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Two phone lines, full fibre and contradictory information

Deneb — Sun, 19 Apr 2026 01:38:45 GMT

Hello, I’m seeking some advice or opinions from more knowledgeable people on our situation as I’m being told contradictory things by different suppliers.

Our property has two BT phone lines with each with different numbers, on different accounts, owned by different people that enter the property in different locations with separate master phone sockets.

One line has no broadband on it and has recently been ported to digital voice.

The other line has an out of contract Plusnet FTTC Broadband service and is still on analogue PSTN.

BT are saying that this second line also now needs to go digital, but apparently once this is done it can no longer take broadband and a landline from different suppliers. Since the landline is rarely used on this line, it seemed to make the most sense to just drop its landline side and switch to a new full fibre FTTP broadband contract with Plusnet. An order was placed, and an appointment made for an Openreach engineer to do the installation.

Unfortunately, this is where the contention arises. Plusnet have told me (in writing) that the full fibre service is arranged and that that the landline on that number will be ceased and that ‘this won’t affect any other line within the property’. BT, on the other hand, have phoned me and have said that activating full fibre on this line will also disconnect the landline on the other line. Clearly, one of them is wrong but I have no way of telling which…

I assume that Openreach would know the answer, but, as far as I can tell, there’s no way of contacting the Openreach engineer ahead of time to check?

Any help gratefully received!

Re: Two phone lines, full fibre and contradictory information

iniltous — Sun, 19 Apr 2026 08:25:27 GMT

It seems the BT/Plusnet ‘line’ is SMPF , shared metallic path facility, it is a legacy and unnecessarily expensive arrangement ( in the order of twice as expensive as both services with a single company would be ) this arrangement cannot be supported in the all IP (internet protocol) world we are moving towards, hence the need to act .
This gives you a choice to make , and time is running out for you to make it before you get one imposed , cease both services entirely ( I recon if you do nothing this eventually will be the imposed choice ) join Plusnet exclusively, or join BT exclusively or join a different single supplier….the issue if Plusnet are the choice is that they don’t supply telephony any longer , so you would join them as broadband only , and not have telephony or use a third party VoIP supplier…

on re-reading your post you have made a choice , Plusnet for broadband, no telephony.

So far the PN attempts to convert your SMPF line to broadband only ( moving to FTTP in the process ) with you assuming this would cease the unwanted BT telephone service , but it is actually ceasing the BT phone number you want to keep , hence the PN order having to be cancelled.

As its PN and their actions generating a ‘sorry you are leaving’ communication on the standalone BT telephone service ( so the wrong line ) and as you claim theses are separate accounts with separate account holder names , and the phone numbers are associated correctly to each account , then evidently PN are selecting the wrong ‘line’ when they pick which service to migrate, providers don’t necessarily use the phone number to identify the ‘line’ into the address ( most addresses no longer have PSTN number associated ) , basically entering the address will present two options, it seems they are selecting the wrong one , or the association between phone numbers and accounts is not what you understand it to be if they are using the PSTN number rather that the line ID , so in answer to your question , the problem is entirely a Plusnet one to solve , the notification messages are automatically generated by the ordering system ….no one within BT is manually making this decision which number has to be ceased , PN select the service the system automatically triggers the existing provider to send the ‘goodbye’ communication.

BTW what price do you pay for your standalone BT telephony line , as you have broadband from a different provider you are not entitled to the ‘no broadband’ discount that takes the cost down for a telephone service from around £30 based on PAYG , or £50 based on Unlimited Minutes to around £13 or £25 respectively, if you currently get the discount but are not entitled to it , that may be the issue as it’s highlighted the discount you are not entitled to , although I think this unlikely to be the case , something for you to consider, especially if you do get the reduced fee that you wouldn’t qualify for .

Finally , if FTTP is available , why not simply order a standalone broadband service from PN , once it’s in and working , cease the BT telephone service associated with the PN FTTC broadband, so you are contacting BT not PN , that will in effect cease both services on the SMPF ‘line’ , putting you in the position you want .

Re: Two phone lines, full fibre and contradictory information

Deneb — Sun, 19 Apr 2026 10:49:36 GMT

Thanks very much for your help.

