Where is PlusNet ‘Help & Support’?

[#1]

I have been with Plusnet, and previous ISPs that became Plusnet, since the 1990s and on the rare occasions when I’ve needed support been good. Now it no longer seems possible to raise a ticket online.

I have received a threatening letter from BT which seems to say that unless I move to their full fibre, I will lose my landline number (rubbish). At the moment I get ADSL broadband through Plusnet, but I pay BT for my landline. I have never had a contract with PlusNet.

I have no wish to move from PlusNet to BT but I am interested in upgrading to full fibre, which is available at this property.

It is absolutely essential that I keep my landline number. I understand that I can do this by moving it to A&A, VoiP , Voipfone or a similar service, and my landline number can be ported to the new service. The cost will probably be less than at present.

I have two blogs which have been running for years at ccgi.myusername.plus.com. It is also essential that any changes do not impact these and I have no wish to migrate them to another server.

I’ve been trying to raise a ticket about this but if I click on a ‘support’ link anywhere at the members centre I get a useful looking window for a second or two which is replaced by one saying ‘Unfortunately we’ve hit a problem’. Nowhere can I find a messaging window which I understand exists.

I need written contact with a human at Plusnet. Is this no longer possible please? This is too important to deal with on the phone or on the basis of hundreds of sometimes contradictory forum comments, however kind, well informed and helpful these may be.

[#2]

@TonyN 

I’ve been trying to raise a ticket about this but if I click on a ‘support’ link anywhere at the members centre I get a useful looking window for a second or two which is replaced by one saying ‘Unfortunately we’ve hit a problem’. Nowhere can I find a messaging window which I understand exists.

Its not been possible for some time now for customers to raise 'tickets'. I'm afraid the primary means of support is a call to customer services. 

I have no wish to move from PlusNet to BT but I am interested in upgrading to full fibre, which is available at this property.

It is absolutely essential that I keep my landline number. I understand that I can do this by moving it to A&A, VoiP , Voipfone or a similar service, and my landline number can be ported to the new service. The cost will probably be less than at present.

You understand correctly. Upgrading to Full fibre with Plusnet will cease your BT phone service. You then have 30 days to port your number to a voip service. 

NB do not port the number until any FF upgrade is confirmed complete as doing this will cease the BT phone , your Plusnet ADSL and close your PLusnet account.

[#3]

Many thanks MisterW: you've helped me before.

 Understood so far but …

That tells me nothing about the blogs and I don’t know a few other things.

At the moment I am using a TP Link Archer 2100 modem. Do I need a new one? Does PlusNet supply one? (For the first time in all the time I’ve been with PlusNet they supplied me with a modem about a year ago when I apparently had trouble with the TP Link, but that failed after a lightning strike.)  What about continuing to use my existing 4 handset cordless phone setup? What will Full fibre cost? Will I need to start a contract and if so on what terms? When will PlusNet get rid of the ‘Unfortunately …’ screen on the help link, which gives the impression that there is a temporary fault so that customers keep trying for days and then in desperation go to the forum? What has happened to PlusNet?

I really do need written answers from an executive at PlusNet so that if anything goes wrong I have some kind of comeback. You seem to be telling me that is not possible.