topic Re: Still being charged despite leaving in My Account/Billing

Still being charged despite leaving

glb123 — Thu, 05 Dec 2024 14:18:48 GMT

My Plusnet broadband contract expired at the end of November, and I'd left for another provider in mid-November anyway (who said they'd inform Plusnet / handle the switch).

But I've recently been charged for line rental for December, with January's bill seemingly in the pipeline as well.

I clearly need to give Plusnet a call (unless any of their admins on here can help). But just wondering what might have happened/what my rights are here - thanks.

Re: Still being charged despite leaving

Anonymous — Thu, 05 Dec 2024 16:59:46 GMT

@glb123

Who is your new provider, and are they still using the Openreach network, (not an Alt-Net)?

As an example, I have recently moved to Zen FTTP via the CityFibre and had to arrange the cease of the Plusnet FTTC, (Openreach), service myself.

Re: Still being charged despite leaving

MisterW — Thu, 05 Dec 2024 17:28:35 GMT

@Anonymous

I have recently moved to Zen FTTP via the CityFibre and had to arrange the cease of the Plusnet FTTC

How recently ? I thought the One-Touch-Switch (OTS) system was supposed to fix this and your old supplier would be informed no matter which network you were moving to/from

Re: Still being charged despite leaving

Anonymous — Thu, 05 Dec 2024 17:40:25 GMT

@MisterW

"How recently ?"

Zen went live on 18th November - I don't recall being offered the option for Zen to close my Plusnet service.

I wouldn't have wanted them to anyway - I wanted an overlap, just in case there was a last minute hitch with the FTTP installation.

There nearly was a problem on the day: the CityFibre engineers turned up without any ONTs, and were frantically ringing around trying to source one for my installation!

Once the FTTP was working and I was happy with it, I then arranged to port out my home landline telephone to VOIP, thereby instigating the Plusnet cease.

Re: Still being charged despite leaving

MisterW — Thu, 05 Dec 2024 17:53:55 GMT

@Anonymous sounds like the OTS system isn't being trusted for all types of transfer yet then. It was only introduced in Sept and is still being tested to some extent.

Re: Still being charged despite leaving

glb123 — Thu, 05 Dec 2024 23:05:47 GMT

The new provider is Virgin, and I'm sure they said they'd inform Plusnet of the change, but possibly I've misunderstood.

Re: Still being charged despite leaving

MisterW — Fri, 06 Dec 2024 07:53:55 GMT

The new provider is Virgin,

@glb123 traditionally when moving to another network such as Virgin they would not have been able to automatically inform PLusnet of the change. I understood that the new OTS system should have fixed that. However the system is qite new and maybe either Virgin doesn't use it yet or the system didn't work correctly.

Re: Still being charged despite leaving

Townman — Fri, 06 Dec 2024 12:47:55 GMT

@glb123

Did this provider switch involve the transfer of the land line number (if there was one)?

When moving off the BT network to one provided by the likes of VM, the existing service would only be closed automatically if the associated telephone number was transferred to the new provider. Otherwise the existing service is likely to be left untouched.

As far as PlusNet's systems will be concerned ... you have not left!

Re: Still being charged despite leaving

glb123 — Fri, 06 Dec 2024 14:58:44 GMT

I think that's exactly what's happened actually - the landline (not that we even use it) has stayed, so they're still charging for that. Thanks for explaining it (and for everyone else's comments too.)