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Landline phone number change help

j1890
Newbie
Posts: 3
Registered: ‎28-11-2022

Landline phone number change help

Hi,

 

I signed up with Plusnet yesterday and I have now received a message stating I am going to be given a new phone number. I would like to keep my current one if possible. 

 

Can I please get some help so I can keep my landline when the switch has completed.

 

Thanks very much!

6 REPLIES 6
somebody_else
Newbie
Posts: 1
Registered: ‎28-11-2022

Re: Landline phone number change help

I signed up very recently (in the past 2 weeks), you should be able to keep your number if you just phone customer services tomorrow and let them know.

 

My (previous) number will be returned to me, hopefully, by 06 December - all I've had to do is let PlusNet know that I want to keep my old number and then cancel my contract with Virgin.  If you're changing from a company that already uses the BT/Openreach phone line, then as I understand it, it's even easier and quicker to do.

TheMightyAJ
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 2,511
Fixes: 126
Registered: ‎26-03-2018

Re: Landline phone number change help

Hey @j1890,

I can see that you've spoken to someone about this the other day and it's in the process of being arranged. Please let us know if you have any further queries and I'll be happy to assist Smiley

If this post resolved your issue please click the 'This fixed my problem' button
 Alex H
 Plusnet Help Team
j1890
Newbie
Posts: 3
Registered: ‎28-11-2022

Re: Landline phone number change help

Hi @TheMightyAJ  I'm back again and unfortunately in need of help again.

 

I phoned up on the 29th of November and asked for our landline number to be kept, everything was arranged and I was assured this had been sorted and we could keep our original switch date of the 12th of December.

 

On the 8th of December we then received an email and text saying our request to transfer a new, incorrect landline number that is not mine should happen on the 22nd December. We also then received a letter saying a customer has told Plusnet they are moving to this address, nobody is moving, I'm just trying to switch to Plusnet. I phoned up again and the person I dealt with was very helpful, but they said they had sorted it again and I would get a new email and text the next day to confirm that the number we want to keep will switch.

 

I haven't received anything yet, so I'm reaching out here to try to get some clarity on what is happening. It sounds like from the letter we received and what was said on the phone, that our order has gotten mixed up with someone else's. I'm worried we will lose our broadband and more importantly landline connection. Mobile signal here is pretty bad, so not having a landline for emergencies will be very stressful.

 

The main points I'd like to find out are:

- Will our original landline number definitely be kept as I'd been promised over the phone?

- Is there a definite switch date yet, if so what is that date?

- If our orders have been mixed up with someone else's, how will this be resolved?

 

Thank you!

MatthewWheeler
Plusnet Help Team
Plusnet Help Team
Posts: 8,877
Thanks: 1,493
Fixes: 478
Registered: ‎01-01-2012

Re: Landline phone number change help

Hi @j1890

I'm really sorry to hear about the bombardment of messages and confusion caused.

I've taken personal ownership of this moving forward for you to make sure this gets sorted.

With regard to the points, you've raised unfortunately all the previous orders have failed so I've had to replace them but i can confirm you will be keeping your number.

In terms of the switch date that should be confirmed in the next 24/48 hours

 

If this post resolved your issue please click the 'This fixed my problem' button
 Matthew Wheeler
 Plusnet Help Team
j1890
Newbie
Posts: 3
Registered: ‎28-11-2022

Re: Landline phone number change help

@MatthewWheelerThank you so much for looking into this for me. I've now received confirmation of the switch date and retention of our number. Thank you again for your work on this and reading my wall of text!

MatthewWheeler
Plusnet Help Team
Plusnet Help Team
Posts: 8,877
Thanks: 1,493
Fixes: 478
Registered: ‎01-01-2012

Re: Landline phone number change help

No problem at all @j1890

I'll check back with you on the day to make sure all has transferred over 

 

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