Split phone number (move to VoIP) from broadband

[#1]

@JSHarris 

I can't remember the exact height, but ISTR there is a stipulation that the CSP cannot be mounted more than something like 600mm (??) above 'ground' level (floor level in this case).

I was aware of that when my installation was done, but there was a convenient small area available of a board already attached to the wall which meant if the CSP was mounted on it, it would be higher than the stated maximum.  The first stage of my install which was to mount the CSP and bring the external fibre to it was done by MJ Quinn, an OR contractor, and the installer didn't take much persuading to mount it on that board, approximately 1.5 m above floor level!

When the OR installer came to do the second stage, which involved the splice, he didn't really bat an eyelid, just requested something to put his fusion splicer on.  I'd already thought of that and had a small table to hand.  I guess it could have been different if the guy had been a 'jobsworth', but IME most BT and OR techs are nothing like that.

Good luck with yours!

[#2]

@RobPN I don't believe there are any hard and fast rules about where a CSP can be installed and there is always the option of an internal CSP or even no CSP at all but a direct fibre connection to the ONT. I have read about all sorts of strange positions for a CSP. It really depends on what the installers are prepared to do on the day.

@JSHarris  If the the area of the house where your cable enters from the pole is easily accessible I see no reason why an internal CSP couldn't be used. It's difficult to make any contact with Openreach to request this. May be worth asking if Plusnet can contact OR to let them know what you want.

[#3]

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@RobPN wrote:

I guess it could have been different if the guy had been a 'jobsworth', but IME most BT and OR techs are nothing like that.

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Tea and chocolate biscuits can often smooth the way  😉

[#4]

A selection of unopened packets of biscuits and cookies were on offer @198kHz but the OR tech must've been on a diet as he didn't want any.  As I'm not a big biscuit eater myself either, I gave him the choice of a pack to take home for his kids which he accepted.  

PS I'd bought them for the occasion, but a 'bribe' wasn't needed!  

[#5]

It might be BT, it might be Plusnet, it might be TalkTalk (suppositions based on history of the physical connectivity of the landline and some history of associated landline numbers and previous broadband providers; BT have verbally mentioned TalkTalk, but customers don't tend to record calls for 'quality purposes').

[#6]

I called PN COT today as suggested.

I was told to transfer the number out first, but I understand that would terminate the BB. The operator suggested once the number was transferred to my preferred VoIP provider, I call PN and upgrade he service to full fibre, and everything will continue without interruption.

I am sceptical this is the right process to follow.

I suggested starting a new account for full fibre, but was told that would cancel existing services and I'd lose the number. TBH, I Had to explain the 31 day number holding 'rules', the operator did check with someone and the new response was 50:50 chance of losing the current LL number.

My MIL has been with PN for 9 years, but it is increasingly difficult to stay with this confusion. I am inclined to start a new BB only with ano provider, then transfer/retrieve the number, but I am open to more suggestions and ideas.

[#7]

Transferring the number first WOULD lose the current connection, so that was one mistake by the agent.

You could start a new account for the full fibre, but I'm not 100% sure you can have two accounts at the same address - someone with more knowledge could confirm/deny that.

As to the rest, I'll leave it to those better qualified.

[#8]

@aks100 

I was told to transfer the number out first, but I understand that would terminate the BB. The operator suggested once the number was transferred to my preferred VoIP provider, I call PN and upgrade he service to full fibre, and everything will continue without interruption.

You are correct, the agent was talking rubbish!. Transferring the number WILL cease the broadband.

I suggested starting a new account for full fibre, but was told that would cancel existing services and I'd lose the number. TBH, I Had to explain the 31 day number holding 'rules', the operator did check with someone and the new response was 50:50 chance of losing the current LL number.

I'm really sorry, but the agent is talking more rubbish!. An 'upgrade' of an existing account WILL cancel existing services. However, if a new account is started, there is an option on the ordering to 'retain existing services' . Providing this option is taken, then the existing services will remain!. Once FTTP is installed , THEN the number can be ported, which will cease the old services and account.

I can confirm that this method works. I recently did exactly this for a family member who absolutely did not want to lose the phone number.

I'm sorry for the incorrect information from the agent, its not acceptable!. I have previously brought this up with PN management in an attempt to get agents retrained in this area but it seems to be taking some time...

[#9]

Thanks @MisterW - I now know how to respond if this crops up again - and I bet it will!

[#10]

Thanks again @MisterW , I checked and re-checked your earlier message on this, but the agent threw me off and I got confused (and a bit worried about losing the number) 😉!

[#11]

This is what I did, and I confirm everything is now working fine.

Ordered an upgrade to full FTTP. Once installed, this killed the existing FTTC services within an hour or so. Of course this killed the existing landline telephone number too.

I had set up a new VOIP telephone service with a Gigaset N300A-IP in preparation, so the MIL could make calls - I also set her up with a mobile in case of future emergencies. In all honesty, this is overkill, as any kind of power cut in the past would have also killed her DECT phones, but I like the comfort the addition of a mobile provides.

After proving the FTTP connection was working fine, I immediately ordered porting of the landline number to A&A. That was confirmed, with scheduled completion yesterday. That happened successfully too.

All done, broadband and telephone (with original number) are working fine. A lot of stress due to 'uncertainty', the processes *could* easily be much smoother/more guaranteed.

[#12]

@aks100 glad it all went ok in the end.