What should a landline phone provider provide?

kande

I recently changed from TalkTalk to Plusnet on price for the same service. I realised after a month that the 1571 service was not working properly. If a message is waiting, there should be a change of dialtone to intermittent. Plusnet have now told me, after a further three weeks that they cannot provide me with this service unless I change my phone number - a nightmare. If I had known this I would not have changed to Plusnet.

Are they breaking the contract by not providing the promised service?

Browntoa

No , it's not a contractual thing although as a goodwill they may allow to leave

Why not buy an answerphone ?

macman

What did they actually promise you?

kande

Their description of the service includes 1571 and the ability to know, by the dialtone, that a message is waiting. An answerphone does not take messages when you are using the phone. I have always prefered a voicemail service with the call waiting dialtone. As I said, if I had known this could happen, I would never have moved.

kande

Plusnet's Home Phone Features Guide includes for "Voicemail 1571" includes "You'll be alerted to a message by a stuttering dial tone when you pick up your handset.". This suggests to me that they are not providing the promised service.

iniltous

Sounds like you need to call Plusnet back and ask to speak to someone who knows what they are talking about, I take it 1571 is talking messages , just not giving a modified dialtone to alert you to the fact a message has been left, I would imagine that the service probably needs to be ceased, to clear any corrupt data , then re-provided , Plusnet should be able to do this via a fault report, or via their order entry system

kande

Yes, the modified dial tone let's you know that a message is waiting. Thus, you don't need to dial 1571 every time you have been on the phone... Just in case... I have a complaint in at the moment. I'll update when something happens.

kande

Plusnet has now stated that their final word on the matter is that I am stuck with the contract. They say that "free" features are not an obligation. Their own document "Call Features Guide" clearly states on page 1 that "You’ll be alerted to a message by a stuttering dial tone when you pick up your handset." As far as I am concerned this is a clear statement on their part that they have promised this service.

OFCOM here I come. Anyone suggest any alternatives before taking this step?