What should a landline phone provider provide?

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?

Comments

  • Browntoa
    Browntoa Posts: 49,597 Forumite
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    No , it's not a contractual thing although as a goodwill they may allow to leave

    Why not buy an answerphone ?
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    Long term forum member
  • macman
    macman Posts: 53,129 Forumite
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    What did they actually promise you?
    No free lunch, and no free laptop ;)
  • kande
    kande Posts: 7 Forumite
    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
    kande Posts: 7 Forumite
    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
    iniltous Posts: 3,603 Forumite
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    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
    kande Posts: 7 Forumite
    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
    kande Posts: 7 Forumite
    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?
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