It's Essential I Keep My Landline Number

[#1]

From looking through Chat I can see this topic comes up too frequently. I am ill/disabled & I have far too many people to inform of a new Landline number; my husband is extremely ill/fragile atm & I have a disabled daughter still living at home. As you can appreciate, my phone list for hospital departments/various hospitals/support services; add to this family/friends & assorted other numbers & it tots up to almost 100 numbers!

I have tried phoning Plusnet - on 3 occasions I gave up after being left 'on hold' by the computer for over an hour; I got through this afternoon & was transferred to another department; @ 16:30 this call being on a 'on-hold' tone then changed to a 'derrr' [disconnected] at 5pm!

When I initially filled in the online form, every time I entered my Landline number the process went round in a circle & started that page again; so I just let it carry on to get the order in.

I can't understand what the problem is - I had a new BT number when I left Talktalk; I stayed with BT for several years before moving to Vodafone - I now want to move the number to Plusnet. So, what exactly is the problem as I understand that Plusnet is owned by BT?

Anyone able to advise on a 'fast phone line' to Plusnet, or able to help with importing my Landline number? I really do not want to have to use the only Last Resort & Cancel My Order!

Many thanks in advance for any help xx

[#2 · Accepted solution]

Thanks for your time on the phone @sheilamoose, it was great to speak with you!

I'm really sorry for the difficulties you've had signing up with us to keep your landline number and how long you've had to wait to get through by phone. I'll raise that internally and I do know that we're working to bring our call queues back down by recruiting and training up more staff as I'm seeing new faces around the office!  

I've placed a cancellation request on the order we've placed with our suppliers and once that's been cancelled, I'll replace it for you to keep your number the same. I'll email you today and tomorrow with updates on the progress.

Based on the medical conditions and disabilities you've explained, I've logged what we call an additional support form so I can make sure we're offering the best support we can where we can.

One of the ways we can offer additional support is Priority Fault Repair if something goes wrong with your service. If that were to be the case, you'd need to report the problem to us first https://www.plus.net/help/report-a-problem/ and we'll take things from there. We've got a good help guide here https://www.plus.net/help/legal/accessibility/ with more info. 

I've created a support ticket Here with more detail which I'll use to keep track of this for you. If you have any further queries in the meantime or if you'd like me to call you again, please feel free to just let me know.

[#3]

Thank you so much for your phone call Gandalf. It was lovely to speak to you and get the problem with keeping my Landline resolved.

I tried to do this 'thank you' bit this morning but had the old 'Computer says No!' thingy appear & was unable to log in before I went out. Very strange - every time I tried to log in, your computer would not have it & said either my user name, or password, was wrong. There was no way either statement was true as my user name & password was auto-saved on my Laptop when the account was created.

Anyway, gave up & went out. Just been through the password reset process; then entered the exact same password which your PC did not like lols! Got my password back - yay!!!

Once again, my sincere thanks to you for sorting my problem out. 😘💕💞❤️

[#4]

Thank you again as well for your time on the phone yesterday, was genuinely good to talk to you. 

Sorry for the issues you've had logging in, it certainly is odd but I'm glad that you've managed to! 

As you may have seen, your landline number's due to come across to us on the 27th September. Your broadband should also go live on the same day, but could take anytime up to midnight and you might have a little downtime. 

I'll check back on the 28th September to follow things up with you, but feel free to let me know if there's absolutely anything else you'd need help with in the meantime and I'll be happy to help.