Telephone

[Sportsmad2]

I have thanks to a BT or Openreach been left without a phone or full fibre broadband .

People are still ringing my old number which I am keeping when I go digital.

How do I access the messages left?and how do I change the message telling callers to leave message.

Thanks

[Peter_W]

Good morning @Sportsmad2.

Thanks for reaching out to us on the BT Community. 

Could you please let us know a bit more about what has happened to cause you to lose access to your number at the moment? 

Also has our team given you any indication on when this is likely to be back up and running?

Peter

[Sportsmad2]

Thanks for you response.

I was a long time customer  of Plusnet with fibre to cabinet and telephone.  My road after a lot of excavation was advertised as now being fibre to house so I ordered being passed by plusnet to BT as I wanted a digital phone keeping my existing number. The date for completion was given as 4th October.  

Openreach did a preliminary visit and advised that it needed more pavement excavation to complete the project and advised there might be a delay on the 4th. Unfortunately BT thought the project would go ahead as scheduled and cut off my traditional broadband and telephone. 

I spoke to BT who were very apologetic and accepted responsibility but said they were unable to reconnect the traditional broadband and phone.

They offered a 4g router and some extra data for our mobile phones but could not do anything about our land line.

Openreach have to obtain permission from the local authority and there is likely  to be a substantial delay. If you ring my old number you get told to leave a message. I want to access those messages.

[Peter_W]

Thanks @Sportsmad2, if this phone service has now been disconnected, I'm surprised it's even diverting to the answerphone full stop. 

Did your phone service switch over to BT prior to being disconnected, or did this stick with Plusnet right up to the point it stopped working?

Peter

[Sportsmad2]

I was with Plusnet to the point of cut off.

[Peter_W]

Ahh okay, if that's the case then you may need to check with them directly @Sportsmad2.

We want to be sure everything with the old account has been shut down correctly, as this could be the reason it's still diverting.

I can't guarantee they'll have the option to retrieve any messages though, but it's definitely worth a try.

You can find all the details for contacting them here:

Plusnet Report A Problem | Help | Plusnet

Peter

[Sportsmad2]

Thanks for suggestion but they are unable to assist. 

[Peter_W]

Thanks for giving that a try anyway, @Sportsmad2.

Did they confirm that the account and connection were fully disconnected? 

When the number eventually is reconnected on BT, it will be on Digital Voice which is an entirely separate platform. 

I don't believe any messages will be retrievable from your time using the number with PlusNet, as this isn't information we would have ever had on file.

Peter

[Sportsmad2]

The bloke answering was very pleasant and understanding but could only confirm the account was completely closed  and couldn't offer any way forward. He suggested the messages will all be  in  a server in the cloud but again was unsure they could ever be recovered.

One message at least was from a Hospital and important ,although I've managed to get a further appoiuntment. The problem is that I have always used my home phone number as it has always proved far more reliable than my mobile as our network coverage in this rural area is scratchy.

[Peter_W]

I really wish there were more we could do from our end to get you access to this @Sportsmad2, but like I said it's not information BT would have ever held. 

Please keep us posted on how things go with the installation; I'm confident that we'll be aiming for the soonest possible date for getting this up and running, but when planning needs to be involved this does add an extra degree of complexity. 

If there is any aspect of the experience you've had here that you're unhappy with, then I'd still like to highlight our complaints process should you need it anywhere down the line.

I'll keep everything crossed the permission to get the works completed is sorted quickly too. 

Peter