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Phone Line Cut off Without Permission

Andylane1963
Newbie
Posts: 4
Registered: ‎09-04-2023

Phone Line Cut off Without Permission

Fibre broadband with plusnet .
Upgraded to full fibre in February.
Openreach dug up my drive and laid a ducting in March.
Thursday 6th , engineer on behalf of Openreach came to connect up full fibre .
He cut the old phone line away which had the phone rental with shell energy .
Engineer discovered he couldn't feed the cable through to the road through the ducting.
He left .
Raised the issue with plusnet, long story but it's going to take days to get Openreach back to dig up the drive AGAIN.
I managed to re connect the copper phone line back to the box in the house .
Broadband started working and so did the phone
Sat 8th April 2023-phone line went dead, as did the broadband.
Phoned Shell energy who said the line was being taken over at the request of plusnet so they turned it off.
No one informed me this was going to happen.
Shell energy cannot turn the phone line back on as they say Openreach are getting rid of the old style phone lines and will not re connect-even if line has been terminated by mistake .
I never asked plusnet or Shell energy to terminate my phone line , has anyone else had this happen as its driving me crazy .
7 REPLIES 7
MisterW
Superuser
Superuser
Posts: 14,652
Thanks: 5,462
Fixes: 391
Registered: ‎30-07-2007

Re: Phone Line Cut off Without Permission

Plusnet full fibre does noti include a phone line. When you order you have the option to retain your existing service if its with a differentbsupplier, if you dont select that , then the phone line will be ceased.

Furthermore, If your exchange is 'fibre priority' then no order can be placed for a phone line anymore im afraid.

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.

Andylane1963
Newbie
Posts: 4
Registered: ‎09-04-2023

Re: Phone Line Cut off Without Permission

I was never given this option, or told it was an option, I spoke to a plusnet agent over the phone when I agreed to the upgrade.
Andylane1963
Newbie
Posts: 4
Registered: ‎09-04-2023

Re: Phone Line Cut off Without Permission

Also plusnet helpline agents are saying they did not have my phone line cut off, shell energy are saying they did.
MisterW
Superuser
Superuser
Posts: 14,652
Thanks: 5,462
Fixes: 391
Registered: ‎30-07-2007

Re: Phone Line Cut off Without Permission

shell energy are saying they did.

in that case , shell should have sent you a 'sorry you are leaving' email or letter, giving you time to stop the cease

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.

Andylane1963
Newbie
Posts: 4
Registered: ‎09-04-2023

Re: Phone Line Cut off Without Permission

Yes they should !, at least plusnet are offering compo after the engineer cut us off, then said another team would be out the same day to re install the ducting ,which was total bull.
MisterW
Superuser
Superuser
Posts: 14,652
Thanks: 5,462
Fixes: 391
Registered: ‎30-07-2007

Re: Phone Line Cut off Without Permission

Whilst it's not possible to get a phone line reinstalled, If you wish to retain the old phone number, it MAY be possible to port the number to a voip supplier.

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.

Baldrick1
Moderator
Moderator
Posts: 11,664
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Registered: ‎30-06-2016

Re: Phone Line Cut off Without Permission


Moderators Note

This topic has been moved from Broadband to My Order.

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