topic Re: Cancelled homemove order in My Order

Cancelled homemove order

carolchadwick — Thu, 03 Nov 2022 16:30:39 GMT

I recently cancelled a homemove order (question 228711035 refers) because we have not yet moved into the new property.
Unfortunately, the current resident of the home we are due to move into has been billed £140 by her current broadband provider because BT hadn't been notified of the cancellation. Please can someone look into this matter and sort it out and arrange to recompense the current resident for a charge that shouldn't have been made?

Re: Cancelled homemove order

TheMightyAJ — Sat, 05 Nov 2022 17:06:31 GMT

Hey @carolchadwick,

I'm sorry to hear that this has occurred. Do you know if the services at the address have already been shut off?

Re: Cancelled homemove order

carolchadwick — Sat, 05 Nov 2022 17:59:17 GMT

It seems that BT had already instructed UW that they were taking over the service on the 9th and consequently UW then updated their systems to reflect this. Because UW didn't receive any further instruction from BT to cancel the original request, it was still showing in their system that the person was moving out so when she phoned UW the other day and advised she wouldnt be moving until beyond the 9th they charged her £140 to update their system again. This seems totally unfair considering it was me who arranged all this through Plusnet and was nothing to do with the current owner.

Re: Cancelled homemove order

TheMightyAJ — Sat, 05 Nov 2022 19:49:38 GMT

Thank you for getting back in touch. I can see that the ticket you've raised to us about this subject has been assigned to a case handler. Once they have had a chance to review the case, they will be in touch to discuss this further.