Open Reach Rules

[#1]

I have just gone to Broadband only and will no longer use home phone. Plusnet tell me I can't use the full fiber ,which has been installed for each. Apartment in a McCarthy. stone complex, because we wear Tunstall call for help bracelets. Tunstall have assured us. That they DO NOT interfere with the line. Plusnet say. Open Reach won't change rules.

[#2]

@LizMac42 That does not make sense. If Plusnet/OR accepted and completed a move to SoGEA - thus terminating your phone connection, there is no reason whatsoever why you cannot move to Full Fibre. I assume your bracelets work over a 4G/5G  connection, like most aid-call systems do these days.

[#3]

It sounds as though CS have confused the bracelets with the kind of emergency systems which communicate over the (landline) phone network rather than 4G.

[#4]

@LizMac42 

Has the switch to SOGEA actually happened or have you just placed the order?

Can you post a screen image (after hiding your details) of the results from the following. Include the narrative below the results window.

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

Brian

[#5]

That might not be very relevant if the Tunstall hub is central for the whole block which is likely for a McCarthy complex.

[#6]

Plusnet say. Open Reach won't change rules. 

They're not Openreach rules, its OFCOM's requirements that ISPs don't affect any emergency systems when changing a phone service. Because the ISP sales people cant be expected to know the details of all the possible call systems and their dependancy on a phone service, what seems to happen, is that where an emergency call system is in place , the sales people will not allow any upgrade which might affect the phone service.

Having said that , as @jab1 says , it doesnt make sense that a change to broadband only (SoGEA) has been accepted but a Full fibre upgrade hasn't ?

I wonder if there's some confusion here, and that the Full fibre option is via an AltNet and therefore not available from PLusnet ?

[#7]

A general comment - about the OFCOM 'rules' - if the PSTN network is decommissioned, as scheduled, in January 2027, then they are redundant, and those using them should be so advised, and given guidance/help on moving away from systems which currently rely on them.

[#8]

I agree, we are straying way off topic here.

However, I don't see it as the responsibility of the PSTN service provider to question customers in detail on how the service is used. However, the provider of the emergency call service must know every customer who uses this interface. Surely this is their responsibility?

[#9]

 Tunstall call for help bracelets.

Why are these "Personal call devices" being mentioned to Plusnet
if they are not relevant to the provision of the desired FTTP service ?

[#10]

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@LizMac42 wrote:
I have just gone to Broadband only and will no longer use home phone. Plusnet tell me I can't use the full fiber ,which has been installed for each. Apartment in a McCarthy. stone complex, because we wear Tunstall call for help bracelets. Tunstall have assured us. That they DO NOT interfere with the line. Plusnet say. Open Reach won't change rules.

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It seems to me some clarification is needed here. Is the Tunstall installation a privately owned one for the occupiers of the flat in question, or is it run for residents by the building operators? (In which case the building managers and Tunstall surely need to sort things out?) Is the existing Tunstall system an older analogue one that runs over a 'landline' or is it already digital and running via the 4G mobile network, in house Wi-Fi etc.

Openreach Warn 500K UK Business Lines Haven’t Switched Away from Legacy Phones

https://www.ispreview.co.uk/index.php/2026/02/openreach-warn-500k-uk-business-lines-havent-switched-...

"Openreach say they’ve “made clear” that all technical barriers to migration – including protections for vulnerable telecare users – have now been “resolved“."

[#11]

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@PhilipHeyes wrote:

 Tunstall call for help bracelets.

Why are these "Personal call devices" being mentioned to Plusnet
if they are not relevant to the provision of the desired FTTP service ?

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Because the use of them by the OP the reason given by OR as to why they can't have FTTP?

[#12]

I suspect that the existence of call devices is being mentioned to Plusnet iin response to a direct question from Plusnet asking if there any such devices in the property.

[#13]

Sounds as though there’s questions being asked is not adequately qualified: “Do you have any care alarm system which is dependent on an ordinary telephone line?” should eliminate situations such as this where the care alarm functions over 4/5G or is the responsibility of the complex.

We had a similar case around here a few weeks ago - someone in a complex having a site care system struggled go get a non-PTSN upgrade.  All down to the mention of a care call pendant.  Whilst caution from sales is warranted absolutely shying away out of unnecessary fear is not helpful.

[#14]

Sounds as though there’s questions being asked is not adequately qualified: “Do you have any care alarm system which is dependent on an ordinary telephone line?”

Even if you did qualify it, would most people with these alarms know how they work and be able to answer the question correctly ? probably not...

[#15]

I guess that the lesson is that if someone knows that their call alarm is totally isolated from the PSTN, they should not mention its existence when ordering the change to SoGEA