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FTTP installed copper line still active?

PSD248
Dabbler
Posts: 11
Fixes: 1
Registered: ‎12-10-2022

FTTP installed copper line still active?

I have moved from Shell broadband & landline to Plusnet FTTP. Installation was three days ago. The engineer left the copper line to the house in place which suprised me as I had not asked Plusnet to keep my landline. The engineer said it was to do with us being the first FTTP installation on the street. We now have two cables to the house. FTTP seems to be working well. However, the old copper landline still works with our old phone number. This suggests that our service with Shell has not been ceased. I am wondering if this is normal and if the landline will be switched off shortly. Also wondering how I would know if Plusnet have told Shell that I have left them.
3 REPLIES 3
Mustrum
Community Veteran
Posts: 3,559
Thanks: 1,056
Fixes: 77
Registered: ‎13-08-2015

Re: FTTP installed copper line still active?

They probably haven't. You will need to give notice to Shell and cancel the service.

If you had changed to the same service it would be done automatically - even if you had upgraded your VDSL/ADSL service from PN it would be done, but PN have no idea what you have from Shell.

MisterW
Superuser
Superuser
Posts: 14,734
Thanks: 5,514
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Registered: ‎30-07-2007

Re: FTTP installed copper line still active?

@PSD248 the default when a new customer places an FTTP order is for the existing services to be ceased. I believe there is an option in the online ordering process to requset that the existing services are retained. Unless youve taken this option, then PlusNet should place a 'change of ownership cease' order with Openreach on the existing landline number. This will then cease the landline and any associated broadband service.

This cease order should have prompted your existing supplier to send a 'sorry you are leaving' notice, did you get one of those?

It may be that the cease hasnt completed yet as it will have been timed to complete after the FTTP installation. You can either wait for a staff member to see this thread and investigate but they are quite busy at the moment and taking a day or two to respond, or you co0uld call customer services.

The engineer said it was to do with us being the first FTTP installation on the street. We now have two cables to the house

That sounds like 'male cow excrement' to me...

 

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.

PSD248
Dabbler
Posts: 11
Fixes: 1
Registered: ‎12-10-2022

Re: FTTP installed copper line still active?

Thanks for your replies. I have not received a leaving letter from Shell yet. I have now emailed Shell to say that I am leaving although PN said I shouldn't need to do this. I think I will leave it a couple of days and phone PN to see if the change of ownership cease has been put through.