cancel
Showing results for 
Search instead for 
Did you mean: 

Phone and Email

djpoole
Newbie
Posts: 4
Registered: ‎01-04-2023

Phone and Email

Hi,

I have been with Plusnet for ages. We can get a much better deal FTTP elsewhere so are looking to leave.  4 Questions. 

1, I do not want to change my email and want to keep my PlusNet email (maill@xxx.plus.com) and home phone number can I do that .

2.   I access through my ipad and iphone only can that continue

3. Can I keep my home phone number?. 

4  Can this be done automatically or do I need to speak to customer services. 

 

Thanks

8 REPLIES 8
bmc
Hero
Posts: 3,249
Thanks: 1,027
Fixes: 48
Registered: ‎28-02-2017

Re: Phone and Email

@djpoole 

You lose your email when you leave PN.

 

You can port your number to either the FTTP provider if they do phone services or to a VOIP provider.

 

If you're still in contract there may be early termination charges.

 

The new ISP should hadle the transfer for you without  you speaking to PN.

 

Brian

djpoole
Newbie
Posts: 4
Registered: ‎01-04-2023

Re: Phone and Email

Thanks for the quick reply,  I have read of some emails continuing, what is the difference?

 

 

MisterW
Superuser
Superuser
Posts: 14,709
Thanks: 5,499
Fixes: 393
Registered: ‎30-07-2007

Re: Phone and Email

have read of some emails continuing, what is the difference?

there used to be an option to retain email but that was discontinued in June last year

Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.

jgb
Champion
Posts: 801
Thanks: 511
Fixes: 22
Registered: ‎01-08-2007

Re: Phone and Email

@djpoole 

Be aware that depending on who you move to for FTTP, the new provider may not advise Plusnet and that service may not stop. If FTTP is provided over a new fibre connection not via the existing copper line which is not necessarily removed depending on who the new provider is. If the FTTP is carried on the Openreach network the installer may remove the copper as part of the install but otherwise that might not happen and you would have two services running until you stopped the old FTTC one. 

I read that there is a new system for managing changeovers coming in about now which might address this but someone more knowledgeable  may be able to provide definitive information.

Regarding retaining your telephone number, Ofcom are introducing a requirement that ISPs must allow users to port their number.provided they expressly tell the ISP of their desire to do so at the time of advising their intention to move.The number will be available for 31 calendar days but whether this starts when the move is notified or when the service ceases is not clear. Thus it is not clear how this will work and exactly when it comes in. 3rd April was one date quoted. Up until now Plusnet offered no means to retain your number after their service stopped nor any way to port your number out before stopping your service as porting you number would automatically  cease the broadband. 

Re email, Plusnet used to offer email only accounts to customers leaving but I think that they no longer do so.

Sorry I cannot be more definitive but things are a bit unclear as of now..

bmc
Hero
Posts: 3,249
Thanks: 1,027
Fixes: 48
Registered: ‎28-02-2017

Re: Phone and Email

@djpoole 

PN used to allow departing users to retain email when they left - first for a small monthly fee and then for free but as mentioned this has been discontinued. They also no longer offer email to new customers. There was talk last year of PN planning to close their email servers to all users but thankfully this hasn't happened (as yet).

 

Is FTTP provided over the OpenReach network or an Alternative supplier. This might make a difference to wether or not PN are notified of the move. If you port your number this will close your account - with any attendant early termination charges.

 

Brian

djpoole
Newbie
Posts: 4
Registered: ‎01-04-2023

Re: Phone and Email

Thanks everyone for your help.  Really getting confused now.  Chatted online to PN CS.  enquired about staying and moving to FTTP as FTTC is truly awful (we are at the end of the line).  However they advised that the FTTP excludes phone and we cannot keep our phone number.  How do we move to FTTP with PN and keep our landline No?

bmc
Hero
Posts: 3,249
Thanks: 1,027
Fixes: 48
Registered: ‎28-02-2017

Re: Phone and Email

@djpoole 

PN do not do VOIP so the only way to stay with PN is to port your number to a VOIP provider. There are many on the market but the following seems to be a reasonably deal.

https://www.aa.net.uk/voice-and-mobile/voip-information/

 

You need to check with PN if they have (or are going to) implemented the OFCOM Right to Port.

 

If they have then you can chance your mitt by upgrading. If not, the only other way to do it is to sign up as a new customer for FTTP. Once it's installed you can then port out your number. Note you'd be running (paying) two accounts for a while. You also lose any email addresses you have.

 

Brian

 

You can probably move to BT (with your number) without any early termination charges so long as you get PN to organize it.

djpoole
Newbie
Posts: 4
Registered: ‎01-04-2023

Re: Phone and Email

Thanks,

 

It appears the only fix is to create a new email address (done) and then move to a provider which offers t keep my phone number.  Thank  you everyone.