30-03-2023 9:57
The ‘Live’ date for adsl Broadband was yesterday and the NOW hub light is still orange. I’ve called help, tests were done and was told the line is active. An engineer should be sent to check internal wiring.
However, If I plug my previous isp (plusnet) router back in everything works fine. The help line suggested that I should call plusnet to cancel my account with them. Is that not their job? And as plusnet (adsl) is still active, would this affect the Now broadband connection?
Thank you.
Solved! Go to Solution.
19-04-2023 11:10
Tried calling but nobody could understand the problem or just weren't interested.
I figured out the solution: just cancel the NOW Broadband contract and remain with plusnet. Just a shame that because I have cancelled, a complete stranger has had their landline cut off. I feel for them.
31-03-2023 15:29
The only problem with cancelling PlusNet directly is that you risk downtime, and possibly losing the phone number.
I think part of the problem is that @siriuscat is on ADSL, the Ofcom rules seem to apply specifically to VDSL(FTTC) connections.
31-03-2023 16:03 - edited 31-03-2023 16:04
The Ofcom rules apply to any connection carried over a phoneline, which includes ADSL and VDSL. Unfortunately if you do not ask the gaining provider to take your existing phone number you can get caught up in this kind of mess.
31-03-2023 16:35
@redchiz1 wrote:Unfortunately if you do not ask the gaining provider to take your existing phone number you can get caught up in this kind of mess.
That would make sense, the phone number would identify the the correct line on the Openreach database specifically.
31-03-2023 18:05
I was quite OK with them changing the landline number to a new one, but they didn't. I still have my original landline number. I also think I could renew my contract with Plusnet and would NOW even know? (i wont do this until sorted by the way). But the more I think about it the more bizarre it gets.
31-03-2023 18:31
@siriuscat wrote:I was quite OK with them changing the landline number to a new one, but they didn't. I still have my original landline number.
How do you know you still have your original number, if you are not yet on Now?
31-03-2023 19:35
I called myself.
I also called the other mystery landline number that NOW have activated. It was engaged at first then later on it did ring. So it seems to be a legit number (I hung up before it was answered).
31-03-2023 18:54
If you still have your previous landline number then you are clearly still with Plusnet and there really is no way that NOW should be charging you. Get back to them with this information.
31-03-2023 19:41
Yes I checked who is my ISP and its 100% plusnet. I eventually (4 calls) convinced a NOW advisor of the unusual problem. He still couldn't quite get his head around it but was very apologetic. He said there was no point in doing a line test as its not my line so he escalated the issue to someone higher. He is hoping to reply Sunday.
31-03-2023 20:32
Will do and thanks for the support!