This topic

Social Telephony

tomb1950 — Thu, 11 May 2023 10:51:48 GMT

At the moment I have my phone with BT and broadband from Plusnet. I have upgraded the broadband package to Plusnet Unlimited Fibre Plus, which includes a phone line so my BT phone line needs to be transferred to Plusnet.

Plusnet have informed me that they have been unable to complete the order as Openreach have indicated there is an Incompatible Service on the line described as "Social Telephony" and I must have BT remove this addition service before the transfer can be completed.

I have spoken at length to BT Customer Services on two occasions and was advised that there are no additional services on the line that would prevent the transfer to Plusnet taking place. The only additional service I had was Caller Display and Customer Services said they would arrange for it to be removed in case that was creating the problem but the "Social Telephony" flag was still present when Plusnet repeated the order.

What seems to be required is that someone with the necessary authority within BT contact Openreach to have the "Social Telephony" marker removed as an incompatible service.

Can someone help me with this problem?

Re: Social Telephony

NeilO — Thu, 11 May 2023 11:02:17 GMT

Hi @tomb1950 welcome to the community and thanks for posting. Our social telephony package is currently BT Home Essentials and prior to that was BT Basic. They provide a reduced rental rate to eligible customers in receipt of certain benefits. Do you have either of these plans on the line? It should mention the plan details on your bill.

Thanks

Neil

Re: Social Telephony

tomb1950 — Thu, 11 May 2023 11:29:11 GMT

Hi Neil,

My bill indicates I'm on BT Basic and the Social Telephony marker may be a legacy issue as many years ago when BT was still British Telecommunications they moved me to a Low User account as I was making very few calls. When BT later introduced BT Basic, Low User account holders like myself were reclassified, probably to make accountancy easier.

Tom.

Re: Social Telephony

NeilO — Thu, 11 May 2023 11:51:06 GMT

@tomb1950 Hi Tom, I recall that I had a similar case a year or two ago when I had to change a customer to a standard rental tariff to enable the transfer to take place. I'll send you a private message in a moment so you can get in touch with the moderation team with your details and we'll be happy to help.

Thanks

Neil

Re: Social Telephony

imjolly — Thu, 11 May 2023 12:03:40 GMT

@NeilO

I thought you were not supposed to get BT basic for phone only if you had broadband with another provider

Re: Social Telephony

NeilO — Thu, 11 May 2023 12:17:54 GMT

@imjolly you're right, I'm surprised broadband from another provider was able to be ordered on a BT Basic line. Either way, we'll need to look into why the transfer of the line isn't working.

Neil

Re: Social Telephony

tomb1950 — Mon, 15 May 2023 09:44:01 GMT

I supplied the information requested in the PM on Thursday but have yet to be contacted. I'm now being pressed by Plusnet for an update. Can someone from BT contact Openreach to have the incompatible service "Social Telephony" tag removed so that the transfer of the line can be concluded?

Regards,

Tom.

Re: Social Telephony

imjolly — Mon, 15 May 2023 09:49:15 GMT

after submitting your PM to mods you then join a queue of other customers waiting for mod assistance each of whom consider their problem a priority hence why mods reply in order PMs received. this is usually in few working days (weekends excluded)

Re: Social Telephony

JohnC2 — Mon, 15 May 2023 10:32:37 GMT

Hi @tomb1950 sorry we've not been in touch yet. I've checked and your case is the next in the queue and one of the team will be in touch with you later today to help you.

Cheers
John

Re: Social Telephony

RobbieMac — Tue, 23 May 2023 08:57:36 GMT

Hi @tomb1950

I am pleased I could help you with this. Sorry for the problems.

I have sent you a message privately confirming the transfer details. As this is sorted I will go ahead and close this off from here.

All the best,

Robbie