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2 phone lines in 1

dhep1
Grafter
Posts: 52
Registered: ‎01-12-2014

2 phone lines in 1

I mistakenly changed my daughters phone and internet to plusnet, she now cannot get a call on her phone unless she answers the business next door's phone!!!!!!!!!
I have spent over FOUR hours (mostly on hold) trying to get them to sort it, now we will have to wait until 8-12-14, 2 weeks.
Everyone I spoke to at plusnet told me, "this cannot happen" WRONG!  Worse the business is still connected to it's provider, she cannot answer her phone as it is for next door, also she can be on a call the same time as them, but she does not have her number now I have to phone the business!
If I want to contact her it is either after they finish, or her mobile, so why have I just paid nearly £170.00 to this lot? Angry
39 REPLIES 39
plusnettony
Plusnet Staff
Plusnet Staff
Posts: 2,188
Thanks: 48
Fixes: 18
Registered: ‎24-07-2014

Re: 2 phone lines in 1

Hi,
It's not clear if the account you are referring to is linked to your forum username. For this reason, I request that you raise a support request online detailing the problems that you have. Once done, post the ticket number back here and one of us will run some checks for you and try to get everything sorted.
Tony
If this post resolved your issue please click the 'This fixed my problem' button
 Tony T
 Plusnet Help Team
dhep1
Grafter
Posts: 52
Registered: ‎01-12-2014

Re: 2 phone lines in 1

No it is my daughters account, (that I organised and paid for) I am on her account, unfortunately the site will not let me register her account for the forum?
So how do I 'raise a ticket' they have said they will give her number back on 8-12-14 but say the business will have to contact THEIR supplier to get THEIR line re connected!!!!!
Ridicules, and worse plusnet keep telling me "It Cannot Happen"!  Well I can assure you it HAS. 
Oldjim
Community Veteran
Posts: 38,460
Thanks: 1,034
Fixes: 63
Registered: ‎15-06-2007

Re: 2 phone lines in 1

You need to log into her account and raise a ticket there
If you don't have login access then your daughter will either have to do it or give you the password
dhep1
Grafter
Posts: 52
Registered: ‎01-12-2014

Re: 2 phone lines in 1

I did that and they just say she will get her number back on 8-12-14!
glloyd
Rising Star
Posts: 1,670
Thanks: 20
Fixes: 1
Registered: ‎06-04-2007

Re: 2 phone lines in 1

What line is the broadband connected to? That could be the wrong line as well..
dhep1
Grafter
Posts: 52
Registered: ‎01-12-2014

Re: 2 phone lines in 1

Plusnet and the business XLN
Chris
Legend
Posts: 17,724
Thanks: 599
Fixes: 169
Registered: ‎05-04-2007

Re: 2 phone lines in 1

That sounds like you've been in touch with our faults team and they've given you the 8th for the estimated resolution time. If so that's when we'd have been advised to check for an update, however faults can and often are resolved before the resolution date is reached.
If the other person hasn't reported this as a fault to their supplier, I'd strongly advise that they do.
Former Plusnet Staff member. Posts after 31st Jan 2020 are not on behalf of Plusnet.
jelv
Seasoned Hero
Posts: 26,786
Thanks: 990
Fixes: 10
Registered: ‎10-04-2007

Re: 2 phone lines in 1

<cynic>... because they will probably get it sorted out faster than Plusnet will!</cynical>
In fact that that's not as stupid as it might seem - depending on the type of phone account they have, they may get a faster response from BTw/OpenReach.
jelv (a.k.a Spoon Whittler)
   Why I have left Plusnet (warning: long post!)   
Broadband: Andrews & Arnold Home::1 (FTTC 80/20)
Line rental: Pulse 8 Home Line Rental (£14.40/month)
Mobile: iD mobile (£4/month)
Chris
Legend
Posts: 17,724
Thanks: 599
Fixes: 169
Registered: ‎05-04-2007

Re: 2 phone lines in 1

It was mainly to ensure that whatever problems they have get sorted too!
Former Plusnet Staff member. Posts after 31st Jan 2020 are not on behalf of Plusnet.
dhep1
Grafter
Posts: 52
Registered: ‎01-12-2014

Re: 2 phone lines in 1

This is my daughters phone
She changed from Talktalk, the business has a separate address and phone number and is with xln business Incompetence is the only answer if her phone rings with the business phone number
jelv
Seasoned Hero
Posts: 26,786
Thanks: 990
Fixes: 10
Registered: ‎10-04-2007

Re: 2 phone lines in 1

If she's moved from TalkTalk LLU that means that an BT OpenReach engineer has had to make wiring changes in the exchange which is obviously where it has gone wrong.
jelv (a.k.a Spoon Whittler)
   Why I have left Plusnet (warning: long post!)   
Broadband: Andrews & Arnold Home::1 (FTTC 80/20)
Line rental: Pulse 8 Home Line Rental (£14.40/month)
Mobile: iD mobile (£4/month)
dhep1
Grafter
Posts: 52
Registered: ‎01-12-2014

Re: 2 phone lines in 1

Quote from: Chris
That sounds like you've been in touch with our faults team and they've given you the 8th for the estimated resolution time. If so that's when we'd have been advised to check for an update, however faults can and often are resolved before the resolution date is reached.
If the other person hasn't reported this as a fault to their supplier, I'd strongly advise that they do.

Their supplier say they know nothing about it and they still have the line obviously plusnet fault not sure what will happen to the business phone on 8th
jelv
Seasoned Hero
Posts: 26,786
Thanks: 990
Fixes: 10
Registered: ‎10-04-2007

Re: 2 phone lines in 1

Have they reported a fault that they are receiving calls for the wrong number?
jelv (a.k.a Spoon Whittler)
   Why I have left Plusnet (warning: long post!)   
Broadband: Andrews & Arnold Home::1 (FTTC 80/20)
Line rental: Pulse 8 Home Line Rental (£14.40/month)
Mobile: iD mobile (£4/month)
dhep1
Grafter
Posts: 52
Registered: ‎01-12-2014

Re: 2 phone lines in 1

They are not it is my daughter that is receiving their calls they also receive their calls.