Calls from 01438 989277

jimchjones · ‎11-02-2023

I keep getting calls on my mobile phone allegedly from 01438 989277 - at least 6 since the 19th Feb. They don't leave a message or anything, but on call back it claims to be associated with plusnet, and its mentioned on the "People we work eith" page. When I have picked up the call its been silent. Is this anything of consequence and if it is by/on behalf of Plusnet why the h*** can't they contact me electronically seeing as this is not the 20th century?

PhilipHeyes · ‎10-11-2021

Genuine business callers would be expected to leave a voice message.

In the age of VoIP is it super easy to spoof the Caller Id, fraudsters are always possible.

Townman · ‎22-08-2007

There is a deal of consequence around this.

This is STEP CHANGE who are, on behalf of BT Consumer Division (they are agents for BT Retail and EE as well), contacting users who (one imagines) still have an analogue telephone service, to discuss future needs ahead of the the demise of the PTSN service.

Such a scenario would apply to me and I too received an unanswered call this morning from that number. The issue of who these people are, their calling practices and the bad PR on "Who called me from..." sites has been under discussion with the business for a week or so. I augmented the discussion this morning with the "no response on answer" behaviour. Silent calls are not acceptable.

In another browser tab, login into the Plusnet user portal BEFORE clicking the fault & ticket links

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.

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Townman · ‎22-08-2007

@PhilipHeyes

There are two distinct issues...

More outbound calls being placed than the agents can handle resulting in silence on answer
Messages not being left on diversion to an answering service

Your "should leave a message" not being done probably falls foul of both of the two above occurring together. Prior to knowing who this caller was, my mobile was screening unknown callers ... and I got a garbled message indicating that it was related to Plusnet.

Subsequent to identifying the number, I have only had silence on answer. I have just been advised that the business is escalating the concerns raised.

In another browser tab, login into the Plusnet user portal BEFORE clicking the fault & ticket links

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.

If this post helped, please click the Thumbs Up and if it fixed your issue, please click the This fixed my problem green button below.

stuck · ‎21-05-2009

@Townman wrote:

This is STEP CHANGE who are, on behalf of BT Consumer Division (they are agents for BT Retail and EE as well), contacting users who (one imagines) still have an analogue telephone service, to discuss future needs ahead of the the demise of the PTSN service.

I too still have an analogue telephone line and I too have just missed a call from 01438 989277 and no voice mail was left. However, the call was to my mobile number EDITED to strike through this bit <s>and as far as I know Plusnet and BT have no knowledge of my mobile number.</s> because it turns out Plusnet do know my mobile number. Even so that still begs the question that follows:

That begs the question... if this is a legitimate enquiry from a respectable company, how come they didn't call me on my land line number?

HPsauce · ‎02-02-2008

The company's web site states:

What We Do

We provide expert solutions for our clients to deliver sales, retention and customer experience campaigns on the phone and online that are operationally hassle free, create positive interactions with customers and deliver brilliant results

Hmmm. 🤐

I'd have thought the primary way of contacting people about an important upcoming (inevitable?) change would be by sending a letter. That letter ought to mention that, in certain circumstances (explained) they would also attempt to contact you by phone, from which number and what to do if you didn't want that.

But it just smells like a poorly-constructed sales operation to me...... 😓

Oh and @PhilipHeyes "spoofing" caller-id has been possible (and in may situations can be legitimate) for literally many decades. Call centres way back in the last millennium (I ran the technology for a few) would commonly do this (especially B2B) to ensure consistent contact numbers were presented.

jimchjones · ‎11-02-2023

Thanks folks,

I can ignore it then. I have my PSTN migration strategy worked out, just frustrating that much of the critical path is completely out of my hands.

mwwagain · ‎03-12-2024

@HPsauce wrote:

The company's web site states:

What We Do

We provide expert solutions for our clients to deliver sales, retention and customer experience campaigns on the phone and online that are operationally hassle free, create positive interactions with customers and deliver brilliant results

Hmmm. 🤐

You found a website ?

All I get are some marketing folks in Sydney or the debt charity.

I also note that 'who-called' are showing this presentation number as also being used by out and out scammers 'Your local energy adviser'

@Townman - any update from the business about the permitted activities and behaviours of this agency ?

