Sorry you've left? Sorry, I haven't...

[#1]

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@Champnet wrote:

@outcast  That’s not really going to help as @chips  stated 30 days have long past.

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@Champnet 

I don't know what you're looking at,  but I'm reading that this happened within the last week (today being 5th August) -

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@chips wrote:

On 28th July Mrs Me ( acc holder) rang bt and was assured there had been a mistake and not to worry we would not be cut off.  Some of you are way ahead of me by now: sure as eggs is oval come August 1st at dawn both landline and net down.

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[#2]

@Champnet OP states 1st August line went dead.

[#3]

@outcast , @mystreet1  and all, apologies, I was working forward from the Voicemail date....

[#4]

I am aware of that but was promised by two bt "guides" that I would retain that number - one a manager (name recorded). Notably no such promises are in writing - I only have Mrs Me as witness via speaker phone. Scandalous that I should have to think like that.

[#5]

No this started on 1st August but as far as I'm concerned the ball is in bt's court.  I intend to claim compensation for all losses and inconveniences along with breach of contract - that number is important in our lives ad of no importance to anyone else.  having no username or email address to set up connections is frustrating - can't sign in to manage the connection.  5 days of unwanted stress.  Did I mention bt GUIDE assured us on 28th July that a mistake had been made and we were assured we would bot be cut off?  Only reconnected today on account of age allowed 'em to call it an emergency.

[#6]

This issue is a cascade result of having phone and broadband provided by separate businesses conjoined with the stupid BT Openreach practices of killing off any other service on a line when the “carrying” phone service is changed.  It’s been the same for decades - minor change to the phone service by one provider kills and other providers’ services are terminated unilaterally.

In the case of Plusnet, that can result in the loss of a longstanding email service.  There is though an emergency procedure for resurrecting email services terminated by such “mistakes”.  There are ALBERT guides for this.  Call support and ask them to consult ALBERT for an exception restitution of the email service.

One of the local guru staff might be able to expedite that process.  @LexLex2020  / @Marsh  / @Windings  / @Tina11192 

[#7]

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@Townman wrote:

This issue is a cascade result of having phone and broadband provided by separate businesses conjoined with the stupid BT Openreach practices of killing off any other service on a line when the “carrying” phone service is changed.  It’s been the same for decades - minor change to the phone service by one provider kills and other providers’ services are terminated unilaterally.

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I disagree !

It has only been a problem since 5th September 2023 when Openreach imposed the voice "stop sell" on landlines, where any change to a landline order, whether phone, broadband, or a speed change, would cause the voice component to disappear, which in turn triggered unexpected consequences to the other services associated with the line. The only 'safe' landline change, since that date is to convert an FTTC line to SoGEA, either on request or by changing ISP.

I always had phone and broadband from different suppliers, and moved landline phone providers several times in the last ten years, and had multiple broadband upgrades, and a change of ISP, without issue.

I did foresee in the summer of 2023 that my broadband and/or phone number was in danger of being lost under the new rules, and managed to migrate my phone number to VoIP, and my broadband to SoGEA, just before the deadline - with my new broadband switching over just minutes after midnight on the 5th September 2023.

[#8]

I agree that the stop sell on PTSN has aggravated matters, but the conjunction has been there for much longer.

I recall circa 2008 change of billing name on the church BT phone account trashed the Plusnet supplied broadband.  This forum is littered with loss of broadband where orthogonal changes have been made to a separately supplied voice service.

Indeed we have seen migrating the phone number of a third party supplied voice service to VoIP trash Plusnet supplied FTTC.  All seems to stem from Openreach not managing assets owned by distinct retailers totally separately.

[#9]

Hey @chips

I am sorry that this has happened, as @Townman mentioned, when you have one line that is split between two providers, one for the broadband and landline, any changes that the providers make with the line will result in the other service stopping working, and the other provider not being informed until the last second and once our systems received the notification the account was closed down. However, what I can do is raise a request over to our network team so we can attempt to restore your account to a mail-only account and restore your inboxes and emails. Typically, these requests can take up to five working days to be completed. Once I have an update, I will let you know. Please keep an eye on your emails. 

[#10]

@Marsh 

Josh,

Thank you for the “catch” and action to resurrect the email account.  When you advise “watch your email” is that to see the service restored or communication or read about restoration progress and actions?  If the latter and if the point of contact is an email address which needs to be restored … how will the user see the message?

This process used to require the user to reconfigure mailboxes - is that still the same?  Giving that some thought … I doubt I could do that entirely successfully given the number of mailboxes, aliases and redirects I have on my account.

[#11]

Oh.. sorry if I did not explain myself correctly, what I meant is to watch their emails for communications; however, since @chips would have to setup their mailbox credentials again they won't get the email once I have an update I will be in touch with a call if I don't reach you @chips I will send you a DM over the forums

[#12]

This would appear to be a wonderful salvation/fix.  When you say "watch your emails" I take it you mean not to delete existing set -up ?  I have set up one new address via gmail but have not yet circulated it (a daunting task after 20 years of personal, business, and professional contacts.  Any help to get back to life as we knew it appreciated.  One of the issues is not getting notifications from this forum obviously.  Yet another bt "guide" last night assured me that they were working to get my old number back - but then bt says much - none of it in writing. Thanks for a glimmer of hope.

[#13]

FWIW my username on here is not the same as my PN user name (used to be). No idea how to send a DM via forum but I'm sure you could explain if required.  Fascinating how interaction son here are so much better than "computer says no" reflexes when ringing helpline.

[#14]

@chips 

PM: Click the user's name in the left panel, that opens there profile page.  On there you will find Send Private Message option on the right.

Perception of better support on the forums: there are users around here who have been with Plusnet more years than most of the support staff have been around.  We know what might be done in very exceptional circumstances if the right question is asked of the right person.  The advice from first line is essentially correct - when an account closes, email is closed too; in general there is no longer an option to ask for an email only account.

[#15]

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@Townman wrote:

there are users around here who have been with Plusnet more years than most of the support staff have been around.

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There are users around here who have been with Plusnet more years than SOME of the support staff have been ALIVE !

Some of us were working in data telecoms before the TCP/IP internet was invented !