topic Re: BT Home Essentials Switch. in My Account/Billing

BT Home Essentials Switch.

BC0046400 — Sat, 21 Sep 2024 18:59:18 GMT

Forgetting for just a moment that everywhere you look says "we are open 7 days a week from 8 to 8" and I have been trying since 5PM to listen to nothing but the words "sorry this line is now closed"

I did in the end call BT up and make the switch to there Home Essentials as I do receive ESA and am eligible.
Says in text can switch at any time for free! So why the email you still in contract gives us £200.

Again, forgetting that I tried to call and "this line is now closed" and had to do it via BT.
So is the translation of this the wanting early termination charges that I am going to have to cancel it and have PN do it? again how when everytime we call its "line now closed".

Re: BT Home Essentials Switch.

jab1 — Sat, 21 Sep 2024 19:00:37 GMT

Which number did you call?

Re: BT Home Essentials Switch.

BC0046400 — Sat, 21 Sep 2024 19:02:34 GMT

Every single one the google search engine could produce and this forms past posts I was looking at.

Re: BT Home Essentials Switch.

jab1 — Sat, 21 Sep 2024 19:03:19 GMT

0330 123 9123?

Re: BT Home Essentials Switch.

BC0046400 — Sat, 21 Sep 2024 19:04:37 GMT

Yeap tried that one. Even the one that was in the email. And on BT's site for the bit that talks about all this. Even the one on PN's Support section.

Re: BT Home Essentials Switch.

jab1 — Sat, 21 Sep 2024 19:09:23 GMT

Very strange. Obviously they are closed now, so I can't check, but the 0330 number is open 8AM-8PM.

Re: BT Home Essentials Switch.

BC0046400 — Sat, 21 Sep 2024 19:16:15 GMT

I suppose Will have to try again tomorrow and see if it can be corrected. Don't like the idea of having to cancel the switch to have PN do it, but if that's the case then that's the case. But The amount of comments on this "line now closed" thing is shocking while i was looking into this the past few hours.

Re: BT Home Essentials Switch.

jab1 — Sat, 21 Sep 2024 19:20:24 GMT

So far as I am aware, you do have to go through PN to avoid the ETC's, so I would try tomorrow. I have heard about the 'line closed' comments, but never experienced it myself.

Re: BT Home Essentials Switch.

Townman — Mon, 30 Sep 2024 15:43:40 GMT

The guidance here BT Home Essentials Broadband | Universal Credit Broadband is clear that the number for Plusnet users to call is 0800 432 0200 (reported to be available 8-8 Mon-Sun.

If this transfer is not managed via Plusnet then ETCs will apply.

Re: BT Home Essentials Switch.

jab1 — Mon, 30 Sep 2024 15:51:45 GMT

@Townman Thanks for link - which I suspect is slightly wrong PN's phone number is 0330 123 0123, but maybe the 0800 number redirects?

Re: BT Home Essentials Switch.

RobPN — Mon, 30 Sep 2024 18:16:46 GMT

@jab1 wrote:

@.. which I suspect is slightly wrong PN's phone number is 0330 123 0123...

Maybe I've missed some announcement about PN changing their number, but I've noticed that you keep plugging that number @jab1 , but the old 0800 numbers still work.

I've just tested 0800 432 0200 and 0800 013 2632 and both are working fine just as they always did.

Just saying ...

Re: BT Home Essentials Switch.

jab1 — Mon, 30 Sep 2024 18:22:58 GMT

@RobPN Check the contact number on the 'Contact us' page - just select any of the options, then scroll down the page - the contact number is there on the RHS.

Re: BT Home Essentials Switch.

RobPN — Mon, 30 Sep 2024 18:46:50 GMT

@jab1

Well the page has changed since I last went there many moons ago. If I need to call PN (seldom) I tend to use the number stored in my phone.

However, the number I'm seeing on that page is not the one you quoted above - I think you may have made a typo, at least on this occasion, as I'm seeing 0330 123 9123 ?

Re: BT Home Essentials Switch.

jab1 — Mon, 30 Sep 2024 18:51:02 GMT

@RobPN Yes, checking back, I did hit the wrong key on that occasion, but if you check my previous references to it, you will see I typed 0330 123 9123.

Re: BT Home Essentials Switch.

plusmouse — Fri, 04 Oct 2024 11:27:33 GMT

I hope you got to speak to someone about this @BC0046400 ? Those social tariffs are not something I know a lot about but if you were in contract with PN and switched yourself (rather than letting PN be the one who did your switch away) it could be that PN need to do it that way because they need to know that the customer (you) is moving to a `social tariff` rather than just leaving your existing contract to go elsewhere.

Just wondered if anyone had sorted this for you or if you have to still pay the early termination fee? Be a shame if that was the case just because proper protocol was missed or a sanction (excuse the term!) for jumping ship yourself.