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Extremely frustrating experience re: keeping existing landline number

narooga
Newbie
Posts: 2
Registered: ‎06-06-2023

Extremely frustrating experience re: keeping existing landline number

I've just been on the phone with the standard plusnet support number about my fibre install date. All fine. Very nice chat.

 

Right at the end, I just double checked with her that my landline would be unaffected. This is really important to me. And THE reason I signed up with FTTP with Plusnet. She said it would of course be disconnected, she wasn't sure why, but she said it would be.  Apparently if I didn't want this to happen I'd have to sign up for FTTC. (Really don't see how that makes any technical sense as surely the copper wires ARE in use then?!).

 

I asked to be escalated to her manager or technical. She was reluctant and wanted to check with a colleague, which she did. She came back to me and said she had been right the first time. I was very stressed to hear this and asked again to be transferred for a second (third!) opinion. She happily agreed at this point to transfer me to technical.

 

The technical guy basically confirmed what she'd said!!  He said the website shouldn't be offering that as it wasn't possible. He doubted it was. I told him where on the website I'd found the options, that it had offered me two options 1) get fibre and lose my landline 2) get fibre and keep my landline. Quelle surpise, I'd chosen the option to keep my landline!!

He was shocked to find this option and said he'd never heard of it or been informed of it and went for a check and a conflab with his colleagues.

When he came back he was able to reassure me that yes, because I was moving from another provider, my existing landline would not be disconnected. He didn't know about this, his colleagues didn't know about this, and first line contact definitely didn't know about this! Stressful!

 

@Gandalf many thanks if you can pass on this knowledge to teams internally 🙂

 

2 REPLIES 2
MisterW
Superuser
Superuser
Posts: 15,460
Thanks: 5,970
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Registered: ‎30-07-2007

Re: Extremely frustrating experience re: keeping existing landline number

When he came back he was able to reassure me that yes, because I was moving from another provider, my existing landline would not be disconnected. He didn't know about this, his colleagues didn't know about this, and first line contact definitely didn't know about this! Stressful!

@narooga That's correct, if moving from another provider, there is an option to keep your existing landline (well it's actually all existing services I believe). That's not the complete story though, yes, Plusnet wont cease your existing copper based services, but whether you can keep just a landline with your existing supplier will depend whether they will allow that.

I note from your attachment, that you already have Full fibre with you existing supplier, Im assuming Plusnet are transferring that service ?

How is your landline service provided, is it voip or a physical copper line ?

Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.

dvorak
Moderator
Moderator
Posts: 29,653
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Registered: ‎11-01-2008

Re: Extremely frustrating experience re: keeping existing landline number


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This topic has been moved from Full Fibre to My Order

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