Moving home problem
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Moving home problem
21-09-2014 5:15 PM
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The problem was that in moving my broadband from the old to the new place PlusNet somehow managed to have the phone line at the old place where my dad still lives switched off. My dad is now currently without a phone until Monday. Luckily for my dad he has a mobile phone. All this despite ringing PlusNet and telling them to not switch off the phone at the old place where my dad pays BT for the phone only. At the old place I paid for broadband separately from the phone.
Well done PlusNet.
Re: Moving home problem
22-09-2014 9:07 AM
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I'm really sorry to hear about this. I hope the weekend hasn't been too stressful.
I'm pretty sure that the reason this happened, is that we took the telephone number from your old property, and reserved it to a new one.
When we reserve a BT range telephone number that is already assigned to a different telephone line, it will cease the old line that it used to be numbered to.
What would have been best, was if we were to firstly give you a random telephone number in the new place. Then change the number at the old property to a random one (which releases your old number). Then we should have renumbered your new line back to the old number.
Whilst this is probably down to agent knowledge, I suppose it's one of the more intricate pieces of the provisioning process which are harder to grasp.
Re: Moving home problem
22-09-2014 9:42 AM
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Why were you messing about with numbers at all?
What was required was simply to issue a broadband only cease at the old address and install a new line with a new number at the new address.
I'm expecting to see the next post on here is that his father's phone is working but his phone number has been changed and he wants his own number back.
What I find incredible is that Plusnet can get away with messing about with the phone for someone other than the account holder and who isn't even a Plusnet customer!
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 (£14.40/month) Mobile: iD mobile (£4/month) |
Re: Moving home problem
22-09-2014 9:49 AM
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Quote from: jelv What was required was simply to issue a broadband only cease at the old address and install a new line with a new number at the new address.
Based on the house move, daro2096 actually wanted us to bring the phone number from his old property to his new property, rather than be issued with a new number.
This is what unfortunately ceased the line at his old place.
Re: Moving home problem
22-09-2014 9:54 AM
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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 (£14.40/month) Mobile: iD mobile (£4/month) |
Re: Moving home problem
22-09-2014 10:05 AM
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I have checked on our suppliers systems and we have absolutely no relation with the line other than the fact that we provided a broadband asset on it.
I suppose that the other alternative could be that BT ceased the line.
Re: Moving home problem
22-09-2014 11:34 AM
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So PlusNet set up the phone and net at my new place which was activated in the afternoon of the 15th of this month. A couple of days later my dad gets a letter from BT that he was moving to PlusNet and a final bill for £100+. My dad rings BT and tells them that he isn't moving the phone and that he wants to stay with BT. Then last Saturday my dad finds his landline deactivated. Dad luckily has a mobile and got BT to reactivate the line which will be done on Monday, today.
Well done PlusNet.
Re: Moving home problem
22-09-2014 11:40 AM
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Looks like you need to check out that phone call and what was done as a result of it!
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 (£14.40/month) Mobile: iD mobile (£4/month) |
Re: Moving home problem
22-09-2014 9:01 PM
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Re: Moving home problem
23-09-2014 9:41 AM
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I'll try contacting you later to discuss this if you don't mind.
Matty
Re: Moving home problem
23-09-2014 12:52 PM
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It appears that I was incorrect with the above information.
Our systems placed a phone transfer order at the old address on 04/09. I'll hold my hands up and say that this was done in error. However, BT cancelled this on 09/09/2014. That should have resolved the problem and stopped your Dad from being cut off.
This is the only interaction we have had with the phone line at your old property, so we cannot really attest as to why he still got cut off.
Sorry for the confusion there.
Matty
Re: Moving home problem
23-09-2014 9:56 PM
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