PlusNet having trouble removing landline.

[#1]

@Baldrick1 

To clarify what I have done so far...

1) Got result for phone number from broadband availability checker (FTTP not available)
2) Got result from address (using Flat xx) from broadband availability checker (FTTP available). No duplicate/similar addresses listed.
3) Result from address check shows UPRN
4) Got result from findmyaddress (entering door number only, didn't recognise "Flat"). The address shows same UPRN. No duplicate/similar addresses listed.
5) Entered UPRN into both sites. Broadband availability checker shows same results as when checking by address. Findmyaddress shows only 1 address.

I don't know the details of the address when searching by phone number on the boadband availability checker, as it's not shown. But as I said at the time, the address & phone number results are different. I tried a search without the word "Flat", but the broadband availability checker didn't recognise it.

Still trying to find out the billing address. My Sister's not at home at the moment.

For completeness I've attached the UPRN result.

[#2]

@Gandalf 

Thanks for that.

I would like to get in touch with my Sister first. I'm sure she will be OK with it, but I had better ask her first.

Can't seem to get in touch with her at the moment.

[#3]

@RadioFox 

If any-one can get this resolved then it will be @Gandalf 

The point that I keep banging on about is that you have attached to post #8 two downloads, one labelled 'address' and the other 'phone number'. The two are different, the  address one showing FTTP to be available, the phone number one with it not available.

I have seen this before and it is caused by a difference in the original BT phone record and the Openreach address record, (probably added when Full Fibre was provided) to have a slightly different address.

My money would be on that the records show that your sister's account is currently locked to the phone number entry whilst the upgrade to SoGEA is being directed to the address one.

Edit

@Gandalf 

Mt previous experience was getting FTTP installed for a BT customer. After speaking to 3 CSAs I finally got to one who resolved the problem by putting it through their system as a 'change of address'.

[#4 · Accepted solution]

It's an FTTP priority exchange...

Under the circumstances, I got the restriction lifted and placed the order, with any luck it should complete shortly.

[#5]

@Gandalf 

That's great.

Many thanks for that. I've informed my sister. 👍

[#6]

@Baldrick1 

Thanks for persevering. It can take a while for things to permeate into my peanut brain. 😆

Yes. There's obviously a reason why the 2 results are different.

Before you mentioned to Gandalf about putting it through the system as a "change of address", I was actually wondering if my sister would be able to change her details with Plusnet online to make an alteration to her address (assuming it was due to the "flat - not flat" reason). I think she's out at the moment, so didn't get back to me with the address that Plusnet have on her account.

Anyway, it's irrelevant now that it's been resolved by Gandalf.  

[#7]

@Gandalf 

I saw my sister over the weekend. She said that she had an email from Plusnet on Saturday to say that the product change will be on Monday (today), but she told me that it also said that she will be sent a new router. I found this a bit puzzling, as she already has the hub 2 (and it wouldn't reach her in time anyway).

She received an email this afternoon to say that the broadband product change is now complete. She assumed that the phone would be disconnected as soon as the change over was completed, but the phone is still working. I asked her to double check by phoning her number with her mobile, & the phone still rings.

Does it take a while for the phone line to stop working after the change over?

[#8]

She messaged me this morning to say that the phone is now dead 👍

I wonder if a new router will still arrive, or it was just part of an automated response?

[#9]

@RadioFox

Now time to port the number to voip if you want to keep the number.

[#10]

@mystreet1 

She's no longer interested in a landline. For some reason she gets scam calls nearly every day (I get 2 or 3 a year).

Everyone relevant has her mobile number.

[#11]

Glad to see the product change eventually completed.

It can take anytime up to midnight on the day for the landline to be ceased, looks like that's happened now. 

As for a new router, I can't see that we're sending her one - was it a text she received or an email? 

[#12]

@Gandalf 

After contacting my Sister again, she now thinks that she may have misread the emails from Plusnet concerning a new router.

It looks like she won't be sent a new one after all.

Thanks again for your help in getting her sorted out. 👍