Plusnet - Lost phone number

Spikey_w

Today is my broadband switched over to Plusnet from Nowtv. Since I often switch provider at the end of contract to get the best deal, thought nothing could go wrong except maybe a delay in switching over. However just found out that they given me a new phone number which is very inconvenient as we an elderly disabled person in our household and depend on the phone for calls from doctors, nurses, carers, etc, not to mention our friends and family. We have had the number for over 30 years so you could imagine the number of people we have shared our phone number with.

I'm furious that this has happened. Now Plusnet basically said they can't do anything as our old number is gone into 'quarantine' for 2 weeks and can't get it back until then. So now I have to try to contact everyone in case they need to contact us concerning our disabled person. We have enough stress just trying to cope with Covid 19.

Anyway they are aware of our situation now, but feel very frustrated that nothing else can be done immediately. Has anyone had the same experience? Any ideas for a quicker resolution?

molerat

Fairly usual occurrance to lose your number when moving to or from Nowtv and there is a fair chance you will not get it back. A fatal flaw in the system overseen by a useless OFCOM.

tehone

In the next 2 weeks, how many of the people you mentioned are actually likely to ring? For those people I would give them somebody's (yours?) mobile number, rather than the "new landline", as a temporary measure.

missile

I had a similar issue when I had a problem with my Plusnet account. They insisted I they would have to change my number to rectify. Apparently Plusnet do this as it is easier / cheaper than reassigning the old number?
I switched to BT and kept my number.

Matherratic

This has just happened to me too, changing from talk talk to NOWTV. They suggested I return to talk talk without early leaving penalty to get the number back, but this hasn't worked. Like you were need the number for medical reasons, it is our main contact number as mobile signal here is weak. Surely there needs to be a way to reinstate numbers quickly and easily?
I am pursuing this via talk talk, NOWTV and ofcom but may take a while.

Matherratic

https://forums.moneysavingexpert.com/discussion/6178890/nowtv-lost-my-number-when-changing-provider
This is my forum post. Nobody knows the value of a number until it is used as a contact point relating to health. Perhaps a letter to your MP may highlight this problem, I bet this problem is a lot more common.

Spikey_w

Matherratic said:

https://forums.moneysavingexpert.com/discussion/6178890/nowtv-lost-my-number-when-changing-provider
This is my forum post. Nobody knows the value of a number until it is used as a contact point relating to health. Perhaps a letter to your MP may highlight this problem, I bet this problem is a lot more common.

Sorry to hear of your plight. Upon talking to Plusnet, must say the guy I spoke to was sympathetic and helpful, that there are others in the same boat. He suggested it might be a website design with an option that defaulted to not port number, but I could not remember such an option existed. I guess I'm a little fortunate as my number belongs to BT originally and since PlusNet is part of BT they are able to retrieve the number once out of quarantine after 2 weeks. Since it's PlusNet fault, I'm frustrated that they can't do anything until then plus there isn't any guarantee it will be successful.

As an aside, I learnt today that our GP have been trying to call my mother with a test results that needed medication. Before knowing this, she had symptoms of a heart attack and had to call the ambulance. Fortunately she's OK now.and is resting.

Anyway I've written to Marc Allera, CEO of BT Consumer (PlusNet), with a complaint about the situation but yet to receive any reply.

It'll be useful if we could hear from anyone who experience the same to see how widespread this is.

Farway

Matherratic said:

https://forums.moneysavingexpert.com/discussion/6178890/nowtv-lost-my-number-when-changing-provider
This is my forum post. Nobody knows the value of a number until it is used as a contact point relating to health. Perhaps a letter to your MP may highlight this problem, I bet this problem is a lot more common.

Maybe contact radio 4 You & Yours, they are always on the look out for problems to fill space latch on to