cancel
Showing results for 
Search instead for 
Did you mean: 

Plusnet want me to have a new number, why?

dib
Dabbler
Posts: 12
Registered: ‎20-10-2015

Plusnet want me to have a new number, why?

I just swapped from talktalk (LLU) to plusnet and have been advised that I need a new number, this doesn't make sense. How do I keep MY number.
9 REPLIES 9
HPsauce
Rising Star
Posts: 6,788
Thanks: 24
Fixes: 1
Registered: ‎02-02-2008

Re: Plusnet want me to have a new number, why?

It's not "your" number. Ranges of numbers are assigned to providers, so that probably "belongs" to TT and can't be transferred for some (probably mainly technical) reason.
Landlines are not like mobiles regarding number portability.
w23
Pro
Posts: 6,344
Thanks: 93
Fixes: 4
Registered: ‎08-01-2008

Re: Plusnet want me to have a new number, why?

TalkTalk seem to be particularly guilty of not releasing phone numbers when services are transferred away from them as this issue crops up a lot (and relatively rarely with other suppliers).
OFCOM suggests that customers should keep their number if simply transferring a phone service:
Quote
If you choose to keep your existing ’phone number, your new provider should notify the provider you are leaving that the service is being transferred. In these circumstances you would not normally need to notify the provider you are leaving that you are moving to a new provider (though you may want to check whether the provider you are leaving will charge an early termination fee for leaving your contract).

But if you prefer a new number then the process is different:
Quote
If, however, you choose to obtain a new landline telephone number from your new provider, then you will need to contact both your current provider to cancel your contract and your new provider to arrange your new landline telephone service.
Call me 'w23'
At any given moment in the universe many things happen. Coincidence is a matter of how close these events are in space, time and relationship.
Opinions expressed in forum posts are those of the poster, others may have different views.
dib
Dabbler
Posts: 12
Registered: ‎20-10-2015

Re: Plusnet want me to have a new number, why?

Nope, it was issued by virgin and has been ported to bt, sky, talktalk, but not apparently Plusnet. So that isn't the answer.
Perhaps someone from Plusnet might want to look into this?

dib
Dabbler
Posts: 12
Registered: ‎20-10-2015

Re: Plusnet want me to have a new number, why?

I have just read the same info on the ofcom website. Thanks for the heads up.
Darkfire
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 699
Fixes: 30
Registered: ‎17-10-2015

Re: Plusnet want me to have a new number, why?

Hi Dib Smiley
Please can you respond to ticket: 112858856, I have added some information for you
Thanks
HarryB
Plusnet Help Team
Plusnet Help Team
Posts: 5,192
Thanks: 1,449
Fixes: 255
Registered: ‎25-03-2015

Re: Plusnet want me to have a new number, why?

I wouldn't worry too much about this right now as the order hasn't actually been processed yet.
I can see your account has been set up to at least try to retain your number, however an initial automated check (Which isn't always 100% accurate) does state it won't be possible.
Your order will be placed shortly and then if there are any problems with the number port, our suppliers should make us aware of this within the next few days and we'll let you know.
If this post resolved your issue please click the 'This fixed my problem' button
 Harry Beesley
 Plusnet Infrastructure Operations Professional
dib
Dabbler
Posts: 12
Registered: ‎20-10-2015

Re: Plusnet want me to have a new number, why?

Thank you to everyone for the quick response, I think we are now sorted.
Kind Regards.
dib
Dabbler
Posts: 12
Registered: ‎20-10-2015

Re: Plusnet want me to have a new number, why?

Plusnet update:  terrible service..
Since the reassurances that the porting of my number would go ahead, hummm.  4 weeks later and it still hasn't!
Many calls to customer service  (really, they still call it service) and only on the 24th November did someone work out that they haven't done their job. Promised fix of 30th Nov, still not done.
More phone calls, and now they can't promise when it will be completed...

My advice is don't believe anyone in Plusnet's imaginary clown world. Sorry to any clowns out there.
They still manage to bill me though.
HarryB
Plusnet Help Team
Plusnet Help Team
Posts: 5,192
Thanks: 1,449
Fixes: 255
Registered: ‎25-03-2015

Re: Plusnet want me to have a new number, why?

Sorry to hear you've been experiencing problems with your line.
Just to clarify, your orders were placed the same day as my previous response to this thread and appeared to progress without any problems. I've checked over the notes on your order and can't see that our suppliers ever notified us of any problems progressing the order.

  • 20/10/15: Order was placed.

  • 20/10/15: We received confirmation from our suppliers that the number port request had been sent to the losing provider.

  • 23/10/15: We received confirmation from our suppliers that the port request had been accepted and would go ahead.

  • 03/11/15: We received notification that the order had completed.


Following this, I understand you contacted us and a fault was raised with our suppliers multiple times. On the 3rd fault that was raised with our suppliers, we were advised they had not actually ported the number over correctly, which was causing this issue.
I do completely appreciate your frustration, however had we been notified of the cause of the issue sooner by our suppliers, we could have certainly resolved the issue quicker. I do sincerely apologise for any inconvenience this has caused, however I hope you can appreciate that we took all the necessary steps to resolve the issue you had as soon as possible, given the information we had from our suppliers.
I believe that your phone line should now be working and I can assure you that you will receive a refund for the time that your phone line has not been working as it should have been.
If this post resolved your issue please click the 'This fixed my problem' button
 Harry Beesley
 Plusnet Infrastructure Operations Professional