My phone number will change - No!

[#1]

I have just ordered BB and phone from Plusnet after deciding to move from BT.

I have just had an email from Plusnet giving me a new bloody phone number! Why? I have had this number for 33 years, through two house moves and several phone providers.

I have no wish to change my number and all the hassle this involves and I will cancel my order if this cannot be resolved.

I would contact C/S but they are closed at present. Why is this change required and can anything be done to stop it?

[#2]

I'm wondering if when placing the order they've not been able to match the existing number against the address you've given and they think a new line is required. This can happen if the address held on the BT Wholesale database doesn't batch the way you've given it (and quite often it's the BT Wholesale database that is wrong!).

[#3]

Spoke to CS yesterday and the agent who completed my order was suffering from dyslexica as, despite being repeated to them on at least 4 occsssions, the number he entered bore no resemblance to my phone number! Should all be sorted now. (Hopefully!)

[#4]

So it was a miss-match, but not in the way I expected!

So that we can advise anyone experiencing similar in the future, at this stage of your account being set up, can you access https://www.plus.net/my.html?action=view_details&s=0 and see the telephone number?

If so what we need to do is tell people to go there and check the details.

[#5]

Hello @Flamwellman

Sorry to hear of this, happy to see that we've arranged for the transfer to take place to retain your original number.

If you have any further problems please feel free to let me know.

@jelv wrote:

So it was a miss-match, but not in the way I expected!

So that we can advise anyone experiencing similar in the future, at this stage of your account being set up, can you access https://www.plus.net/my.html?action=view_details&s=0 and see the telephone number?

If so what we need to do is tell people to go there and check the details.

 The CLI of the circuit would usually only appear on the customer's account page once the line has been provided/the order completes.

[#6]

Would the number appear on any tickets?

[#7]

Aye. When the phone order reaches a committed stage they should receive an automated service notice to advise of the phone order in progress and of their number.

[#8]

What about a record of the phone number the customer gave them when placing the order with Plusnet (before the order is committed) - is that visible? (That's what went wrong in this case)

[#9]

Had the same problem myself , had to cancel order to get them to listen. They are obliged to port over your existing number. Ofcom site handy for this info.

[#10]

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@jelv wrote:

What about a record of the phone number the customer gave them when placing the order with Plusnet (before the order is committed) - is that visible? (That's what went wrong in this case)

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Looks like there was a typo on the number that was entered in to the contact number field. But no number was entered in to the field for retaining a telephone number.

I've made sure feedback has been sent over to the advisors manager.

I've also now placed the correct orders retaining the number.

@Flamwellman Apologies for any inconvenience this has caused.

[#11]

@NSCOFFIELD

Your issues are not the same as the issue being discussed in this topic.

BTW: Are you going to set up your avatar correctly. You've tried to hotlink to an image on pixabay, but if you'd bothered to read all the FAQs (link) on there you would have read:

NO HOTLINKING - what does that mean?

If you want to show Pixabay images on your website, please upload them to your server. Pixabay image URLs don't work on external sites.

You need to download the image from there and then use the upload an avatar option on here.

[#12]

You have no idea what my issues are.