Broadband cancelled after transferring landline to Andrews and Arnold

[#1]

Thanks for responding @Sethf 

I'm afraid I can't give a definite reason for why this has happened as the matter is still under investigation.

Once you're up and running I'd be happy to look at a gesture of goodwill for the inconvenience this has caused

[#2]

@Sethf 

It may not matter but you've lost any PN e-mail address you had. E-mail is not offered with new accounts.

Brian

[#3]

@bmc - Brian good call.

@MatthewWheeler - as per SU's discussions can this be examined please?

[#4]

I'll let @Sethf confirm but I believe they weren't actively using their Plusnet e-mails.

We can get the account changed over to a mail-only one given the circumstances if it's needed but this would need a new account creating

[#5]

Thanks bmc. I didn't have an email account with plusnet

[#6]

Thank you Townman.
In regards to point 4, I did receive an email from Plusnet to say my broadband had been taken over by A&A. So I called plusnet that day, only to be told that it was only the phone line that was being taken and not to worry. I then called A & A who also confirmed this.
When the broadband was shut down I called plusnet again only to be told that the previous advisor was wrong and that A & A had taken the broadband. You can see what I did next. Bouncing between the two.

[#7]

Dear Matthewheeler
Below are the timelines of the events that had happened:-
9th Nov Previous unlimited broadband with landline contract end date landline and broadband. So needed to sort out

4th Nov 2024 called plusnet at 3.26pm to confirm my change of product and be porting my landline number to A&A
Product change request received with pre contract summary.

7th Nov activation date for new product with hub2 modem with everything working

8th Nov(not sure of time but would have been early morning) commenced the One Touch process with A&A

8th Nov(0930) Plusnet email saying sorry I am leaving broadband for A&A
Also Received confirmation email from A&A at 1000 confirming communication with plusnet

A second email was received from Plusnet explaining that the broadband with A&A would start that day the 8th Nov

I called plusnet at 1030 on 0330 1239 123 and told only phone line was changed

Used the broadband without issue with the landline now dead.

12th Nov A&A confirmed sending request to plusnet for porting the landline to voip

21st Nov(1600) confirmed activation date from A&A for the number

21st Nov(around midnight or in the early hours of 22nd) modem light showing flashing orange after 2 weeks of use. Did the usual checks and realised it must have something to do with the porting of my landline

22nd Nov called plusnet and received email confirming that my new supplier seems to have requested the broadband as well as the phone line but they couldnt see the source of the order to see exactly what had happened. It was suggested I check in with the other supplier to make sure just requested the phone line.
Etc. This was followed by the email indicating Norton protection was now cancelled. Checked with A&A and they reconfirmed it was only for the landline.
During those two weeks with no landline, my elderly and myself missed medical calls

25th Nov I returned the old hub one router

Moderator's note by Mike (Mav): Duplicate post released from Spam Filter and removed.

[#8]

Hello MatthewWheeler,
I'm now up and running as of 23rd December. I had to configure my Grandstream ATA properly via A&A instructions and get the Voip line working. Openreach had to reconnect the line, as there was a break, but the engineers were very helpful.
I'd be very grateful if you could look into the matter as once again I'd like to know what happened. If it was my fault, I'll put my hands up.
I hope all the members had a Merry Christmas and will have a happy New year.
Thanks

[#9]

Oh before I forget, I'd lost the referrals discount which I'd like reinstated. Thanks

[#10]

@NickBS / @James_B

I suspect that the cause of this experience is way outside of Plusnet and A&A … can you please consider raising this with supplier management?

[#11]

Thank you for your reply Townman.
Sorry for my ignorance, but who would be 'the supplier management?'

[#12]

That’s tagged for staff to look at.

[#13]

Thank you Townman. So I assume if there is anything to investigate then they'll get back to me to obtain my details and further information, as it seems to have gone awfully quiet.
Happy New Year!

[#14]

I posted this yesterday but I suspect that the spam filter has eaten it. Here is a shorter version:

Since I too intend to change my Plusnet FTTC to SOGEA and port my number to A&A, I asked A&A if they could shed any light on why Sethf’s broadband was ceased. Here's a snippet from A&A's response to my email (the bold text is my emphasis):

If you are regrading your service to SOGEA, our advice would be to allow the regrade to complete and have Plusnet quarantine the number, once the regrade complete submit the port request then but not choosing to use OTS (as the number will have technically been ceased).

As a test, I started an order to port my landline yesterday. I was presented with a choice of whether to use OTS or not. (See the attached screenshot.) @Sethf told us in an earlier post that he "commenced the One Touch process with A&A". I suspect that this triggered the cease of his broadband.

I don't want to blame Sethf for this error: I took this screenshot yesterday but that screen may have been different when Sethf started his port. Equally, he may have chosen the second option but OTS and/or Plusnet caused a cease anyway. But at the moment this does appear to explain what happened in Sethf's case.

[#15]

Thank you for your reply @Lawrencium103. I also decided to trace my steps by trying a mock number port with A&A and see what I could have keyed in. You are right! I took the OTS option as I had a confusion between ceased and quaranteened.
I did do the regrade/product change first with the line going dead before I started the number port.
The take home from this are:-
1. Not to use OTS in this case.
2. Wait for the number to be quaranteened, before one starts the process. I'm assuming if i had done this, the OTS shouldnt have worked.
It raises a number of questions which are for the forum.
1. How long should it take Plusnet or whoever to send a number to quaranteen as 24 hours isn't enough?
2. How long should one wait after a regrade or product change to make sure everything is working before a number port. The number is dead at this point. I waited 24 hours, with things working, before trying to port the number.
I've made a mistake, and I'll happily own up to that. I just hope the investigation comes to an end and everyone on the forum can avoid the mistakes.