I have just had a silent call from the offending number on my TPS registered line.

What data protection terms have been used if supplying personal information to this third party (who might be in Australia) ?

Dan_the_Van · ‎25-06-2007

The calls from 01438 are from https://stepchangeoutsourcing.co.uk/

They are also used by BT and EE

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.

mwwagain · ‎03-12-2024

I finally had a call that someone at the far end answered today. For background, I am ADSL+phone, already have A&A VOIP on another number and am content for now as the ADSL runs 24Mb and is cheaper than FTTP+A&A 2nd line VOIP. My contract runs to October, I am an FTTP priority exchange.

-----------------

The caller was 'from' PlusNet and continued to call PlusNet 'us, we' etc not 'a call on behalf of'.

Let him ramble playing fairly dim ( 😀 you all think that's easy for me !)

After explaining the copper to fibre switch he said 'PlusNet will become broadband only (ie Internet - although in PlusNet speak 'broadband' is ADSL) and if you want to keep your home hone we have some options for you.'

Option 1 - transfer broadband and phone to EE 'to keep in BT group'

Option 2 - transfer the phone line to BT, and stay with PlusNet for 'broadband' (changed to FTTP).

Seems odd to be offering that, especially on an FTTP priority exchange. Clearly *very* expensive.

Would that be SoTAP, moving the 'copper for voice' into an FTTC cab ?

Option 3 - Find another provider

There was no option 4, even with some prompting.

When I then laid out staying with PlusNet and getting VOIP and the number ported, he said 'Well I suppose you can as you seem to know about it'.

--------------------------

Having got to option 3, how can it make sense for BT group to tell customers to transfer to the likes of Vodafone FTTP+voice, when PlusNet+real VOIP would retain the user ?

Seems a death-wish for PlusNet

Is Vodafone more income for BT than a direct PlusNet customer ?

He had no answer to what would happen if, come October, the wait list for FTTP installations was into Jan 2027. Just guessed that the out-of-contract costs would be refunded when finally connected to FTTP

MisterW · ‎30-07-2007

Option 2 sounds a bit 'odd'. Can't imagine why they would offer that ?

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.

jab1 · ‎24-02-2012

more than a 'bit' odd, @MisterW , given that PSTN is scheduled to end Jan 27. However, I suspect that this is to force users on to EE if they need a 'landline' after that date.

John

mwwagain · ‎03-12-2024

No, it was specifically a separated BT retail provision - with two 'standing charges / line rental', and not EE - as yet anyway.

I queried if it was really an option on my exchange as it had not shown up on my 'preliminary' investigations, but he reiterated it. Of course the call script might not be exchange specific, but such a call should have accounted for that.

Maybe related to this newly opened loophole ?

https://www.thinkbroadband.com/news/openreach-relaxes-rules-to-only-install-full-fibre-in-limited-ca...

Lucrative for BT if so.

pvmb · ‎12-02-2014

@mwwagain wrote:

After explaining the copper to fibre switch he said 'PlusNet will become broadband only (ie Internet - although in PlusNet speak 'broadband' is ADSL) and if you want to keep your home hone we have some options for you.'

Just another pedantic point from me. 😎

"Broadband" is: ADSL and FTTC
Full Fibre (FTTP): is NOT "Broadband".

Note that, on this forum, some time ago Plusnet sensibly split the discussions into:

1. Broadband - ADSL and FTTC
2. Full Fibre - FTTP

Thinks: Perhaps FTTC (Fibre To The Cabinet) ought to have been called BFTC (Broadband From The Cabinet)? - to reduce confusion(?). But I guess the marketing possibilities of the magic word "Fibre" were just too much to pass up. 🙂

jimchjones · ‎11-02-2023

> Option 2 - transfer the phone line to BT, and stay with PlusNet for 'broadband' (changed to FTTP).

Interesting. I was under the impression that wasn't going to be an option. Maybe policy has changed.

I'm all on copper at the moment, so I wonder what happens if I transfer landline back to BT, and leave broadband provision with Plusnet, and then order FTTP from Plusnet. Or is it that BT will refuse to take on the copper at this stage. I was planning to migrate away from Plusnet as soon as Greenby takes on my email.

All the complication is bl***y infuriating when you consider its all the same damn ownership and all Openreach for physical provision anyway.