New to plusnet today , landline no longer working

[#1]

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@Redmen1892 wrote:
the only issue with an ATA is that the hub is probably in a different room to where the phone sockets are. 

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The ATA needs an Ethernet connection to the router. You could either run an Ethernet cable or telephone extension between the two locations. Easier still, use a pair of Powerline units to feed the ATA located in the traditional phone location.

One thing to watch out for is that Plusnet hubs have no QoS setting capability. Consequently, voice traffic might become disjointed if there is a very heavy data load at the same time as a call is in progress.

If this becomes a problem there are plenty of cheap routers available that will allow the voice service to be prioritised.

[#2]

It seems odd that the provision of FTTP to a property which had no broadband provision at all should result in the termination of an associated BT Phone service.  One wonders if something "odd" happened with the provisioning of the FTTP service - any reference to the phone number presently at the property used purely for identification SHOULD NOT have caused the service to be ceased.

One wonders if on installation the (unhelpful?) engineer chopped the existing phone circuit ... resulting in a "faulty" line.  Alongside contacting Plusnet, I would be inclined to contact BT and say there's a fault on the PHONE line ... coincident with the provision of a completely separate service / connection the phone stopped working - WHY?

That said, the BT PTSN service will be a candidate to move to something different as they plan to switch off such services early in 2027.  At present BT does have the means of providing voice only services without broadband for those who do not want / need broadband.

If this is a direct consequence of the provision of FTTP, the swiftest solution is to get the likes of A&A to provision a VoIP service on the phone number within 30 days, during which the number can be recovered.

[#3]

Thanks, I'll be heading around there later today to see how many extensions she has and where power sockets are. I really don't know how the elderly community in the UK who aren't tech savvy are going to be able to understand all of what's happening with the ptsn shut off, in some ways I'm glad that we found out now because i bet come January 2027 the line would of stopped working because she would of thrown away any letters pertaining to the switch over.

[#4]

It seems odd that the provision of FTTP to a property which had no broadband provision at all should result in the termination of an associated BT Phone service.  One wonders if something "odd" happened with the provisioning of the FTTP service - any reference to the phone number presently at the property used purely for identification SHOULD NOT have caused the service to be ceased.

I suspect, if the OTS system is used, that the system requests transfer of ALL services at the property. However, since Plusnet dont provide a phone service with FTTP, then they will place a 'transfer of ownership cease' on the phone service.

@Redmen1892 

Thanks, I'll be heading around there later today to see how many extensions she has and where power sockets are.

Its possible to wire existing extensions into an ATA, have a read of this https://support.aa.net.uk/VoIP_How_to:_Voice_reinjection.

In your case it should be simple to disconnect the incoming line (since its no longer used) at the master socket and connect the ATA to it, thus leaving the extensions working.

[#5]

Thanks I've just pinged my wife to also ring BT as well. I'll have to work out what needs to be installed and stuff ordered in order to get her a phone service running again, assuming that by some miracle they can't restore the service

[#6]

Thanks for the heads-up, but for a 90yo who won't have a clue about any of this it's likely that we'll have to try and find something more suitable, but I'll bear that solution in mind

[#7]

Ah, that sounds interesting and could minimize the impact I'll have a read thanks

[#8]

Hi @Redmen1892 

I can see you've already received some great advice above, and we'll certainly do our best to help further.

I'll send over a Private Message so I can grab a few details.

Linzi 

[#9]

@Redmen1892 

Be very wary of an offer to move you to EE. Whilst this would have been the simplest solution at the start, I would be very sceptical unless you can get a cast iron guarantee that they have the will to recover the phone number from quarantine. With the original live phone situation, this would have been a click on a button, now as I understand it, recovering the number from quarantine requires manual intervention.

The 30 day clock to when the number will be lost forever started as soon as the landline was disconnected, so there's little time for hassle..

[#10]

There is no "ideal" answer to this problem.

I also doubt that BT/EE will be competent to retrieve the landline number.

Andrews & Arnold would be able to retrieve the number but Voipfone might be a better solution in this case.

Voipfone offer an adaptor

https://www.voipfone.co.uk/solutions/residential

https://www.voipfone.co.uk/hardware/adapters/grandstream-ht801-v2-voip-adapter

[#11]

I know it doesn't change anything now, but was wondering about something I don't seem to see mentioned above. When an Internet service connection was ordered, was the property in a Fibre Priority Exchange area? If 'Yes' then only a FF connection would be available to order. Could still check this here:

https://www.broadbandchecker.btwholesale.com/#/ADSL/AddressHome

[#12]

.

As per my post at #9
>> I don't know what may be possible but I have escalated your post on the offchance that something could be arranged within the BT group (different parts of the group offering different facilities).

The SU-escalation was picked up by the Help Team early yesterday (as per @Linzi_H's post here) and has now been escalated within PN to a high level team 'who are liaising directly with the customer or their chosen representative'.

Accordingly there won't be any further updates to SUs on the escalation, but hopefully @Redmen1892 will be able to update the thread here in due course about however this whole situation becomes resolved.

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[#13]

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@Redmen1892 wrote:
 ..... in some ways I'm glad that we found out now because i bet come January 2027 the line would of stopped working because she would of thrown away any letters pertaining to the switch over.

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Jan 2027 is the end date. BT are already in the process of shutting down their PSTN service, region by region.

Was there was a 'sorry you are leaving'  letter sent by BT in response to the Plusnet order being placed? I say letter as a phone only customer would presumably not have a registered email address. It would be interesting to know whether such is the case 

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[#14]

@Baldrick1 Most phone only customers are likely to have a BT account with an associated email address, we certainly did and it wasn't a BT one. When I finally closed my landline (having previously ceased my Plusnet ADSL account) a couple of years ago I got an email, not sure if there was a paper version.

[#15]

Really? Even a 90 year old that’s never ever had a broadband connection? As you say, most, not all.