topic Re: Switched to PlusNet but old connection still active AND have got charged. Also - reward card? in My Order

Switched to PlusNet but old connection still active AND have got charged. Also - reward card?

hwq1972 — Sat, 11 Mar 2023 19:11:01 GMT

I recently have switched to PlusNet try and save some money. The connection is fine and the installation went really smoothly - HOWEVER....

My previous ISP (TalkTalk) are still charging me for my old connection - I CANNOT AFFORD 2 INTERNET BILLS A MONTH! This was the primary motivation for moving!

Your site says for customers transferring to PlusNet, you will sort it all out with my old ISP but nothing has been done and I'm being charged £34.50 for every month this is not done. Do I need to do it myself? Will I get any kind of refund on this? Would PlusNet contact my old ISP?

Also - when I signed up, I am sure there was mention of a gift card for brand-new PlusNet customers. Since then, I have heard nothing about this. What's going on? Has this offer been pulled?

I also think this is bad that the month after I join, the prices are going up - this does not exactly encourage me to stay. I know it's advertised, but it feels like as soon as I've joined, I get one month at the price I was expecting then it gets pushed up!

Re: Switched to PlusNet but old connection still active AND have got charged. Also - reward card?

jab1 — Sat, 11 Mar 2023 19:22:06 GMT

@hwq1972 Welcome to the forums.If you have a Plusnet connection now, and you did not contact TT to tell them you were moving, Plusnet must have contacted them as part of the 'Gaining Provider Led' procedure, and when they established their connection, TT should automatically have set about cancelling your account.

If this was what happened, TT are at fault, and unfortunately you will have to get in touch with them and sort it out.You can't have a connection with two ISPs on the same phone line.

As to the gift card - the claim procedure is detailed in an email to you from PN - sorry I don't know what it is, as I never got that offer when I joined 11 years ago.

As you say, the price rise is a pain, but it was pointed out to you - more than once, I imagine, before you signed up.

Re: Switched to PlusNet but old connection still active AND have got charged. Also - reward card?

hwq1972 — Sat, 11 Mar 2023 19:37:21 GMT

Thanks for your swift reply John, re the price increase I think it probably did and more likely I did not read everything before signing up. I'm not *too* annoyed at it, but like you say, it's a bit of a pain. I've not transferred to anyone before, so this is one of many mistakes I will have made.

It looks like I'm going to have to contact TT directly (no email or webchat options, which is a shame) so I will raise this point. I suspect TT will say that it's PN's fault, but we will see. The reason for starting this post really was to see if someone from PN might step in and contact TT on my behalf, as I really don't feel like spending a long time on the line TT's call centre (really got to count the pennies these days!)

Re: Switched to PlusNet but old connection still active AND have got charged. Also - reward card?

jab1 — Sat, 11 Mar 2023 19:45:18 GMT

Understand what you are saying, totally. Plusnet support staff cover on here is thin - especially at week-ends, but maybe sometime early next week, one of the Help Team will pick this up and do what, if anything, they can to assist you,

Is TT's support number not an 0800 number?

Re: Switched to PlusNet but old connection still active AND have got charged. Also - reward card?

hwq1972 — Sat, 11 Mar 2023 19:59:15 GMT

No, the number is an 0345 one. I don't know exactly how much that would be, but I'm pretty sure its not free.

Rather hoped this would be easier to switch. Fear of switching was probably why I was with Pipex (then TT) for 10 years or so!

Re: Switched to PlusNet but old connection still active AND have got charged. Also - reward card?

jab1 — Sat, 11 Mar 2023 20:04:05 GMT

OK - I suggest you wait until one of PN's Help Team picks this up, then. Unfortunately, I can't offer any further help as I'm only a Community member - not even a PN customer any more.

Re: Switched to PlusNet but old connection still active AND have got charged. Also - reward card?

Browni — Sat, 11 Mar 2023 20:21:57 GMT

Have you tried the Talktalk members forum?

I'm sure I've read elsewhere that can be quite useful in resolving member's problems.

Re: Switched to PlusNet but old connection still active AND have got charged. Also - reward card?

