topic Re: Activation date in My Order

Activation date

Krysia — Fri, 08 Nov 2024 20:07:41 GMT

Hi, I have just switched to Plusnet from another provider giving plusnet the date of 30th Nov as I thought then my current contract ends but now my current provider ended my contract today 8th November and cut my internet off, additionally charge me £7.71 for early termination!
I’ve contacted them but they said that there’s nothing they can do as Plusnet already started taking over, can I please bring the date forward as I will be without broadband nearly whole month!
Many thanks

Re: Activation date

jab1 — Fri, 08 Nov 2024 20:11:28 GMT

Who was your previous ISP, and did you tell them you were moving?

Re: Activation date

Krysia — Fri, 08 Nov 2024 20:17:09 GMT

It was TalkTalk, I had an email today stating that my contract with them will end on the 30th November so I have looked at their options but all were more expensive. I have chatted to them saying that I won’t be extending my contract and they’ve said that I’m more than welcome to go with other provider. So I did find Plusnet bit cheaper it’s just the date I would need changing now, as they rudely cut me off blaming Plusnet.

Re: Activation date

jab1 — Fri, 08 Nov 2024 20:19:54 GMT

They should not have done that, but it is not unknown. Have you had any communication from PN about the switch?

Re: Activation date

Krysia — Fri, 08 Nov 2024 20:25:05 GMT

I do agree with you thank you. No communication yet, as the lines close at 8pm so I hope I can speak to someone tomorrow .

Re: Activation date

jab1 — Fri, 08 Nov 2024 20:26:25 GMT

Not even an acknowledgement of your order?

Re: Activation date

Krysia — Fri, 08 Nov 2024 20:28:30 GMT

Oh no, I have got the email from them about my direct debit, and welcome email.

Re: Activation date

jab1 — Fri, 08 Nov 2024 20:34:05 GMT

I can only suggest you call them tomorrow, but TT should not have cut you off if you followed the the procedure and left all the work to PN. I know the switching procedure has changed very recently, but the losing provider should not cease your service until the day the gaining one confirms the switch date.

Re: Activation date

Krysia — Fri, 08 Nov 2024 20:37:45 GMT

Yes will do that tomorrow- thank you for all your responses.

Re: Activation date

Townman — Sat, 09 Nov 2024 13:08:30 GMT

@Krysia wrote:
... switched to Plusnet from another provider giving plusnet the date of 30th Nov as I thought then my current contract ends but now my current provider ended my contract today 8th November and cut my internet off, additionally charge me £7.71 for early termination!
I’ve contacted them but they said that there’s nothing they can do as Plusnet already started taking over ...

When did you order the new service from Plusnet?

Did you in any way tell TT that you did not intend to renew the contract with them and that you were migrating to a different provider?

This is how the provider migration process should work...

The user decides they want to change providers
They find a new provider and request TAKEOVER of the existing service on a given date
The user DOES NOT tell their current supplier about this change
The new provider raises an order on BTOR / BTW to provide service to the user's premises
BTOR / BTW informs the current supplier that there is an order to take over service
The current supplier informs their customer that there is a request to migrate the service (this traps mistakes and slamming attempts ... something which arose due to TT's historic behaviours)
The process is put on hold for 10 working days to allow the user to inform the current supplier that they DO NOT want to move (Ofcom rules)
The BTOR / BTW proceeds with the order on behalf of the new supplier (that could involve resolving various issues giving rise to delay)
The service switches providers
The old provider raises their final bill

EVERYTHING is driven by the GAINING PROVIDER and the associated Ofcom processes.

It would appear that TT have ceased your service upon (5) above happening which is completely against the defined Ofcom processes. I suggest that you report the matter to Ofcom. Raise a formal complaint with TT and demand compensation for wrongful termination of service.

In respect of the Plusnet provide, things might now be a bit complicated. Their order will have been a WORKING LINE TAKEOVER. By the sounds of things, this is a CEASED LINE and the order process is different, thus the current order might need to be cancelled and a new one raised. Minimum lead time is likely to be 5 working days.

Re: Activation date

Krysia — Sat, 09 Nov 2024 14:31:29 GMT

Thank you for your reply, much appreciated. I have now managed to sort it out with TT and they carry on supplying until the 30th November.
Because TT agent was offering me another contract with them and when I said that I do not wish to extend it, they have cancelled the new contract and he accidentally cut my internet off.

Re: Activation date

jab1 — Sat, 09 Nov 2024 14:35:16 GMT

@Krysia Good to hear you have resolved the situation, although knowing TT's habits of old , I'd keep a close eye on them.

Let us know if you have any further issues.