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Can not keep original landline number despite assurancses.

FIXED
Davent
Newbie
Posts: 1
Registered: ‎30-08-2022

Can not keep original landline number despite assurancses.

When we originally placed our order with PlusNet, we were assured that the turnover would be almost seamless with only the minimal loss of wi-fi for a few hours and that our landline number would be retained.  This was important to us and a major reason for choosing PlusNet as a provider. Our new system was installed on the 23rd. August but they changed our phone number. I have now contacted PlusNet four times over the non-retention of my number which has been the same for the last 50 years and during which this is the first time my number has not been available. We are elderly and are expecting to receive calls for medical appointments and from friends and relatives abroad. On each contact with PlusNet we were assured that this would be rectified over given periods of time which have all expired.  We have been without our number for well over a week now and are pleading with them to please sort this out without delay and  give us our number back.

What else can we do?

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4 REPLIES 4
Gandalf
Community Gaffer
Community Gaffer
Posts: 26,533
Thanks: 10,211
Fixes: 1,596
Registered: ‎21-04-2017

Re: Can not keep original landline number despite assurancses.

Fix

Hi there,

I'm really sorry to see what's happened.

Appreciate you've had your number for so long and everybody knows it so it's very important.

It looks like you've since spoken with a manager and they're working to retrieve your number for you. 

If you have further issues or there's anything else you'd need help with, feel free to get back to me. 

From 31st October 2022, I no longer have a regular presence here as I’ve moved on to a new role.
Anoush Mortazavi
Plusnet
phit03
Hooked
Posts: 5
Thanks: 4
Registered: ‎09-09-2022

Re: Can not keep original landline number despite assurancses.

Same thing has happened to me, this is the worst provider switch I've ever experienced and I've usually swapped provider every time the cheap initial offer has expired. The broadband switch was fine, I use my own router so I just had to change the userid and password to connect via Plusnet. However, the phone line is a different matter, the number has been changed without me being notified. On top of that I switched 2 mobiles to Plusnet with devastating effects. It seems that Plusnet as the budget arm of BT contracts for fewer resources with EE (owned by BT as well) so I'm unable to use wi-fi calling or the 800Mhz band. This means that our mobiles no long work at home as we are rural and in a mobile poor signal area and previously had to use these 2 facilities to be able to use the mobiles while at home.

Gandalf
Community Gaffer
Community Gaffer
Posts: 26,533
Thanks: 10,211
Fixes: 1,596
Registered: ‎21-04-2017

Re: Can not keep original landline number despite assurancses.

Hi there,

I'm really sorry to see this. 

I've now placed an order with our suppliers to get your landline number back for you.

This should happen on the 12/09/22 anytime before midnight.

From 31st October 2022, I no longer have a regular presence here as I’ve moved on to a new role.
Anoush Mortazavi
Plusnet
Gandalf
Community Gaffer
Community Gaffer
Posts: 26,533
Thanks: 10,211
Fixes: 1,596
Registered: ‎21-04-2017

Re: Can not keep original landline number despite assurancses.

@phit03,

I'm happy to confirm we've changed your phone number this morning.

Let me know if there's anything else you'd need help with.

From 31st October 2022, I no longer have a regular presence here as I’ve moved on to a new role.
Anoush Mortazavi
Plusnet