I realise the current arrangement is in no way cost effective and needs sorting out from a both a technical and monetary point of view. The standalone BT telephony line with the Plusnet broadband on it is around £30 a month, so I don’t think we received a discount we’re not entitled to.

As of right now, the Plusnet FTTP order hasn’t been cancelled and in their written communication they have identified the correct landline number associated with their broadband service, and that I want to cease.

The communication I received from BT wasn’t of the ‘sorry you’re leaving’ type but instead a ‘you need to do something’ call. When I told them that what I was doing was ordering the full fibre broadband from Plusnet that was when they told me that, contrary to what Plusnet had said, this would cease both landline numbers.

If I understand your last paragraph correctly, then I think that is what I’m trying to do. Do you think it’s possible to have a full fibre broadband service with no telephony on one line and retain the BT telephony digital voice service on the other?

Re: Two phone lines, full fibre and contradictory information

iniltous — Sun, 19 Apr 2026 11:12:50 GMT

It may seem pedantic but the phone number isn’t associated with the PN broadband but the PN broadband is associated with the BT phone number , SMPF , the telephone is the primary service the broadband an add on (that’s why ‘back in the day ‘ you couldn’t have broadband as a standalone product )

What seems odd is if both installations are separate, and you elected to use PN to remove the SMPF service , why that would trigger BT on the service that isn’t being altered, the standalone line , which you state has already been converted from PSTN (BTW it’s no been converted to DV (Digital Voice) but a PDPL (pre digital exchange line ) it’s not DV or PSTN .

As stated , I’d cancel the PN order regarding the SMPF conversion to FTTP , and as it’s PN you want to use , order FTTP directly as a new third service , then rather than using PN as the driver on the SMPF arrangement , use BT to cease the phone number you want removed, the one hosting the PN FTTC broadband, because that era of broadband service can’t exist without a hosting ‘line’ PN should cease the FTTC broadband automatically as the phone number disappears, leaving your BT PDPL and FTTP from Plusnet (hopefully)

Re: Two phone lines, full fibre and contradictory information

Deneb — Sun, 19 Apr 2026 14:00:37 GMT

Thanks, but I’m afraid I’m struggling to understand the difference between getting BT to cease the SMPF broadband line (and thereby automatically ceasing the current FFTC broadband) and then ordering FFTP from Plusnet, versus having Plusnet do the conversion to FFTP (taking over the line from BT and automatically ceasing the telephony). Don’t they both end up with the same result?

It seems to me that the nub of the problem is the one raised in your second paragraph. BT are telling me that going to FTTP means that we can no longer take broadband and a landline from different providers, and that it doesn’t matter then there are currently two different lines and two accounts. I think you’re suggesting that it should still (hopefully) be possible?

Re: Two phone lines, full fibre and contradictory information

iniltous — Sun, 19 Apr 2026 15:01:11 GMT

It’s definitely possible, although still unnecessarily expensive to have broadband with one provider and a second separate telephone service with BT , but paying full price for that telephony with no discount applied ,

Your PDPL BT telephone only service should not be affected by anything you do with the BT/PN SMPF line but it apparently is being involved somehow , that’s why I suspect it’s PN doing something in error as no notifications should be given to BT about that PDPL , the only notification should be about the SMPF tele number saying it’s to become a regular telephone only service , as arguably PN migration of the FTTC broadband to FTTP should actually leave the BT telephone service intact , so eventually get a second BT PDPL telephone service , PN removing the FTTC broadband from the SMPF should leave behind a BT ‘DEL’ direct exchange line’ PSTN service (as PN can’t cease your BT telephone only you or BT can do that ) and that PSTN needs to also be converted to PDPL as no ‘new’ PSTN can be allowed but even that conundrum shouldn’t affect your existing PDPL with BT , yet somehow that line is being affected.

My suggestion to approach the SMPF service via BT rather than PN is simply because your preferred option of using PN to do the leg work has already failed.

Asking BT to cease the unwanted telephone number and letting the FTTC PN broadband be ceased as a consequence (this way around is more usual ) because there won’t be a hosting phone line (a requirement of SMPF ) seems a reasonable way to proceed , it may also fail , but you won’t know until you try , you already know the attempt to migrate the PN SMPF broadband to FTTP is having unforeseen consequences regarding the separate other line that has the BT PDPL on it .

