Plusnet Store My Phone Line

[Dhep1]

We have a children's nursery and plusnet have stolen (slammed) our phone line.
They even admitted it to start with but now are denying it.
Ofcom are involved but need 4 working days to look into the matter, the number could be passed on by then if we had more than 10 employee's they would not have helped so if we had 11 then we would have take the solicitor route we will still do that but that is wrong, plusnet can be fined 10% of their turnover, but we have no phone or internet we could easily lose the number that the business has had for 30 years.
We are looking at £1000's for new signs and paperwork, that is before we look at the lost business.
XLN are trying to get the line back but it could be weeks and plusnet are resisting by saying, "not us". YES YOU

 

[russ74]

PM me a contact number and I will give you a ring. Not 100% clear from your post as to what is happening here but looks like someone has obtained an order from someone at your nursery to move the line to PlusNet. Any salespeople visited / been on the phone recently?

I can probably help anyway (although I dont work for either XLN or PlusNet)

 

[TPTele]

Hello, there are numerous things in place to stop this happening. The basic process is that Plusnet must inform XLN that they have been asked to take over the line (be warned that this is done via Openreach). XLN then has X day to reject this request. It is more than likely that XLN missed the request and the line moved to PlusNet.

The move is accepted automatically if not rejected to stop losing providers from ignoring the request and forcing clients to stick with them.

Your recourse has to be with your provider (XLN) since they should have checked/stopped the request. As you indicated getting the number back will be tough and very long winded.

Did the new owner just get your line or did they also get your phone number? PM me this and I can suggest some options.

The Ofcom bit and 10 employees relates to mediation about your compliant with XLN. Basically if you have 10 employees or less your provider must offer a mediation service to help resolve any issues. If they do not have an accredited mediation service in place they can be fined 10% of their revenue.

Best of luck.

Stuart.

 

[Dhep1]

There was no reason for plusnet to take the line, they 'slammed' it ofcom accept that, XLN insist they did NOT get a request, ofcom brought in the 10% fine to stop this, unfortunately plusnet did not seem to get the new rules, or more likely ignored them.
This line was nothing to do with plusnet until they stole it.

 

[TPTele]

Do you still have the line and number and just the service provider has changed from XLN to Plusnet or did you lose the line and number?

 

[Dhep1]

Lost the line and number

 

[TPTele]

OK. Just for clarification "Slamming" is where "customers' landline & call plans are transferred to another provider without their knowledge or consent". That being the case you would still be live but with a different provider.

It sounds like Plusnet have taken over a working line (yours) for their client rather than having a new line installed.

The chances are that PlusNet's client are not using your old number and it is just dormant on the Openreach system. The quickest solution would be to get a new line installed (dependant on availability) and see if you can have your old number assigned to it. It is probably best to try and do this with XLN first.

If you PM me with the address in question and the lost phone number I will tell you how quickly a new line can be installed.