Problem with existing telephone number.

[#1]

Good evening,

I recently persuaded my mother in law, who is in her 80s to transfer from John Lewis broadband to Plusnet. She wants to keep her existing phone number but when she received her confirmation email it showed a new number. On ringing you she was told the order would have to be cancelled and resubmitted, which I think was done. However she has received a number of emails and text messages which has confused her. 

On looking at her order checker there is a red cross on Checking your line, and saying you had found a potential problem and would be in touch with what to do next. Her new router has arrived.

As she is moving from John Lewis, which of course is Plusnet, I am at a loss to understand why there is a problem.

I have been a customer since care4free days and have never had any issues. Any guidance you could give to me to try and sort would be much appreciated.

Thanks.

[#2]

Hi there Billybob25, I'm sorry that the switchover from John Lewis to us hasn't gone as smoothly as it should have. Could you send me a private message with your mother's username so I can make sure we get this straightened out for you? - Adam

[#3]

@Billybob25 

You can't PM until you've done 5 (I think) posts and taken a break before trying.

Brian

[#4]

Many thanks Brian. This seems to be the case so I'll post a few ! 

Bill.

[#5]

Many thanks Adam. I will send a private message as soon as the system will accept me!

Bill

[#6]

One more should do it.

[#7]

Cheers, it did thanks. 

[#8]

Hi Bill,

I'm really sorry for the issues your mother in law's had with switching. I've picked this up as Adam's away from the office.

From what I can see we've been having a problem placing the transfer order with Openreach due to a system issue, so I've emailed a request onto the suppliers of our ordering system for help. They'll likely place it on our behalf. 

Once I've got an update which should be within 2 to 3 working days, I'll let you know.

In the meantime, you may probably already be aware but I just thought to let you know that if your mother in law uses a John Lewis email address then she'll lose this when transferring to Plusnet.