Lost landline number of 25 years after account unexpectedly closed
03-12-2022 11:15 AM - edited 03-12-2022 11:15 AM
I really need some technical assistance from Plusnet and / or its members.
I am fully aware that there is a good amount of user error in my case, but I feel there has to be a resolution for it either way.
In early November I helped my mum switch over to a BT full fibre deal. This featured a digital landline and a number port from her current Plusnet service over to the new BT full fibre service.
In the intervening weeks, BT cancelled our install because of some kind of double-booking at the address on their end.
It was at this point that we should definitely have gotten back in touch with Plusnet to say "please keep the service going for us while we figure out the new provider". We didn't do this, and as of yesterday the Plusnet account was closed, leaving my mum without internet or a landline telephone service at home.
We've now re-placed an order with BT for the full fibre which will go live at the end of January, but it currently appears we lost our landline number at the moment Plusnet closed the account. All my calls to Plusnet customer service are being met with a dim view of the situation.
I am now hoping to be able to escalate this case to someone technical in the Plusnet team who can dig in and reserve / give me porting details for the phone number in question – which has at this point only been inactive for around 24hrs – in order to pass those details over to BT and achieve a successful porting of this number.
Can the community help me? Can I contact any particular person or department within Plusnet who takes care of issues such as these?
Re: Lost landline number of 25 years after account unexpectedly closed
The number will have been returned to the 'range holder' and be in quarantine, so it's not in Plusnets control. BT ought to be able to request the number for you.