Some advice for @stathe

[#1]

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@mike600 wrote:

Under strict industry safety guidelines overseen by Ofcom, telecoms providers are banned from disconnecting vulnerable or elderly customers during the switchover.

I got Grok to read this topic and asked what can Ofcom force Plusnet to do, given the lack of options available -

The Core Problems

• Current ADSL is already marginal and unsuitable for reliable VoIP.

• When the analogue phone service ends, it becomes SoADSL (broadband-only on copper), which Plusnet/EE do not support.

• No BT Group mobile signal for fallback.

• SoTAP / Pre-Digital Phone Line is not available because the line is not voice-only (it's bundled with ADSL).

This leaves @stathe  in a genuine gap where standard migration paths don't work.

View of Ofcom / Provider Obligations

Ofcom's rules require reasonable steps to avoid harm, but they have limits:

• Vulnerable Customer Protections — Plusnet must register him, communicate appropriately, provide extra time, and offer practical help (e.g., engineer assessment, battery backup if any solution is installed, email migration assistance). They cannot simply cut him off without a workable plan.

• No Forced Infrastructure — Ofcom cannot force Openreach/BT to build fibre or deploy wireless where it's not planned. The Universal Service Obligation (USO) for voice is very basic and does not guarantee broadband speeds suitable for VoIP.

• Escalation Power — Ofcom can investigate and fine for poor handling of vulnerable customers (they have done so), but remedies are usually process improvements, delays, or compensation — not new network builds.

In practice, for "unservable" cases like this, providers often end up:

• Offering temporary extensions.

• Helping facilitate a switch to a third-party solution (Starlink, independent 4G/5G, etc.).

• Providing some financial/equipment support under vulnerability rules.

What Can Be Pushed For

1. Formal Vulnerable Customer Registration — This triggers priority handling and documentation trail for Ofcom.

2. Written Confirmation — Ask Plusnet in writing what solution they propose and the timeline. Copy Ofcom if unsatisfactory.

3. Advocacy — Age UK, local council Adult Social Care, or a Citizens Advice advocate can escalate on his behalf. They have weight with providers.

Realistically, Plusnet will likely need to support a transition to a non-BT solution (e.g., Starlink) with some assistance, or provide an interim voice fallback while he arranges alternatives.

Action Plan:

• Register vulnerability with Plusnet immediately.

• Contact Age UK Somerset or Somerset Council Adult Social Care for advocacy.

• Escalate to Ofcom complaints if no workable plan is offered.

This is a known weak spot in the switchover for the hardest-to-serve rural customers. The regulator expects providers to be reasonable, but it often requires persistent pressure.

[#2]

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Grok wrote:

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Ask Plusnet in writing what solution they propose and the timeline. Copy Ofcom if unsatisfactory.

As the Plusnet's so called  "Help Team"  have repeatedly ignored @stathe's requests for help regarding getting his faulty ADSL line fixed, and the lack of any official response regarding his upcoming loss of phone, broadband and email in the coming months (when PSTN is withdrawn),

can one of the Superusers  ( @Penny , @MisterW , @Townman ) advocate on behalf of @stathe , who is already distressed and vulnerable,  and escalate these issues to Plusnet management,  to get somebody to take ownership of fault finding his existing ADSL broadband issues, and for management to provide in writing (preferably posted here) their plan and timeline to ensure @stathe  doesn't lose his landline phone, broadband, and email,  as has been outlined in this topic.

If Plusnet management posted a plan and timescale on here for @stathe ,  it would help the decision process for all of the other Plusnet customers on ADSL who are probably unaware that they will likely lose their Plusnet services in the next six months unless alternative arrangements can be secured .

[#3]

@ExForce9 

"If Plusnet management posted a plan and timescale on here for @stathe ,  it would help the decision process for all of the other Plusnet customers on ADSL who are probably unaware that they will likely lose their Plusnet services in the next six months unless alternative arrangements can be secured ."

I have no idea of the practicalities involved but, if it is possible, could a request be made to Plusnet/Greenby for a special one off transfer of a vulnerable person's email account to Greenby? If possible it would mean the email issue could then be 'parked' leaving the separate comms issues to be dealt with in their own time.

[#4]

@ExForce9, I would expect Plusnet are leaving these 'awkward' cases until the end and trying to pick off the low hanging fruit for now.

When the time comes, I would expect Plusnet to transfer the line to BT and for them to put some sort of temporary solution in the exchange to keep these lines operational, i.e. kicking the can down the road.

I don't think anyone will be left behind without a solution of some sort being put in place.

[#5]

@mike600 

"When the time comes, I would expect Plusnet to transfer the line to BT and for them to put some sort of temporary solution in the exchange to keep these lines operational, i.e. kicking the can down the road.

I don't think anyone will be left behind without a solution of some sort being put in place."

That's what I was thinking, too.