Second broadband connection

[#1]

I can see that there are a few threads in the past regarding getting a second line installed. I'm aware that traditional phone lines are being phased out but I tried to request a second broadband install today over the phone, only to be told that it cannot be done.

When we first moved in around 10 years ago (and when phone lines were still phone lines) we had two services running successfully.

I've spoken to BT and to Vodafone today who seem quite happy to provide a second line and indeed they both have dedicated pages on their websites related to this subject and how easy it is to get a second line installed.

Is there a reason why Plus.net won't provide a second line?

I'd appreciate any feedback on the matter as we'll not be getting FTTP/H for a little while here.

[#2]

@krikey 

Is there a reason why Plus.net won't provide a second line?

Probably because they don't see it as cost effective. They are setup as a low-cost broadband provider, to install a new line they would either have to charge the Openreach cost up front or cover it from monthly charges. Their systems probably arent setup for the former and the latter isnt cost effective.

I've spoken to BT and to Vodafone today who seem quite happy to provide a second line and indeed they both have dedicated pages on their websites related to this subject and how easy it is to get a second line installed.

Good luck with getting Vodafone to install a second line. I tried that when we moved offices a few years ago, three times they tried to takeover the existing line despite being told a new line was needed! Eventually gave up and got BT to do it...

[#3]

I had no problem getting a second line installed, admittedly it was about 18 months ago. Both PN and BT/OR did do a few checks to confirm that was what I wanted. The engineer was able to use the existing multi-pair overhead drop wire and ran a new cable from that down to exactly where I wanted it - I had pre-drilled a hole through my wall.

My new line was SOGEA/FTTC and the old one was ADSL (with PN) over a phone line contracted with BT. The old contracts were both on "out of contract" rolling monthly terms so easy to cancel without penalty.

It was, and I made no secret of this, part of my migration away from POTS to VOIP.

Once the FTTC line was working I set up VOIP (with A&A) then cancelled my ADSL contract with PN; as I had recently recontracted for FTTC this was actioned immediately without needing any notice so I got a refund. Finally I migrated the POTS number to A&A which cancelled the BT POTS line, also generating a refund!

[#4]

Thanks for the feedback so far.

I appreciate that there would likely be an engineer visit, even if it were to use the same cable but use one of the other pairs that already exist. I would be happy to discuss costs to get it done, just so that it makes sense. However that opportunity was never even mentioned.

Our line runs down the telegraph pole (are they still called that?) and into conduit underground to our house.

After reading other forums and posts, many cables have multiple pairs of copper cables and each "line" only uses one pair. From my simple understanding, the engineer would essentially use another pair of unbroken copper cores to provide the second service and no need to run a brand new wire. The other ends would be wired up in the cabinet to the new service.

If PN staff are listening, it would be good to get some feedback on this as running a home business on one line is getting harder now that other members of the family are at home streaming and gaming.

Please help...

[#5]

If FTTP is not available, then there should be no issue ordering a new SoGEA installation.

There is some possibility that the Plusnet agent you dealt with might not have been fully clued up.  The best approach is to call COTS who are the specialist team...

Contact Customer Options Team (aka COTS)

COTs is the place to go to if you want to find out anything to do with your contract in respect of leaving, renewing or simply enquiring about early termination charges (ETCs). They have their own number and tend to answer quicker than the general customer service number.

Call this number 0800 432 0080 and press 2 and it takes you straight to a Sales/COT advisor. You get two simple options of 'are you an existing member' or 'are you new'.

Open

• 8am - 8pm Monday to Friday
• 9am - 7pm Saturday
• 9am - 6pm Sunday

The biggest challenge would be if there are VDSL ports available in the local cabinet.

[#6]

The COTS team was who I spoke to and told me that I couldn't get any form of second line through them.

[#7]

@Marsh  / @Gandalf can you expand on / clarify the advice being offered here please?  Adding residential service to a residential property which might already have a business line ought not to be an issue … if other providers can do the same.

[#8]

@Gandalf - here - https://community.plus.net/t5/My-Order/Newbie-question-to-full-fibre/m-p/2018239#M33906 - you affirmed that it ought to be possible to have FTTP installed (as a new service) leaving the existing service alone.

Does the same also apply to adding another VDSL2 service (SoGEA)?

Further down in that thread is reference to a discussion with BT direct mentioning "only one circuit allowed per household" is that an actual constraint?

This thread from the land of Mordor seems to give substance to Openreach obstinance on the subject!  2 full fiber lines at the same property - BT Community

[#9]

Moderators Note

This topic has been moved from Broadband to My Order 

[#10]

@Townman @krikey A second line install can be done, its just a little more complicated to do. Its not a common thing for a customer to request a second line so some COT agents may just assume it cant be done without asking their team leader first. I'm not sure if there's an albert flow for it either as I'm not COT but i will enquire because I'm curious now. We cant add a second line to an existing account so a new account would have to be made first off. 

As soon as the account is made, the address matching system is going to pickup the NAD key from the address in question and automation will try to take over the existing line. At that point the COT advisor needs to call through to my department and we cancel the activation order and place a manual order for a new line install. 

Neil, if you're definitely wanting this second line I'm happy to give you a call and get you through to a COT advisor an explain the situation to them. From there ill get the COT advisor to give me the new account details once its been setup and ill get the manual order for a new line placed personally. 

All the best

[#11]

@Windings 

Hi Joe,

Thank you for another erudite explanation of the detail which creates the devil.  There is some danger here (from our side) of not being specific about things understood and therefore taken for granted (or inferred) which add possible hues to the dialogue the OP might have had with the advisor...

• "Can I add a second line to my ACCOUNT" - is a definite "No"
• "Can I have a second service (on a separate account) at my PROPERTY" -  is a definite "Yes", but it needs non-BAU fiddles ... which means it CANNOT be done via the website

Whilst I have your attention on this, will the non-BAU processes work where...

• The user has an existing service (not FTTP) with a different supplier, which they want to retain for whatever reason alongside a new service (of whatever available technology) from Plusnet
• The user has an existing FTTP service (with whomever), which they want to retain alongside a new FTTP service from Plusnet

The latter implies either swapping the single port ONT for a multiport ONT (which will impact the existing service) or the installation of a second fibre connection ... which might reasonably fall with the suggested Openreach restriction of "One line per household".  Is there a considered process (with Openreach ?) for supplying an additional FTTP service where the existing installation is a single port ONT?

We have seen cases where early adopters who (have a four port ONT) on transferring to Plusnet have found that the new service was provisioned on one of the other ports.

Really great that you intend to follow these consideration through the ALBERT support and guidance service.

[#12]

Thanks all for your help on this matter and your willingness to speak to me directly to get over these hurdles. Its good to know that it is theoretically possible with Plusnet to have multiple lines admittedly through different accounts to accomplish this.

Sadly, I've engaged with BT now for a second (business) line and given them strict instructions (and received in writing from them) that this is a second line and that my existing plusnet service will not be touched.

Lets hope that it will go smoothly, but perhaps this thread (and some of the others mentioned) will be useful to other people who aren't getting FTTP any time soon and would like to get a second line.