How can I get support for available options going forwards?

[#1]

Hello, I've tried to use the portal but it is dumbed down and useless. And there is no obvious link to get support.

My contact comes up in a few months and I am considering my options. Now that the add-on services are gone, there are fewer reasons or incentive to stay with Plusnet. So I am shopping around and considering alternatives. But I don't really want to move away (been here 24 years).

My main predicament is that I do not want to make physical modifications to my property in order to facilitate a physical layer change (i.e. no hole drilling or running of new cables).

I don't need land-line, I just want to continue with my existing FTTC product and I'd like to receive offers for doing so.

How do I sort this; who can I speak to ?

[#2]

Your best option is to call COTS (Customer Options) on 0800 013 2632.

[#3]

@starfry 

Have a look at the following. Does WBC FTTP (Full Fibre) appear as an option. If it does, what does the narrative say about Fibre Priority Exchange (Y / N)?

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

Brian

[#4]

It says WBC FTTP is available. It says below

FTTP Priority Exchange N
WLR Withdrawal N
SOADSL Restriction N

Our records show the following FTTP network service information for these premises:-Single Dwelling Unit Residential OH Feed crosses busy road requiring two engineers.

FTTP is available and a new ONT may be ordered.

The exchange is not in a current fibre priority programme

WLR is currently available at the exchange

SOADSL is not restricted at the exchange

For all ADSL and WBC Fibre to the Cabinet (VDSL or G.fast) services, the stable line rate will be determined during the first 10 days of service usage.

For all SOADSL services,the stable line rate will be determined during the first 10 days of service usage.

Actual speeds experienced by end users and quoted by CPs will be lower due to a number of factors within and external to BT's network, Communication Providers' networks and within customer premises.

If you decide to place an order for a WBC fibre product, an appointment may be required for an engineer to visit the end user's premises to supply the service

In order to be eligible for handback, downstream speed should be less than Downstream Handback Threshold values.

ADSL, ADSL2+ and SOADSL availability: If shown at FTTP or SOGEA premises,ADSL, ADSL2+ and SOADSL are not available to order due to WLR Withdrawal stop sell rules. CPs should order FTTP or SOGEA. Copper products are only available by exception.

[#5]

Edit: already answered by other people. So deleting my reply.

[#6]

@starfry 

Thanks for the information.

Although Full Fibre is available as you're not on a Fibre Priority Exchange you can order a product called SOGEA - this is FTTC without the phone element. Confusingly it's called Fibre in marketing terms.

You may have time left on your contract but you need to move soon to remove the phone before PN decide it's got to go. this will involve a new contract.

@jab1  has given you the number of COTS to phone and see what's available.

Brian

[#7]

If you contact the PlusNet COTs team, then they’ll sign you up for a fresh 12 or 24 months using SOGEA. (Discarding the landline, changing no sockets.) This means no early termination charges that would otherwise apply going to another provider.

As @bmc says, act quickly to get a renewal date because PlusNet is moving to push broadband+landline customers to EE unless the customer actively refuses. If this coincidentally happens to you, which would be unnecessary in your case, you’d have to engage with EE to cancel the switch-over.

[#8 · Accepted solution]

@starfry 

"My main predicament is that I do not want to make physical modifications to my property in order to facilitate a physical layer change (i.e. no hole drilling or running of new cables).

I don't need land-line, I just want to continue with my existing FTTC product and I'd like to receive offers for doing so."

As above, you can do this - for now! But at some time in the future you won't be able to. At that point:

1. Your then existing Plusnet contract will be up - you will want to get a new contract, to avoid high out of contract charges

2. Your exchange area will have been designated as an "FTTP only" area by Openreach.

3. Any new ISP contract and you will be required to move to full fibre.

There is currently no fixed timetable for this to be so. Even before then, Plusnet might at some point (even now?) make it increasingly 'difficult' for people wanting to stay on a landline ISP service.

[#9]

It will not be Plusnet who make it increasingly difficult, but rather BTOR.  Where FTTP is available it is foreseeable that the wholesale price for SoGEA will be racked up way ahead of inflation as is being done to WLR right new to force ISPs to get rid of their PTSN contracts (Customers).

[#10]

Thanks @Townman 

I spoke to someone on the phone and it is now clear to me that it is fibre or leave Plusnet - it isn't just a case of dropping the PSTN part of the service - you cannot stay on FTTC with copper last last mile (SoGEA).

So I'm going to do whatver I need to do to get that connection in - not sure what that will be yet, or who the provider will be - there are no longer any add-on services offered by PlusNet to incentivise retention, however the PlusNet offer does remain keen.

[#11]

@starfry 

I don't understand what PN are telling you.

As you're not on a Fibre Priority Exchange you should be able to order SOGEA (confusingly called Fibre) as opposed to Full Fibre.

I would check with other providers to see what they offer.

Brian

[#12]

It's not a case of what's available, but what Plusnet are willing to sell. Going forward, SoGEA is going to be more unreliable so need more support services, making it more expensive, so customers will probably complain that they are being 'ripped off' because Full Fibre is cheaper, etc.

Consequently, there is little or no incentive to sell this obsolete product when its successor is available. With more exchanges being regularly moved to fibre priority areas, the option will very quickly disappear.

It's a [-Censored-] to upgrade to Full Fibre, but sooner or later it's inevitable and only has to be done once.

[#13]

@Baldrick1 

I agree, but unless PN have had a Policy change of not offering Fibre (SOGEA) where FF is available the customer should still be able to get it.

Brian

[#14]

I’m not aware of any published policy. If the computer says no then from the first line support that’s the answer. Whether exceptions are made in exceptional circumstances I have no idea. 

[#15]

I'm going to do the painful thing and sort out making it possible to bring in a new cable. I may or may not do that with PlusNet, haven't decided yet.