Sorry about all the abbreviations, it can be confusing.

Re: Two phone lines, full fibre and contradictory information

licquorice — Sun, 19 Apr 2026 15:28:25 GMT

To summarise, it is no longer possible to have broadband and telephony from different suppliers on the same physical line.

There should be absolutely no correlation between your 2 lines, they are totally separate and anything that happens to one should have no effect on the other.

Re: Two phone lines, full fibre and contradictory information

Deneb — Sun, 19 Apr 2026 16:09:57 GMT

Thanks very much for your help, the whole situation is all rather confusing - not helped by the family trait to leave things that still work well alone, no matter how sub-optimal they may be!

The Plusnet order hasn’t actually failed (yet). I think the timing of BT’s call was a coincidence rather than something triggered by Plusnet’s actions.

Re: Two phone lines, full fibre and contradictory information

garybs29 — Sun, 19 Apr 2026 18:15:42 GMT

If the other line has been changed to digital voice & FTTP installed for it that's the actual issue. Each address can only have 1 ONT & 1 FTTP service

Re: Two phone lines, full fibre and contradictory information

Deneb — Sun, 19 Apr 2026 19:40:03 GMT

Thanks, but we currently have no fibre CSP or ONT. The other line was migrated to what BT said was Digital Voice as described here: https://www.bt.com/help/landline/moving-to-dv/dv-landline-only.

I think that iniltous was probably correct when he said it was actually PDPL (pre digital exchange line) although BT didn’t describe it as that in the letters they sent about it.

Re: Two phone lines, full fibre and contradictory information

Deneb — Tue, 21 Apr 2026 18:37:39 GMT

I had a text from Openreach today confirming the engineer’s appointment, so it hasn’t failed yet. It’s a shame you can’t ask them questions before the day…

Re: Two phone lines, full fibre and contradictory information

iniltous — Tue, 21 Apr 2026 19:29:01 GMT

Wasn’t the problem that if you allowed the SMPF (BT/PN) FTTC line to be converted to a Plusnet broadband only FTTP service there were unwanted consequences ? the migration was not really in question it was the seemingly linked cessation of the supposedly separate BT Pre digital phone line that was going to be the problem, it being somehow caught up in the separate SMPF to FTTP migration , are you now relaxed that the BT notification of that cessation is just an administrative error and the likelihood is the PDPL with not be affected and continue to work ?.

TBH , as previously stated that should be the case as there is no reason why there should be any link between these ‘lines’ given they are on completely separate accounts…the previous comments about ‘failure’ was predicated on the assumption you had cancelled the Plusnet SMPF to FTTP conversion to safeguard the separate BT PDPL telephone only BT line .

Re: Two phone lines, full fibre and contradictory information

Deneb — Tue, 21 Apr 2026 20:56:01 GMT

Well, I’d say relaxed is probably overstating it, but as no one seems think that the other line should be affected, I think the only way I can find out for sure is to talk to the Openreach Engineer when they arrive. If they explain to me BT are right (for whatever reason) then I can stop the installation proceeding and go back to Plusnet to complain that what they’d written to me was wrong and see what other solution they can suggest.

Re: Two phone lines, full fibre and contradictory information

iniltous — Tue, 21 Apr 2026 21:13:37 GMT

With the greatest respect to the Openreach installer or contractor that turns up to install your FTTP service , they will neither know or TBH really care what occurs in the background regarding the possibility of the BT PDPL being ceased as a consequence of this PN FTTP order being completed, if the ONT they fit can be authenticated onto the headend ( this is independent of any ISP involvement ) then their task is successfully done , what happens subsequently isn’t really anything they will have any real insight into , what’s more should the PDPL service be affected it’s likely to be the next day or even a few days later , long after they have left site .

Not that it’s worth much , but in my opinion the chances are the PDPL will not be affected .

Re: Two phone lines, full fibre and contradictory information

chrisjp — Tue, 21 Apr 2026 21:22:10 GMT

"Each address can only have 1 ONT & 1 FTTP service"

I hadn't realised that. So, if you are in an FTTP area and need telephone service this will of course be via DV.
But if you require 2 telephone lines to your property (which a number of people have had in the past via the old PSTN system), you now cannot have them.
Is that really the case?

