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incompatible line issue (resolved)

joncooper
Grafter
Posts: 314
Registered: ‎07-09-2007

incompatible line issue (resolved)

I went to sign my mum up for phone and broadband this morning and 'the system' says her line is not compatible and a new line would have to be installed
this is an ex BT line that seemed ok to transfer to Orange (now EE)
we have a MAC number and would proceed but she isn't interested in paying £50 for a new line she doesn't need
15 REPLIES
Plusnet Help Team
Plusnet Help Team
Posts: 13,656
Thanks: 262
Fixes: 76
Registered: ‎27-04-2007

Re: incompatible line issue

Hi there,
Mind sending me a DM with the phone number and postcode so I can check for some more specific info?
Adam
If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
joncooper
Grafter
Posts: 314
Registered: ‎07-09-2007

Re: incompatible line issue

DM sent
joncooper
Grafter
Posts: 314
Registered: ‎07-09-2007

Re: incompatible line issue

all appropriate information sent yesterday
really would like to get moving on this while her MAC is still valid and before EE bill her for another month
Plusnet Help Team
Plusnet Help Team
Posts: 13,656
Thanks: 262
Fixes: 76
Registered: ‎27-04-2007

Re: incompatible line issue

I understand, few things I need to check so bear with me and I'll make sure I get back to you about that ASAP.
If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
joncooper
Grafter
Posts: 314
Registered: ‎07-09-2007

Re: incompatible line issue

no luck yet?
Plusnet Help Team
Plusnet Help Team
Posts: 13,656
Thanks: 262
Fixes: 76
Registered: ‎27-04-2007

Re: incompatible line issue

My bad this has obviously slipped my mind.
I can't check this at the moment as BT's availability checker is down at the moment (bad timing!)
I've set myself a reminder to pick this up in the morning.
Adam
If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
joncooper
Grafter
Posts: 314
Registered: ‎07-09-2007

Re: incompatible line issue

feeling unloved  Undecided
Superuser
Superuser
Posts: 9,888
Thanks: 1,252
Fixes: 71
Registered: ‎06-04-2007

Re: incompatible line issue

Perhaps Adam's reminder has an incompatibility issue too. Grin
If Adam doesn't get back tonight have you tried checking with the provisioning team? I think they are here after 5:30pm.
David
joncooper
Grafter
Posts: 314
Registered: ‎07-09-2007

Re: incompatible line issue

cheers spraxyt, I had tried the online 'help' last week before I came here
but haven't yet had time* to get back over there (to mothers)

*by which I mean enough time to play with PN CS
Plusnet Help Team
Plusnet Help Team
Posts: 13,656
Thanks: 262
Fixes: 76
Registered: ‎27-04-2007

Re: incompatible line issue

Hi apologies this hasn't been picked up yet, I am having an issue with what I use for reminders so time for me to find another way to deal with that!
I've checked the number and it looks fine to be transferred to us we should be able to get the account signed up for you over the place the order to transfer the line manually if any systems seem to contradict what I'm seeing.
Any issues beyond that please let me know.
Adam
If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
joncooper
Grafter
Posts: 314
Registered: ‎07-09-2007

Re: incompatible line issue

Thanks Adam, I have checked (as far  as I can from a different location) and it seems like the order might go through now
so, off to mother's to see what happens
Plusnet Help Team
Plusnet Help Team
Posts: 13,656
Thanks: 262
Fixes: 76
Registered: ‎27-04-2007

Re: incompatible line issue

OK, I'm happy to jump on this if need be.
If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
joncooper
Grafter
Posts: 314
Registered: ‎07-09-2007

Re: incompatible line issue

All seems to have gone through ok this time, thanks Adam
will let you know if anything untoward happens during transfer etc
(hopefully shouldn't be any issues, just phone & BB, no fibre)
joncooper
Grafter
Posts: 314
Registered: ‎07-09-2007

Re: incompatible line issue

Thanks Adam - mum is connected now, no issues at all, Plus.net emailed to say it was connected yesterday, I popped over to sort out the router etc & configure her laptop
Just the phone line transfer to go now, couple of weeks 'till then though
one little-old-lady(81) glad to be shot of Freeserve/Orange/EE - whatever they're called this week