Fibre upgrade = no phone and no broadband
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- Re: Fibre upgrade = no phone and no broadband
Fibre upgrade = no phone and no broadband
13-03-2016 8:14 PM
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Everything was working fine until the switch over day for the line.
Now I've got no broadband and no landline. Well I have a landline but the number is totally new so no who knows me can ring me. Really worried that my old phone number will be lost too (have had it for 25 years)
Just had a notification email through for activation on the 31st March. Thats bloody 2 weeks without phone and bb.
Help Plusnet can you escalate this asap
Re: Fibre upgrade = no phone and no broadband
13-03-2016 10:05 PM
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This sounds like the wrong kind of line transfer was sent for the phone service, I'll be in at 9am and take a look, should be able to restore service sooner than that
Re: Fibre upgrade = no phone and no broadband
14-03-2016 9:00 AM
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I'm really sorry about the issues with the change of phone provider.
Looking into things it does seem that a "Working Line Takeover" order was sent for your line rather than a normal transfer, this type of order will cease all service on the line and applies a new number, Currently there is a Fibre order in for the 30th, however I can cancel this and restore ADSL broadband for this Friday, then have your phone number back for next Monday, following that I can get the line upgraded to Fibre.
Let me know how you'd like to go ahead and I'll get this actioned immediately.
Re: Fibre upgrade = no phone and no broadband
14-03-2016 10:02 AM
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Re: Fibre upgrade = no phone and no broadband
14-03-2016 5:44 PM
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I now have internet as well - not complaining, just suprised.
Please Plusnet can you let me know the stages of what is going to happen regarding my phone and broadband because random suprises are no good and I need to plan for alternatives means whilst this is on-going.
Also please can you confirm that my old phone number will be restored (this is most important)
Thank you
I understand that often staff answering questions here are going beyond their work hours and remit to put customer minds at rest and would just like to say that I appreciate any help given here.
Re: Fibre upgrade = no phone and no broadband
15-03-2016 11:49 AM
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The way orders are processed means that we need to perform a "renumber" back to the old telephone number after broadband has been activated.
That's due to take place on the 18th so the number will change back shortly after.
Re: Fibre upgrade = no phone and no broadband
21-03-2016 7:07 PM
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Re: Fibre upgrade = no phone and no broadband
25-03-2016 11:49 AM
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I've been informed that my fibre upgrade is due to take place on the 11th April
There is no mention of re-stating my old number (I work from home and it is very important)
I have asked Plusnet for an update on my old number and so far no one has replied.
So again, PLEASE can you tell me when my old phone number will be re-stated.
Re: Fibre upgrade = no phone and no broadband
25-03-2016 3:39 PM
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I've got an order placed now for you and this should complete in 1 working day. Due to the bank holidays, the number should be back on your line on 29/02/16.
Re: Fibre upgrade = no phone and no broadband
30-03-2016 9:39 AM
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It does however ring and cuts to an answer phone somewhere out in cyberspace (god only knows where)
I have never had an answer phone on this line so where this has come from and who has access to it is beyond me.
The new number I was given in mistake is still in place.
So again I ask, please when will my old number by reinstated
Re: Fibre upgrade = no phone and no broadband
30-03-2016 9:45 AM
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I am sorry to hear the order didn't complete as expected though. Unfortunately I'm not in the office at the moment, but I'm sure someone on my team will get this chased up for you.
Re: Fibre upgrade = no phone and no broadband
30-03-2016 11:31 AM
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