on FTTP trial phone line disconnects this week
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on FTTP trial phone line disconnects this week
12-03-2017 11:50 PM
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Hi
We are on the FTTP trial and I am porting my home phone number to a VOIP provider. Received an email today from Plusnet confirming the number will port on 16 March.
Is there anything we need to do to ensure that the fibre doesn't get disconnected by accident or is everything good to go?
I understand that we will be paying the £2.50 per month extra.
I will also add that everything so far has been done very efficiently.
Many thanks
Re: on FTTP trial phone line disconnects this week
13-03-2017 8:57 AM
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Hi there
I've looked into your account and I can see that your broadband is also ceasing on the 16th March as well as your phone line. If your FTTP order completes before then, we'll get your account changed to fibre and then I'd expect no problems.
If this post resolved your issue, please click the 'This fixed my problem' button
Re: on FTTP trial phone line disconnects this week
13-03-2017 11:18 AM
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Welcome to the community forum @Boltbysue
Please disregard:
@Anoush wrote:
If your FTTP order completes before then, we'll get your account changed to fibre and then I'd expect no problems.
I've checked your account and see that your FTTP order completed back in February as expected. I'll make sure your account is updated accordingly and get you put on the relevant Fibre package.
@ Boltbysue wrote:
Is there anything we need to do to ensure that the fibre doesn't get disconnected by accident or is everything good to go?
I'll raise a ticket on your account for myself to monitor this for you and check over the account on Thursday to make sure everything else is as it should be following the phone line leaving
Re: on FTTP trial phone line disconnects this week
13-03-2017 12:46 PM
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Many apologies @Boltbysue I read the appointment date as March instead of February.
I believe Harry's got this all sorted/in hand.
If this post resolved your issue, please click the 'This fixed my problem' button
Re: on FTTP trial phone line disconnects this week
13-03-2017 7:11 PM
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Many thanks both of you!
Customer service has always been excellent from Plusnet and can't recommend you enough!
Regards
Re: on FTTP trial phone line disconnects this week
16-03-2017 10:29 PM
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All went fine - many thanks.
Re: on FTTP trial phone line disconnects this week
17-03-2017 11:32 AM
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Re: on FTTP trial phone line disconnects this week
21-03-2017 3:30 PM - edited 21-03-2017 3:31 PM
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Hi, I wonder if I can drop into this thread please, in the hope that HarryB can help me? I have just been connected a couple of days ago on the FTTP trial and all seems to be working well.
I'd like to port my existing Plusnet phone number across to a VOIP provider and terminate my copper landline rental, however I mentioned this on a support ticket and the initial reaction was I can't do that without losing my FTTP. I can see that quite a few others have done this successfully - it seems that HarryB has been the support team member involved in those. I believe that this might be what should happen:
1. I start a porting request with a VOIP provider to move my number across to them.
2. I let HarryB know that the porting is underway. (I probably have to PM him my phone number or account username)
3. HarryB intervenes manually to stop my broadband account getting shut down automatically.
4. I stop getting billed for my line rental and call package but I will have to pay £2.50 per month because I don't have a line.
Have I got that right or have I missed anything and can someone help me with this? Thanks in advance, Don
Re: on FTTP trial phone line disconnects this week
22-03-2017 9:56 PM
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Don
Yes that's exactly what I did and just started this thread once the porting request had gone in to the VOIP provider that I moved to.
Everything went fine.
Re: on FTTP trial phone line disconnects this week
22-03-2017 10:17 PM
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Re: on FTTP trial phone line disconnects this week
22-03-2017 11:22 PM
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We were quoted up to 14 days but it was nearer 7.
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