Upgrade options unavailable - would like to move to FTTP and keep landline phone number.

[#1]

I am not sure what to do in my current situation. Can anyone advise? I just phoned Plusnet but the person who answered couldn't answer any of my questions and when he did they were useless unfortunately.

• I am a current Plusnet phone and broadband customer with 18 months left on my contract.
• FTTP has arrived! I want it, but I also would like to keep my landline number.
• Plusnet upgrade options page has now stopped working for me despite checking from multiple locations and machines over the past week - the CS agent just said that "sometimes they take a long time to update the website.... ah ha, OK"
• Does anyone know if it is possible to use another provider as they cannot provide a landline service, we are dependent as there are no other options.
• If not, how much would it cost to leave?
• Even if I did stay with PN, how can I save the landline number, porting seems to be tricky if also being used to offer current broadband so it is a little chicken and egg.

I would appreciate any ideas on where to move next.

[#2]

While you're waiting for FTTP to appear (who knows when), you could do this in preparation -

1. First choose a third party VoIP provider - such as  A&A  or  Voipfone
2. Then and figure out HOW you are going to connect your phone handset/base to their VoIP service.
3. 'upgrade' your Plusnet FTTC contract to the new 'Fibre' SoGEA service (i.e. FTTC without phone).
4. When your connection has become broadband only, your phone number goes into 30 quarantine (before it is lost).
5. Be very sure before moving to the next step, that your line is definitely broadband only and that the phone is dead.
6. Sign up with your VoIP provider and migrate your quarantined number to their service (takes about 5 to 10 days).
7. Connect your phone to your router (via an adaptor), and configure the VoIP settings for the new service.
8. At this point you've separated your still working phone number away from Plusnet.
9. When FTTP does finally appear in the Plusnet upgrade options, simply upgrade again and get the fibre cable installed.

[#3]

Hello, thank you for the reply. I think the number being in quarantine is good news.

We have FTTP available now but the options to upgrade aren't loading, it just spins. I think it is all possible and with the information about the number, that might be the missing piece of the puzzle, thank you.

[#4]

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@dartmoordunbar wrote:

We have FTTP available now

How do you know ?

What does the  BT Broadband Availability Checker  show ?  -  does it have  "WBC FTTP"  ?

It would be unusual if the Plusnet upgrades page wasn't matching the BT checker results

.

[#5]

With 18 months left on your contract your early termination charges (ETCs) will be substantial. Plusnet will be able to advise accurately. If you call select the thinking of leaving option in the menu and you will be connected to the Customer Options Team (COT).

COT will also be able to talk you through options available and they should be able to offer to move you to a BT full fibre contract which can include a digital voice element for your landline. I suspect this will cost more than the Plusnet.equivalent. Otherwise if you take out a new full fibre contract with Plusnet (no ETCs would normally apply) you will have  31 days to have your number parted to VOIP and sort out the kit you need.

Is it the Openreach FTTP product that is available around you or an Altnet. Plusnet only use Openreach.

[#6]

@dartmoordunbar 

Assuming FTTP becomes available soon you have a choice to make.

Do you stay with PN and "port" your number to an independant VOIP provider.

Do you move to an ISP that offers both internet and phone.

Staying with PN you obviously have to set up your VOIP account and equipment yourself.

Leaving PN will cost you early termination charges (how long remains on your contract?) and PN e-mail services if you use PN for e-mail.

Couple of points to remember. With any other ISP it's almost certainly include a digital line and VOIP doesn't work in power cuts.

Finally how much do you use your landline?

Brian