topic Plusnet activated cancelled order in Plusnet Feedback

Plusnet activated cancelled order

jetstar — Fri, 29 Nov 2013 21:06:19 GMT

Plusnet has activated my cancelled home phone order and transferred line from BT even when notified to cancel 3 days before deadline ! I was advised in contract and £60 cancellation costs so opted to stay with BT until out of contract. Have written confirmation from Plusnet that order was cancelled on 26Nov but transfer actioned today, now got to sort it all out.
My Product change screen even indicates no Home Phone + phone calls menu is inactive and call plan not available.

Re: Plusnet activated cancelled order

adamwalker — Mon, 02 Dec 2013 10:37:15 GMT

I'm really sorry about this,
I can see that the person you spoke to on the 26th didn't cancel the home phone order. AFAIK BT should be able to place an order to transfer your service back to them without any effects on the contract.
Sorry again for the inconvenience of having to sort this out, I'm going to make sure some feedback is passed on to the person you spoke with,
Adam

Re: Plusnet activated cancelled order

jetstar — Mon, 02 Dec 2013 23:06:11 GMT

Ok but why is the Home Phone control panel on ' Switch your landline to Plusnet ' and Product change menu is ' No home phone ' when the line actually transferred to Plusnet on 29Nov.

Re: Plusnet activated cancelled order

Chris — Tue, 03 Dec 2013 08:44:06 GMT

That's because the agent did part of the cancellation on our systems but didn't cancel the order.