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"one of our customers is taking over your line"

andyhicks88
Dabbler
Posts: 12
Registered: ‎12-04-2023

"one of our customers is taking over your line"

Switching to PN from BT and PN have just sent me this letter stating that one of their customers is moving to my address and taking over my line.....It's me? And I already live here?  Is this normal just because I'm keeping my existing phone line and number from BT or what? I was quite confused reading this!

10 REPLIES 10
jab1
Legend
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Registered: ‎24-02-2012

Re: "one of our customers is taking over your line"

@andyhicks88 You aren't the only one confused here. My understanding is that only the losing provider sends a message to the current number holder, along the lines of 'We have been informed your line is being taken over by another provider, If this is incorrect, please let us know'.

John
pjmarsh
Superuser
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Registered: ‎06-04-2007

Re: "one of our customers is taking over your line"

That was my understanding as well, which is why I didn't reply earlier.  I suppose Plusnet might send a different message if someone different had signed up with them with your number, though my first thought is would that comply with GDPR, in that they are telling you (who may know who is taking over your line because your moving or such like) who their ISP is going to be.  It would also be more work to implement, when probably not necessary.

I'd suggest it would probably worth giving Plusnet a call and check.  There is still time for a staffer to pick this up today, but if they don't cover here tends to be low over the weekend, and likely the same on Bank Holiday Monday.  If it is genuine, and not related to your migration in, then it could be disruptive to you if someone else does take over your 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.

jab1
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Re: "one of our customers is taking over your line"

@pjmarsh I am still under the impression it is only the losing provider who would send such a message? Or am I missing something?

John
pjmarsh
Superuser
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Registered: ‎06-04-2007

Re: "one of our customers is taking over your line"

Possibly.  I'm wondering (for the first time), what happens if someone signs up to Plusnet with another Plusnet users details.  Technically Plusnet would be both the gaining and losing supplier.  It could legitimately happen with a house move or where someone different in the house signs up.  It's only guessing on my part though!

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.

jab1
Legend
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Registered: ‎24-02-2012

Re: "one of our customers is taking over your line"

THINK this needs experienced staff input, @pjmarsh .

John
pjmarsh
Superuser
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Re: "one of our customers is taking over your line"

@jab1, definitely!

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.

andyhicks88
Dabbler
Posts: 12
Registered: ‎12-04-2023

Re: "one of our customers is taking over your line"

I did not have chance to ring them today as I was at work until late. I guess I will have to do it tomorrow.

 

It just doesn't seem to make sense. Plusnet Sent this letter to simply "the current occupier".   I also did have the one from BT about someone taking over my line as well btw.

 

I'm confused as to how PN could send me all the letters confirming the order ect to my address and then send another letter to the same address to "the current occupier" thinking that I'm just moving there and taking over the line? It's not adding up. Plus surely they know from the switch that I'm going from BT to PN AT THE SAME ADDRESS? That's the whole point of a switch?!

 

I'm not thinking this is some 3rd part btw using my details of whatever, It seems to all be me they mean, i'm just very perplexed.

 

 

Townman
Superuser
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Re: "one of our customers is taking over your line"

I seem to recall the ilk of this before when something has gone wrong in the provisioning journey.  Orders need to be re-submitted and in the consequential processing there can appear to be a cancelation journey giving rise to "Sorry you are leaving".

Inspecting your account's ticket history (see the link below) might offer illumination.

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.

andyhicks88
Dabbler
Posts: 12
Registered: ‎12-04-2023

Re: "one of our customers is taking over your line"

I rang up this morning and they don't appear to think there's any issue and that the letter is normal? But you guys seem to have never come across this before so I'm still a bit concerned.  I guess I will wait and see what happens when it's actually been connected and finalized.  

ClaudiaG23
Plusnet Help Team
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Re: "one of our customers is taking over your line"

This is normal Smiley 

 

If someone joined us and we got the address incorrect or the customer gave us an incorrect address, we wouldn't want to take over someone else's line and cut them off in the process. It's just to make sure we got the right details. 

 

I hope this clears everything up for you all.

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