FTTC and VOIP.

[#1]

Thanks again.  Hard going to understand all of this, especially as I have to look up what all these are.  Evidently SOGEA isnt available for our address/tel number. I definitely do not want to transfer to BT, they have a very poor service in the village, people being left without phones and broadband for over a week. The people who have BT have had their landlines converted to digital and are using FTTC broadband.

Why is it not possible to get a new POTS telephone service, albeit digital, without being forced to go to BT?  We hoped that we could have our existing service as my husband is disabled and we are both vulnerable, both receiving chemotherapy and both being monitored closely by our local hospital Haematology Dept, by phone.  My husband is 84 and because we have never had a cell phone service here, only uses his mobile for emergencies when out or when in hospital, he is not tech savvy and can just about manage the calling and charging.  I had hoped that we could continue with the service until the switch off in 2027, although after reading this, I would swap Providers to a VoIP service after the contract expires in September.  Being realistic, I do not know if either of us will be around to make phone calls in 2027, but at least the problem is delayed whilst so much more is going on.  I am already dealing with the National Grid, SouthWest Water etc without the headache of trying to guess what we can have at the new house.  As I said Open Reach only gave the option of full fibre & I cannot find anyone to contact regarding whether this would be available to us early next year when it is nowhere near us.

Thanks again, what a headache!

[#2]

Evidently SOGEA isnt available for our address/tel number.

@zeichen  Looking at that BT checker detail you posted last night, SOGEA is available at your current address, and would be in the new property.

[#3]

@zeichen 

Thanks for the information. Is it from your current address or your new build?

If the former run the Checker for the new address - what you're looking for is the Header WBC SOGEA Availability and what's listed in this column.

Brian

[#4]

@zeichen 

Do you use PN e-mail at all or any of the other Add Ons which were part of Legacy products? You would lose PN e-mail on the day you leave PN.

Do you have any care or house alarms connected to the phone line?

Does your contract end Sep 2025.

POTS (of PSTN) is an analogue product is being withdrawn at the end of 2025 (not Jan 2027 as some people think). The difference between the dates is that short term extensions to a POTS service will be allowed in exceptional circumstances. You might have qualified if you weren't moving.

Added to this is PN are withdrawing from providing phone services. It is not known at this time when they plan to pull the plug.

As previously stated, you need to phone the PN COTS team and ask what's available at the new property. If WBC SOGEA is available then if would cost the price of a new line install. If you phone make sure you discuss your medical needs / lack of mobile signal etc with them.

If changing ISP is acceptable you would properly end up paying early termination charges with PN from Feb to Sep (assuming the timetable for your move is held). One to consider is Zen Internet - not the cheapest (but easy to transfer both internet and phone) but they have a good reputation. As I understand it you can plug your phone into the back to the Zen router so all you have to worry about is power backup.

Brian

[#5]

Would it be possible to request OR to reposition the incoming line to the new build due to building works being carried out. Know that the OR database etc would also need updating . I assume that they get this sort of request frequently.

[#6]

I tried it twice and it didnt confirm either current tel no or address.

[#7]

A line relocation might be a possibility - technically any is possible, but that’s not the same as being permitted. You need to contact COTS to discuss options.

[#8]

The reason that we are moving is because of being disabled.  Tried installing stairlift but stairs wind so didnt work, also bungalow has ramp access, wet room etc. designed for my husbands' disability.  No we do not have care alarms attached to phone, but a couple of times recently had to phone for ambulance as husband has fallen and caused damage, so phone very important as no mobile signal.

Why will it be possible to transfer to BT and have a digital landline, but not PN until end of 25.  Will phone PN as you recommend and see what they suggest.  thanks for the Zen internet recommendation.

[#9]

@zeichen 

From the results of the Checker for your property I would assume SOGEA is available at the new build. Given the speeds available via FTTC Full Fibre is probably not worth the cost of getting it installed - even if you did both properties. Bit of a shame as FTTP is actually better than FTTC during an extended power cut. The latter only lasts as long as the battery backup in the cabinet.

Whatever happens, you will almost certainly get a digital line with all that entails. You have two main choices.

Stick with PN and move your number to an independant VOIP provider.

Move ISP to one who does both. This is the easier option but may not be as cheap as PN. PN will move you to BT / EE free of charge (other than a new contract). As a vunerable person you might even be able to get a battery backup unit from them. Or you could look at a new ISP like Zen. You would probably pay early termination charges on your PN contract but might be worth the pain if you dislike BT.

I would give Zen a phone and see what they say / offer.

Brian

[#10]

"Why will it be possible to transfer to BT and have a digital landline, but not PN until end of 25."

It is not just a matter of facilitating the technology, but one also of providing billing, customer service and technical support.  Establishing a VoIP capability is a MAJOR activity.  At present all of the technical facilitation and billing clicks are provided by the core PTSN network.  That is being closed down.

Anyone wanting to provide VoIP needs to build the means of replacing that core functionality as a starter for 10, then train staff, modify billing systems ... etc.