Re: Two phone lines, full fibre and contradictory information

Deneb — Tue, 21 Apr 2026 21:35:18 GMT

I’ll keep my fingers crossed, but the BT call centre person definitely suggested that the problem that would lead to both landlines being ceased at the same time was a technical installation issue rather than an administrative one - and I’d hope the Openreach engineer will have some insight into that.

Re: Two phone lines, full fibre and contradictory information

iniltous — Tue, 21 Apr 2026 22:17:02 GMT

“Each address can only have 1 ONT & 1 FTTP service"
This is only partially true , the network design ( setting the network dimension) is for one ‘connection’ per address , so arguably by giving an address 2 ‘lines’ potentially in the future a different address could be denied service due to insufficient network capacity , but in reality 100% take up isn’t likely so it’s not likely going to be an issue ,chances are there will be unused ports on the CBT , so no point denying someone multiple services if they want to pay for that .

Openreach did have a multiport ONT they could supply , 1 fibre in , upto 4 separate services out , so an address could potentially have 4 separate ISPs if they wanted from a single ONT , but these have been discontinued. It is possible to order more than one service in an address provided the network isn’t at capacity, that would now need separate ONT’s .

Re: Two phone lines, full fibre and contradictory information

iniltous — Tue, 21 Apr 2026 22:29:51 GMT

“I’ll keep my fingers crossed, but the BT call centre person definitely suggested that the problem that would lead to both landlines being ceased at the same time was a technical installation issue rather than an administrative one - and I’d hope the Openreach engineer will have some insight into that” .
That’s probably a case of the call centre representative not really understanding process .

Presumably at the moment you have two dropwires from a pole , or 2 pairs connected in an underground cable , one for your PDPL , and one for the FTTC / SMPF service (or possibly a single multi pair drop cable with both services in it )
The tech fitting the FTTP , may offer to takedown a dropwire (if your services are from a pole and on separate wires ) so you don’t have 3 overhead cables , 2 copper and 1 fibre , the only way the tech could interfere with the PDPL is if they take down the wrong dropwire from the pole ….but the tech is not going to be interested in the existing services really , it’s an aesthetic thing , if you don’t request the SMPF cable removing , they will probably leave it in situ

….if they do leave the SMPF cable you may find the telephone number you don’t care about and possibly the PN broadband continue to work for a while as well as the new PN FTTP broadband, unless PN are not supplying a new router and you are expected to transfer the router from the copper pair to the FTTP service .

Re: Two phone lines, full fibre and contradictory information

Deneb — Wed, 22 Apr 2026 06:52:52 GMT

At the moment there’s a single drop wire from the pole to the house. One pair then goes down the side to the master socket for the non-broadband line whilst the other pair goes along the front and down to the broadband line’s master socket.

I am assuming Openreach will add a second fibre drop wire and leave the existing one in place as that’s what they’ve done for one of the other houses using the same pole. If Openreach intend to replace the existing drop wire with a fibre one then I can see where BT are coming from.

Re: Two phone lines, full fibre and contradictory information

iniltous — Wed, 22 Apr 2026 08:04:51 GMT

Yes a second drop will be put up , if the tech doesn’t ask , clearly you need to say the existing dropwire needs to remain to keep the PDPL in service but I doubt that’s what the BT representative was concerned with when they called you about the standalone BT phone number now a PDPL , not every overhead installation of FTTP has the old copper wire removed anyway , BT don’t get involved with that Openreach function

The new optical cable will almost certainly follow the same route from pole to house wall but from there it doesn’t need to follow the same path as the copper cable if you wanted the ONT in a different location to the master socket ….in some cases the location has to change if it’s not practical or too time consuming to put the ONT near the master socket, you discuss this on the installation day …..the point about BT contacting you about the unrelated line when PN raised their order wasn’t to discuss this , they clearly were notified that the Plusnet order was having an impact on the BT service, the odd thing is they quoted the PDPL number and not the number associated with the FTTC service ….and as BT had already converted your standalone BT phone service away from PSTN , they had no reason to contact you again about that …it’s weird