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Leaving Plusnet

lemvek
Newbie
Posts: 2
Registered: 29-10-2017

Leaving Plusnet

I gave notice to leave plusnet after a few months due to failings on bringing across my old number.  After hours on the customer helpline trying to fix this issue, I find myself having to chase again to have line rental paid in advance return.

Part of the reason for joining plusnet was for the customer service, but the large wait times for customer services (coupled with no resolution of the issue) have shown my faith had been misplaced.

Is there any way to resolve this (I am still on hold after having signed up to the forum, viewed previous questions and writing this message....)?

 

 

12 REPLIES
Community Veteran
Posts: 38,311
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Registered: 15-06-2007

Re: Leaving Plusnet

According to the legal bit the LRS is not refundable unless they make a change to the T&C to your disadvantage which is not the case in your situation

Community Veteran
Posts: 26,449
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Registered: 10-04-2007

Re: Leaving Plusnet

If part of the agreement when the customer signed up was to bring the old number across Plusnet are in breach of contract.

I suspect the only way to resolve this one will be the small claims court.

jelv (a.k.a Spoon Whittler)
   Why I have left Plusnet (warning: long post!)   
Broadband: Andrews & Arnold Home::1 (FTTC 80/20)
Line rental: Pulse 8 Home Line Rental (£13/month)
Mobile: iD mobile (£4/month)
Community Veteran
Posts: 38,311
Thanks: 972
Fixes: 57
Registered: 15-06-2007

Re: Leaving Plusnet

To an extent yes

But- not having done it myself - I would be surprised if the agreement to bring the old number across wasn't a best endeavours as it depends on the cooperation of the previous holder and BT Openreach

Community Veteran
Posts: 6,339
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Registered: 30-07-2007

Re: Leaving Plusnet

 I thought it was an OFCOM and EU requirement to allow number porting

European Union

Member States are required to ensure the provision of number portability to subscribers pursuant to Article 30 of the Universal Services Directive (2002/22/EU) as amended by Directive 2009/136/EC.

United Kingdom

Powers to enable Ofcom to set conditions requiring communications providers to provide number portability are set out in sections 51 and 58 of the Communications Act 2003 (the "Act").

Obligations imposed on a communications provider to provide number portability to its subscribers and to provide portability to other communications providers are set out in General Condition 18 ("Number Portability"). Ofcom has got powers to enforce any breach of that Condition under sections 94 to 103 of the Act. Civil liability for breach of that Condition could also arise, but Ofcom must first give a consent for the bringing of such civil proceedings under section 104 of the Act.

Sounds like it might need OFCOM permission to pursue a civil claim though...

Plusnet Help Team
Plusnet Help Team
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Registered: 21-04-2017

Re: Leaving Plusnet

Hi there. I'm sorry to hear we've not been successful to bring your telephone number over.

 

As the number seems to be ceased, it's a bit tricky as the rangeholder isn't showing as BT. This means that the number once started life on another network [usually Sky, TalkTalk or Virgin Media] and it's gone back to them.

 

However, I've placed the import order one more time and I've also sent an email over to the Openreach Migration Services to see if there's anything we can do to grab it back for you.

 

To set expectations, this may not be successful as it generally depends on the rangeholder accepting the request.

 

I've set myself a reminder here to follow up for you as soon as we have more info.

 

Apologies for the inconvenience this is causing you.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
lemvek
Newbie
Posts: 2
Registered: 29-10-2017

Re: Leaving Plusnet

Gandalf,

 

Thank you for coming back to me.  Unfortunately after three failed attempts and three months of having a number that I could seldom use, I have already left plusnet.  I am trying to leave as quickly as possible without a financial impact which I was promised when I gave notice.  Please can you arrange this?

 

 

 

Plusnet Help Team
Plusnet Help Team
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Registered: 21-04-2017

Re: Leaving Plusnet

I'm really sorry to hear you've made the decision to leave us.

I can't arrange that I'm afraid. All you'll need to do is place an order with your new provider.

 

However, in my opinion, it may be worth holding off to see if I'm able to get your telephone number back? Openreach are now in the process of contacting the rangeholder to try and get it back for you. We should know more tomorrow.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
Plusnet Help Team
Plusnet Help Team
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Registered: 21-04-2017

Re: Leaving Plusnet

And the answer is unfortunately not. Sad I've just received a response back advising because of the length of time that has passed since the telephone number was ceased (nearly 3 months), the rangeholder has rejected the request.

 

It looks like I've got here too late. Cry I'm very sorry for any inconvenience caused.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
RealAleMadrid
Seasoned Pro
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Re: Leaving Plusnet

@Gandalf I think the Op is asking if he can get the unused period of the LRS payment refunded as he claims Customer services promised there would be no financial impact if he left PlusNet because of the failure to port the number.

Plusnet Help Team
Plusnet Help Team
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Re: Leaving Plusnet

I can't refund LRS I'm afraid as it's non-refundable.

 

Porting a telephone number isn't guaranteed, it's a best endeavour as indicated by Oldjim.

With that said, it doesn't seem to be the end of the road yet. I got into the office this morning to see a response from Migration Services advising they've requested for the number to be ported to the BT network as a gesture of goodwill.

 

We've got to wait to see what the rangeholder/losing service provider comes back with.

Fingers crossed it doesn't get rejected like last time. I'll post back here when I get another response.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
Community Veteran
Posts: 26,449
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Registered: 10-04-2007

Re: Leaving Plusnet

Isn't it too late to be trying to port the number?

lemvek wrote:

Gandalf,

 

Thank you for coming back to me.  Unfortunately after three failed attempts and three months of having a number that I could seldom use, I have already left plusnet.  I am trying to leave as quickly as possible without a financial impact which I was promised when I gave notice.  Please can you arrange this?

jelv (a.k.a Spoon Whittler)
   Why I have left Plusnet (warning: long post!)   
Broadband: Andrews & Arnold Home::1 (FTTC 80/20)
Line rental: Pulse 8 Home Line Rental (£13/month)
Mobile: iD mobile (£4/month)
Plusnet Help Team
Plusnet Help Team
Posts: 4,829
Thanks: 1,060
Fixes: 235
Registered: 21-04-2017

Re: Leaving Plusnet

As far as I can see we're still providing services. So I plan to do everything I can to rectify this.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team