Landline migration billing shock.

[#1]

Had Full Fibre installed today.

I've been trying to set up a VOIP landline (not broadband) transfer with A&A and Plusnet have sent me the jolly email as follows…

Hello Jon,

We're sorry to hear you're considering moving your broadband service to Andrews & Arnold Ltd.

You enjoy lots of exclusive benefits today by being with Plusnet. Here's what you'll be missing out on if you decide to leave:

Anytime calls

Your Static IP

Any Plusnet domains you have

Plusnet Protect

Your Plusnet Webmail account

We're committed to providing you with the best service possible. Please tap Tell me more or call us on 0330 1239 123 to explore what we can do for you, and for more information on what would happen if you switched.

Tell me more

If you'd still like to go ahead, then we hope to see you again soon. Here's what you need to know:

Your outstanding charges

Your contract ends on 02 Dec 2026.

As you're still within the minimum term of your contract, you'll have to pay any remaining contract charges.

If you were to leave today, your early termination charges would be £ 826.34.

Find out more about how this is calculated.

We'll send a final bill with any charges up to and including 08 Jan 2025. If you've paid too much, we'll refund you on your final bill.

Please don't cancel your Direct Debit. We'll do this automatically when the final bill is settled.

The changeover happened today so perhaps I was a day premature but I’m going to investigate before continuing with the landline number transfer (hopefully tomorrow at the latest!)

I don't want to be charged £800+ for a landline I no longer have 😞

[#2]

@jagey You should not have arranged the transfer of your phone service to A&A until after the Full Fibre was installed and running I suggest you call PN and explain you are not transferring the BB to them, merely porting your ceased landline number.

[#3]

@MisterW Any problems you can see?

[#4]

@jab1 I don't think its the timing, its a bug in the new OTS (One touch switch) handling. Plusnet would not normally get the notification when transferring a ceased landline, it would go straight to the rangeholder (BT). The new OTS system seems to notify Plusnet and somewhere the landline number is still associated with the account but since there's now no phone service , it seems to assume it must be a broadband transfer.

This is not the firsts instance of this and I've tagged staff in an already existing SU escalation

@jagey as John says, you need to contact Plusnet asap to prevent your fibre broadband being ceased

[#5]

@jagey 

Phone PN URGENTLY today - hopefully they'll be able to stop the account closure.

Brian

[#6]

Thanks All,

I waited for the Full Fibre to be showing full speed and the copper cable was gone along with the landline. According to my account details the change to full fibre (therefore no landline) was initiated in early December.

The One Touch System may have been partly at fault but I accept that I was a bit too keen (my partner needs the landline asap for family and medical reasons).

I rang Plusnet on 0330 123 9123 and the very calm Jake in chilly Sheffield did the hard yards to get the situation in hand. This was the second extended call to PN in just a few hours and on both occasions the staff were fantastically kind and helpful!

I'm going to have another crack at the VOIP account tomorrow but if I've learned one thing it's to take a few breaths and not rush into trying to resolve things.

Tomorrow is another day!!!

[#7]

@jagey You need to wait until the change is complete before requesting A&A to start the number transfer though.

[#8]

I'm hopeful that the Broadband won't be ceased. I'll await some communication from PN (and they're phoning me tomorrow evening to check).

Today has sorely tested my diminishing technical competence!!!

[#9]

@jagey i believe A & A  offer an option, so when you try the port again, don't use the OTS  system. The port may take a little longer but it will go via the old manual ( well proven ) method

[#10]

When I moved in from Sky, I arranged the landline number transfer with my provider for the day after the switch. I was 16 hours without a landline number, so not too terrible.

Mark

[#11]

Mark,

That was probably done under the old system prior to the introduction of OTS … which is supposed to make life simpler!!!

[#12 · Accepted solution]

Hi @jagey,

I believe this happened because the product change to full fibre didn't complete on your account until the 9th. 

If you re-submit the number port, it should no longer trigger that notification, but please let me know if it does.