicate post released from Spam Filter and removed.