Installation of FTTP

[#1]

@rodneymf If your telecare equipment is not connected to the phone system, it has no bearing on your FTTP installation . Both the installer and Plusnet are talking absolute spherical objects. Suggest you go back to PLUSNET and ask to talk to someone with brains.

[#2]

@rodneymf 

I guess the good news is the ONT has been installed at your desired location.

As to being told you need to transfer to BT I would suggest you phone ON again and if you get the same story about moving ask for a supervisor. Tell them you want to know how to raise a complaint regarding the information you've been given.

Perhaps one of the SuperUsers bring this to the attention of PN through their channels.

As to OR, they have their rules and procedures to follow. A good number of Telecare alarms are probably still connected to the phone system so they can't afford to take a chance - even if it's obvious a mobile connection.

Brian

[#3]

@bmc  OFCOM,  I am fairly certain, advised telecare operators to find alternatives to the PSTN dependent alarm systems, and very many have. Maybe OR needs to review their information.

[#4]

Is there any up to date website with information regarding telecare systems and what are now suitable for fttp services. I ask because, some will have different information; person x could say "my telecare system has been updated for fttp" etc and others will have clue. 

[#5]

Dunno, @krusty , possibly on the OFCOM site - I was only going on what I found out when I had to have one a month or so back. Did advise the council that I was on FTTP and they said ‘no problem - we only use ones with SIM cards these days’.

[#6]

I'm certain mine is OK because I have disconnected my landline and then tested the telecare alarm button right through to the telecare operator.

Rodney

[#7]

I ask because, some will have different information; person x could say "my telecare system has been updated for fttp" etc and others will have clue. 

and that's the problem!. The onus is now on the ISP to make sure that telecare systems remain working when a customer orders FTTP or SoGEA. When dealing with a customer, the ISP can't know the level of knowledge of such and so rather than try and train all sales staff to understand every possible scenario they take the simple option to decline. In the case of PN they transfer the customer to BT Retail who presumably have a specialist dept who understand the various options. 

[#8]

Well ofcom shifted the pstn switch off by 2 years for this very issue and its now sept 25.....

Not that i want to see this, but we will see a rise in scams in regards to this. 

[#9]

Hi @rodneymf,

I'm Lex, one of the plusnet staff, I have had this conversation a few times as this situation is popping up more now as people move to FTTP. And yes, If Openreach spot any sort of telecare device or service, whether it's connected to a phoneline or not they will 99% of the time, decline the job and send it right back. 

The tricky part is how to get around this. I know you should never assume, but in the past did you have used to have a telecare service connected to the phoneline? If so, it may still be registered as such with your local council and this would need to be amended. This would be something you would need to do.

Once that's been done we will be able to rebook and get a flat-roof trained engineer out to complete the installation for you. 

As previously mentioned you could go through with BT for the telecare specialist service, they do in fact have a specific team for customers who use telecare or who are classed as welfare. So, that would probably be the easiest and most straightforward way to go.

Hope this helps, let me know if I missed anything or if you have any further questions, either myself or one of my colleagues will be here to support.

Thanks,

Lex

[#10]

I have a new date for OR to come so I'm hoping that means they have accepted the situation.  Why are OR not able to let staff think for themselves?  I thought afterwards the engineer should be allowed to temporarily disconnect my PSTN line himself and then let me demonstrate that the telecare system still worked and got through to the telecare operatot (which I did later in the day)?  This obsession with rules that don't allow people to make judgements (documented, if sensible) is partly responsible for so many ills in this country now.  Big organisations are obviously the most guilty here.

Rodney

[#11]

I shall never suggest anyone joins Plusnet again. OR were due here next Tuesday to finish the job they started on 3rd September.  I have just had a phone call from Plusnet saying they have cancelled the original order so that the new order can reflect the fact that we have a telecare system which is on the mobile network and won't be affected by the removal of the PSTN line.  They will give me my new installation date when they have heard from OR.  I think I have been treated in almost the worst way of any of my dealings with anyone in my life.  Why have they been so incompetent?  Incidentally, OR have already sent me a text and email saying they are coming on 23 September but what happens when the original order is cancelled is anybody's guess.

[#12]

@rodneymf You have my heart-felt sympathy. It appears these company's are intentionally structured to frustrate the customer - no allowance is there to circumvent 'computer says no'. 

[#13]

I thought about posting a review on TrustPilot but their review level is so low (1.9) it probably wouldn't even get a passing glance :-).

[#14]

I received two emails from Plusent at the same time giving me two different dates for the OR appointment!  God give me strength.

[#15]

Followed in quick successsion by two texts from OR saying 30 Sep and 1 Oct.