Plusnet has become positioned as the provider of basic internet connection services within BT Consumer Division (BTCD).  The market research (I suspect conduced by BTCD not Plusnet) determined that a significant majority of users do not use and do not want a "landline".  Therefore not offering voice services is not seen as a priority for Plusnet.

BT Retail seems to hold most of the aces within the BT Group, given that they are the prime provider of voice services and they do have the systems in place to offer VoIP.

To be clear what is on offer from BT is NOT a "landline" as we know it today.  It is nothing different to transferring the telephone NUMBER to any VoIP provider** and a voice service being provided over the broadband connection (as opposed to current delivery of  the broadband service over a voice connection).  What is different about BT Digital Voice is that it is proprietary and can only be delivered using a BT supplied router.

The other significant point is that if a user arranges via Plusnet to transfer to BT FTTC or FTTP with Digital Voice early termination charges will be waived.

** It is similar to moving the existing voice service to a different CP provider today ... just that the delivery technology changes.

What I would be concerned about for you is that VoIP / Digital Voice has a significant number of points of failure, unlike a wired telephone handset plugged into a POTS / PTSN line.  The later will without additional consideration work during a power failure; VoIP is not the same without additional planning and equipment.  Under Ofcom's rules, that is something your telecoms provider is obliged to consider ... if you are recorded as being vulnerable.

[#11]

Thanks, we will overcome the power outage as we are having PV panels & a battery that takes over if there is a power cut, hopefully it would not last longer than a few hours so we would be covered.

I realise that the majority of users do not bother with a landline, but they are users that have a mobile signal. Unfortunately in rural Devon we are usually left behind with various technologies and there is no promise of improving the signal.  We are always entertained by visitors wandering around the village green trying to get a signal!  I have always been surprisingly pleased with PN after listening to friends with BT, so really am not keen in transferring to them.  We have our own email addresses, so changing email isnt much of a problem by changing PN but after phoning them, I am told that, although our new build address is registered, until we confirm that we are living there with the PO & Council [& so start paying Council Tax] PN or any other provider cannot consider starting any transfer or installation etc. also whichever Provider we use cannot guarantee that we will keep our existing landline no.  This means that we would be without any phones, internet, TV [SKY] during the period of transfer after we have moved.  This may be only for a week or so, but could be deadly if an accident happens.  It seems, I must shelve everything until nearer the move & perhaps look into a mobile signal booster to see if that would work.  thank you everyone for your help and assistance, which is much appreciated.  I have a much clearer idea of what is happening now.

[#12]

@zeichen 

I guess it kind of makes sense that a consumer can't place orders until they live in / own a property.

Assuming it was your developer who contacted OR get them to try again. This time ask two questions

1) What would be the FTTP price for two "close" properties.

2) Is WBC SOGEA available and, if not, why not? Get the developer to make sure OR know you are on the vunerable list and that you need an internet connection and that the Full fibre additional cost is probably too much given the owner is building a specialist house for their disabilities.

Brian

[#13]

Thanks, unfortunately our Builder doesnt seem to know much about this & evidently Open Reach are not talking to him.  I have told him about being vulnerable to see if it helps, but he doesnt seem to be able to make contact as they ignore his emails.

Another friend who knows someone in Open Reach has informed him that we will not get a connection to the cabinet as they have stopped any more copper connections and that if we dont have fibre, we will have to have a satellite.  Wonderful, I am pleased to say that after all of yours and others' help, I can tell him he is talking rubbish!!

[#14]

 they have stopped any more copper connections 

No they haven't! They have stopped providing a phone service over copper but they will still be providing copper connections for broadband only, unless the exchange is fibre priority and FTTP is available to the property.

[#15]

@zeichen 

I would suggest you need to get a line installed before you move to ease things on your account transfer. Also, I presume it would be neater to get it done before the final finishes are applied to the house.

When your builder got a quote for FTTP install he must have an e-mail address from OpenReach. Ask him for a copy of the OR e-mail quoting the excess construction charges for a fibre install (£2000 if I remember) - it might come in handy later. Ask you builder to reply to that address stating the price is too high and, as the Exchange is not a Fibre Priority Exchange, you want a WBC SOGEA line installed. Make sure he mentions your vunerable status.

You could also try the following.

https://www.openreach.com/building-developers-and-projects/altering-our-network/for-consumer-and-bus...

On this page you'll find a form to ask for OR equipment to be moved. Tell them you want to move your current connection to a new build in your garden. Lay it on thick about the lack of a mobile service and your vunerable status. Also, make it clear your preferred option is a new WBC SOGEA connection but that option does not seem to be available. State you've asked before and you were quoted an unaceptable cost for FTTP  with no other option.

You don't really want to move the connection as that would cause problems when it comes to selling the house but it might get someones attention.

Depending on the response to this consider the following.

Google the CEO of OR and send them an e-mail - once again laying it on thick about your vunerable status and lack of support from OR. The name you're looking for might be Clive Selley.

Contact your local MP.

Brian