Upgrade to FTTP & Porting Query

[#1]

Hi,

On behalf of an elderly friend of mine on FTTC/Partial Fibre, who was out of contract. I looked at an upgrade to FTTP as she can now get FTTP at her location.

I initially spoke to support to ensure I got the steps in the right order to include porting so she didn't lose her landline number.

1.   Install the new FTTP (alongside the FTTC)

2.   Submit porting request to new LANDLINE provider

3.   Once landline moved away cancel the existing FTTC

All pretty logical and easy.

There followed a number of standard questions, one of which was 'does the lady have a care alarm,

The answer to that is yes BUT the care system is NOT physically connected to the existing copper landline, it is one of the newer (last year or two) systems that operate using a mobile SIM card so that it is independent of landline.

That's where it went a bit screwy - am advised that as there is a care alarm PN can't do the upgrade/porting and we would need to be referred to BT as they are the only ones who can do a Port.  After many years of being with PN she wanted to stay with PN.

That's the rules, so be it, but it would be interesting to understand the reasoning behind this, to me, strange situation.

Many thanks

Kevin (deekayw)

[#2]

@deekayw 

Is there a reason for an FTTP install along side the existing FTTC connection (new account)? Or are you talking about an upgrade?

As the care alarm doesn't use the copper landline this should have no impact on any upgrade.

One problem is that there is usually a few days downtime of the transfer of the phone to VOIP plus you need to ensure current phones can work with VOIP and consider VOIP doesn't work during power cuts.

Brian

[#3]

That's where it went a bit screwy - am advised that as there is a care alarm PN can't do the upgrade/porting and we would need to be referred to BT as they are the only ones who can do a Port.  After many years of being with PN she wanted to stay with PN.

That's the rules, so be it, but it would be interesting to understand the reasoning behind this, to me, strange situation.

@deekayw  as @bmc says, in your case the care alarm is not affected by any transfer to FTTP and number port. 

I suspect the situation is that since Plusnet are not providing a VOIP service, their advisors are not trained to understand the differences in the various care alarms, so the script asks the simple question 'is there a care alarm? ' . If the answer is yes, then the process is 'transfer to BT' whos advisers are trained to understand the situation and provide solutions including battery backup.

In your situation you know that the alarm doesnt depend on the landline, but many users wouldn't and so any advice from Plusnet needs to be foolproof. 

[#4]

Thanks Brian - the PlusNetrecommendatio9n was install FTP, keeping the FTC going with the phone lne on it then when FTTP in do the porting request and in effect cancelling the FTTC service.

Like you I can't see why a care system that does NOT use landline so strange that Pplusnet can;t do it, and the customer has to move to BT.

Thanks again

[#5]

Like you I can't see why a care system that does NOT use landline so strange that Pplusnet can;t do it,

@deekayw its not that they can't do it, its just that Plusnet have decided not to get involved in migrations to FTTP where a care alarm is present. In these situations there are obligations on the ISP to ensure operation of the care alarm post migration. In your case 'we' all know that the migration wont affect the care alarm, but in order for an ISP to establish that, they would have to ask a series of questions regarding the operation of the alarm and be confident the person supplying the answers understood and was giving correct information. Since they're part of the BT Group , PLusnet have decided that its more appropriate to pass such situations on to  BT Retail who, I assume, have people trained in these situations.

In your case, given that you know the care alarm is independant of the phone service, the answer is to say there is no care alarm. Then the ISP has no responsibility for it and has met their obligation to check.

[#6]

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@deekayw wrote:

.....That's where it went a bit screwy - am advised that as there is a care alarm PN can't do the upgrade/porting and we would need to be referred to BT as they are the only ones who can do a Port. 

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The question should not be: "Is there a care alarm". Instead: "Is there a care alarm connected to your telephone line".

The risk of course is of a vulnerable person not knowing. As Plusnet do not offer a digital voice service, I assume that even analogue alarms that are compatible with VoIP will be rendered useless.