Home Phone after Fibre installation

[#1]

We had Plusnet fibre installed about 2 weeks ago, it’s working fine and we are very pleased with it. We have an issue though with the landline, we did understand that the phone landline would be disconnected, worryingly irs still not disconnected, I have emailed and messaged Plusnet but they just don’t undaerstand. The men that installed the fibre couldn’t disconnect the phone, apparently it’s a job only for BT to disconnect it either at one of the BT Junction boxes or the Telephone exchange. Anyone else had these issues, is there a timeline to disconnect the phone line. It’s getting really annoying now, still paying for a home phone we don’t want.

[#2]

Just to clarify is the phone still making / taking calls ?

Call 17070 does the BT line test read back your phone number ?

[#3]

That does not make sense, @denwyn . If the Full Fibre installation is up and working, the copper circuit over which the 'home phone' operates should be closed as part of the procedure, and that its a 'flick of a switch' job.

Can you still make and receive calls on the 'home phones' and if you dial 17070, what number is returned? 

[#4]

@denwyn 

You won't be paying for the phone. Your contract price will be for the Full Fibre connection.

It only really matters if you're planning to port your phone number to a VOIP provider.

Brian

[#5]

Yes we can, it’s really annoying, ok we have disconnected the phones but I’m sure we are still paying for them. Getting it through to Plusnet is not easy, beginning to think we have made a mistake signing up for fibre with Plusnet, we have been with them for a VERY LONG TIME, The Plusnet engineer who fitted the fibre broadband did a really good job, but he doesn’t disconnect the line from the BT,box apparently they come out and disconnect it at one of the street junction boxes, no sign of this happening. Anyone else had any issues like this

[#6]

Do you have a Plusnet Members Center account that still shows there being a phone service ?

[#7]

@denwyn as I said above, the phone over the copper disconnection is a remote flick of a switch, not a physical disconnection. What appears to have happened here is a failure of process, which the call centre operative should pass on to OR.

[#8]

Yes we can still use the house phones, we have disconnected all but one, I don’t know what is going on, the internet is working fine, it seems quicker than it used to be on the PC. I’m just wondering if there has been a big [-Censored-] up. Have been with Plusnet for a VERY LONG TIME, with no real issues. Phoning them is a nightmare, have emailed them with no response. 

[#9]

Something has decidedly gone wrong with this, @denwyn . There should only be one Openreach service to a property, and their system should have picked up that you have two.

I can't think of an easy way to sort this - @Townman  / @MisterW ?

If you check on your Members Centre, what service does it say is being supplied?

There is no email service for enquiries/faults.

[#10]

The Plusnet engineer who fitted the fibre broadband did a really good job, but he doesn’t disconnect the line from the BT,

There are no Plusnet engineers. The installer would have been an Openreach contractor. Yes, they don't normally physically disconnect the phone line. As @jab1 says  the service is just disconnected remotely.

At a guess, the Openreach systems just haven't processed the cease properly.

However, I don't see how Plusnet could possibly continue to charge, they don't have an FTTP product that includes a phone service...

[#11]

Thanks, @MisterW .

[#12]

I didn't think that plusnet did home phones any more. I understand its all been moved with-in BT to EE.

[#13]

You are correct, @zaaxuk  - if you still need a 'home phone' the 'easy way', you have to be switched to EE, but there are other options.