Broadband Troubleshooter Bot question

[#1]

I currently have FTTC with home phone and have used the troubleshooter bot when there is a broadband issue by texting HELP and my phone number.

My contract ends soon and new contracts don't have the home phone so the broadband line would lose the phone number.  How would I text the troubleshooter bot for HELP without a phone number to provide?

I have had a look at the help FAQ but couldn't find an answer.

[#2 · Accepted solution]

@cjags If you want to keep your phone (and you can) the best way is to renew 'as is' over the phone. if you are keeping exactly the same package, you can keep the phone component, so the bot will work. If you lose the phone component, you will have to call them, as the bot relies on a phone number, so, as you say, won't work.

[#3]

@cjags 

As already stated, you can continue with your phone package - for now. At some point in 2025 PN will withdraw the service in line with the PSTN switchoff at the end of the year.

This buys you time to consider your options and, perhaps, for PN to fix the BOT to work with SOGEA (internet only) lines.

If your phone service matters to you, you will have to condiser a VOIP service next year - or move to an ISP that offers both internet and VOIP.

Finally, have you checked recently to see if Full Fibre is available to you.

Brian

[#4]

I have checked the "renew as is" price and there is a slight saving over what I am paying now (about 6p a month). However, as a "new customer" I can save £2 a month but obviously lose the phone.

I have a VOIP account elsewhere and they can try to transfer the number.

I was just interested in how the bot would work (or not) with no phone number.

FTTP is available via Virgin which is another option.

[#5]

@cjags 

There is what's known as a BBEU number which can be found by logging into your PN Members page. I believe this is what's used on SOGEA lines to identify the line. Don't know how well (or if at all) ir works with the troubleshooting bot.

When the time comes to move to VOIP make sure you transfer your line to SOGEA first before porting your number out. You have 30 days to do so from the day you lose your phone.

Be aware that some VOIP providers have (or have had) problems porting "ceased" lines. Their computer systems can't handle it so they say NO.

If you leave PN then you lose your PN e-mail if that matters.

Brian

[#6]

My VOIP provider (Sipgate) do say they need the line to be active during the whole of the port process and it will take at least 7 days and it might not work.

I gave up on PN email years ago and my PN email address is just a redirect now.

It would be nice to have PN FTTP but that isn't on the Openreach radar yet. Virgin have just cabled our area and are touting their services but they don't do VOIP either.  But I could get their M250 service for less than my PN FTTC renewal price.

[#7]

My VOIP provider (Sipgate) do say they need the line to be active during the whole of the port process and it will take at least 7 days and it might not work.

@cjags they've obviously not read the Ofcom 'right to port' regs! https://www.ispreview.co.uk/index.php/2023/09/ofcom-uk-urges-industry-progress-on-phone-number-porti...

Sipgate don't seem prepared to use the largely manual process required to port a non-active number.

[#8]

@cjags 

If you port while the numbers active you cancel your PN account. If you transfer to SOGEA first then Sipgate can't port the number.

I believe that's known as CATCH 22

You could have a look at A&A as a second VOIP provider. They do "ceased" lines. At £1.44 a month they're also cheap - especially if you make all outgong calls via mobile or Sipgate

https://www.aa.net.uk/voice-and-mobile/voip-information/

If you sign up for Virgin FTTP I believe that's a totally different network so has no effect on your PN account. Once it's up and running you can port your number to Sipgate which cancels your PN account.

Leaving PN will cancel your PN email address so that would be history.

Brian

[#9]

Catch 22 indeed.

Yes, Virgin FTTP would be separate so I could ssign up to them while still running PN FTTC, then port the phone number and drop PN.  Or what I will probably do is haggle with PN to renew and keep FTTC+Phone until the big landline switch-off gains momentum and more options may appear.