topic Re: Broadband Switch to plusnet in My Order

Broadband Switch to plusnet

markusjbarr — Thu, 20 Feb 2025 08:24:43 GMT

Hi, I switched to Plusnet last week, Router arrived on Tuesday, all installed on Wednesday, and has been working fine so far.

What do I do about my previous connection?

When I signed up, I used the broadband switch service, so Plusnet notified my previous supplier that I would be leaving. I've received emails from both confirming this would happen on my "go live" day with Plusnet.

I didn't receive any email about it yesterday. Do I need to contact them separately to cancel? (I'm out of the contract window and on a rolling deal so shouldn't be an issue)

Thanks

Re: Broadband Switch to plusnet

jab1 — Thu, 20 Feb 2025 08:34:56 GMT

@markusjbarr I don't think you need to 'do' anything. Under the OTS switching rules, everything is coordinated between the two providers.

What exactly is your concern?

Re: Broadband Switch to plusnet

markusjbarr — Thu, 20 Feb 2025 08:38:00 GMT

Thanks Jab1.

My concern is that my previous service isn't cancelled/stopped and i end up paying for 2 services for longer than i should be

Re: Broadband Switch to plusnet

MisterW — Thu, 20 Feb 2025 08:40:30 GMT

@markusjbarr as long as you received communication from your old supplier acknowledging that you were leaving, then you should get a final bill from them within 21 days.

Who was your old supplier ?

Re: Broadband Switch to plusnet

markusjbarr — Thu, 20 Feb 2025 08:41:27 GMT

Thanks MisterW, it is virgin media

Re: Broadband Switch to plusnet

MisterW — Thu, 20 Feb 2025 08:48:52 GMT

@markusjbarr Ah! . In the past , one has had to cancel directly with VM since they use completely separate infrastructure. The new OTS system is supposed to fix that so that a move from/to any supplier is handled automatically. Given that you've received the 'sorry you are leaving' , it looks like that is how it should be. However, we have seen occasions where VM dont cancel correctly from the OTS notification.

I might be inclined to check that they have processed the migration notification from the OTS system correctly. Don't take any rubbish from them that they've not receieved notification from Plusnet, the notification comes from the OTS system NOT Plusnet

Re: Broadband Switch to plusnet

jab1 — Thu, 20 Feb 2025 08:50:09 GMT

You beat me to it, @MisterW .

Re: Broadband Switch to plusnet

markusjbarr — Thu, 20 Feb 2025 08:53:51 GMT

awesome, thank you!

Re: Broadband Switch to plusnet

LexLex2020 — Thu, 20 Feb 2025 14:45:12 GMT

The One Touch Switch was set up in this instance @markusjbarr.

So you shouldn't need to contact virgin to close the account or anything!