Mustrum — Sat, 11 Mar 2023 20:25:28 GMT

@hwq1972 when did you switch? And did you switch like for like or did you upgrade to full fibre?

Re: Switched to PlusNet but old connection still active AND have got charged. Also - reward card?

hwq1972 — Sat, 11 Mar 2023 21:27:11 GMT

I switched only a few weeks ago.

The cheapest deal was for full fibre, so I went for this. It wasn't like-for-like, as I think my old one was just normal broadband and PN arranged someone to come and fit two boxes onto the side of the house to connect to their service. As I said earlier, changing suppliers is new to me (not had to do anything this major to do with the internet for 10 years, so it all feels a bit odd).

Re: Switched to PlusNet but old connection still active AND have got charged. Also - reward card?

hwq1972 — Sat, 11 Mar 2023 21:28:09 GMT

I haven't, I must admit, but I will certainly have a go, thanks.

Re: Switched to PlusNet but old connection still active AND have got charged. Also - reward card?

Mustrum — Sat, 11 Mar 2023 22:07:51 GMT

OK, so you need to get in touch with your previous supplier and cancel it. Ther is no way PN would know what you had before, so they would not know to be in touch.

If you had switched on a like for like service, PN would have to take over your existing line and broadband and the process to cancel would be automatice. But as you chose a new way to deliver broadband there is no connection, so the same as if you had moved from Virgin Media, it is up to you to cancel the old service.

Re: Switched to PlusNet but old connection still active AND have got charged. Also - reward card?

MisterW — Sun, 12 Mar 2023 07:36:04 GMT

When ordering Full fibre , there is an option to keep the existing phone line service. If this is selected then the existting service is not affected.

If this option is NOT chosen then the existing phone line is taken over and ceased. This option will have informed the old supplier of the takeover.

So it depends which option is chosen when ordering...

Re: Switched to PlusNet but old connection still active AND have got charged. Also - reward card?

Anonymous — Sun, 12 Mar 2023 08:23:51 GMT

@hwq1972

"the number is an 0345 one. I don't know exactly how much that would be, but I'm pretty sure its not free."

Do you have an inclusive calls package on your mobile, (assuming that you have a mobile!)?

0345 numbers are usually included in those call packages.

Re: Switched to PlusNet but old connection still active AND have got charged. Also - reward card?

hwq1972 — Mon, 13 Mar 2023 17:35:01 GMT

I think I chose to leave the phone unaffected.

Re: Switched to PlusNet but old connection still active AND have got charged. Also - reward card?

MisterW — Mon, 13 Mar 2023 18:02:18 GMT

That will be why your Talktalk service is still active. You will need to cancel with TT directly.

Re: Switched to PlusNet but old connection still active AND have got charged. Also - reward card?

hwq1972 — Mon, 13 Mar 2023 18:55:48 GMT

@Anonymous Found out its 35p per minute. So ideally, I'm hoping that someone from PN might come on here and offer to help. If not, I guess I'll just have to contact them myself. I had no idea that my choices would be the cause but at least I know why now!

Re: Switched to PlusNet but old connection still active AND have got charged. Also - reward card?

jab1 — Mon, 13 Mar 2023 19:02:58 GMT

@hwq1972 Unfortunately, in your situation, this is not PN's responsibility. As @MisterW said, YOU will have to contact TT.

Re: Switched to PlusNet but old connection still active AND have got charged. Also - reward card?

hwq1972 — Mon, 13 Mar 2023 19:15:42 GMT

Well, at least I know now, thanks.

Re: Switched to PlusNet but old connection still active AND have got charged. Also - reward card?

Mustrum — Mon, 13 Mar 2023 19:18:18 GMT

Talk Talk calls to their help desk are free, or there are other ways to contact them.

https://community.talktalk.co.uk/t5/Articles/How-to-contact-TalkTalk-Broadband/ta-p/2230529

Re: Switched to PlusNet but old connection still active AND have got charged. Also - reward card?

jab1 — Mon, 13 Mar 2023 19:24:30 GMT

But @hwq1972 is no longer a TT customer, so they will be charged at the same rate (35p/min?) as anyone else?

Actually, sorry @Mustrum - he is, at the moment.