topic Re: What, if anything, are Plusnet doing about slamming with the new system in Plusnet Feedback

What, if anything, are Plusnet doing about slamming with the new system

Oldjim — Fri, 19 Jun 2015 14:21:59 GMT

I raised this because I have just read this http://www.revk.uk/2015/06/slamming.html

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P.S. As someone asked on twitter, yes, you can pre-emptively tell us you are not planning to transfer so we reject a request (anti-slamming). It is on the control pages for your line.

Re: What, if anything, are Plusnet doing about slamming with the new system

MattyC — Fri, 19 Jun 2015 14:49:47 GMT

Interesting read. I remember Rev writing a blog post about this 7 or 8 months ago when we were first notified of the impending changes.
Even with the system that we have, we receive notification when a new provider places an order on one of our customer's lines. We already have the built in customer notification when it happens, which still works.
A couple of (not ideal but the best public) examples of this:
Broadband
Phone

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P.S. As someone asked on twitter, yes, you can pre-emptively tell us you are not planning to transfer so we reject a request (anti-slamming). It is on the control pages for your line.

We can put a note on your account to cancel any orders from other parties, however we cannot stop them from placing an order in the first place.
Matty

Re: What, if anything, are Plusnet doing about slamming with the new system

Oldjim — Fri, 19 Jun 2015 15:02:26 GMT

I may be wrong but with the new system are you only permitted to send an email or letter but not phone them as that may be considered coercion to stay
If you are only sending an email is there any backstops if the recipient doesn't reply or indeed doesn't get it
This is specially relevant if the customer is in contract and will get hit for cancellation charges

Re: What, if anything, are Plusnet doing about slamming with the new system

MattyC — Fri, 19 Jun 2015 15:38:34 GMT

I think you're right Jim, calling isn't allowed (though I'm willing to be corrected on that).
Letters get sent out as well, but this is really the limit we can do as an ISP. Arguably a criticism of the process?
Matty

Re: What, if anything, are Plusnet doing about slamming with the new system

Townman — Sat, 20 Jun 2015 11:07:07 GMT

Yet another useless Ofcom own goal?

Re: What, if anything, are Plusnet doing about slamming with the new system

amcclean — Sun, 21 Jun 2015 14:39:51 GMT

Where do we request a note be placed on our account to stop any unauthorised migration. I wish to place a note on my account.
I have had family who were slammed and lost their phone number not wanting that to happen.

Re: What, if anything, are Plusnet doing about slamming with the new system

AndyH — Sun, 21 Jun 2015 15:05:40 GMT

Quote from: Townman
Yet another useless Ofcom own goal?

I read through the consultation document on this and a lot of it made sense.
Slamming is less of an issue than first estimated by OFCOM. I believe the main ISP that was complained about was TT and that through the negative publicity/OFCOM enforcement, there has been a large decline in complaints against TT. The new migration system requires the gaining ISP to keep full details of transfer requests for 12 months, so if an ISP does slam a line, OFCOM has greater evidence to take action if necessary.
One of the big reasons behind scrapping a verification system for migrations was that it was sometimes very difficult for end users to gain a MAC code. There is no incentive from a departing ISP to provide an end user with a MAC code, so some of them make it difficult and put pressure on end users with sales tactics etc. when they want to migrate.

Re: What, if anything, are Plusnet doing about slamming with the new system

spraxyt — Sun, 21 Jun 2015 16:12:43 GMT

Quote from: podman
Where do we request a note be placed on our account to stop any unauthorised migration. I wish to place a note on my account.

Since tickets have (effectively) been abolished I suggest asking Live Chat to do this for you.

Re: What, if anything, are Plusnet doing about slamming with the new system

AndyH — Sun, 21 Jun 2015 16:48:16 GMT

Is this actually going to work with Plusnet? Is someone really going to check your account for notes when they receive a NoT?

Re: What, if anything, are Plusnet doing about slamming with the new system

spraxyt — Sun, 21 Jun 2015 17:40:55 GMT

It certainly won't work if such a note isn't present.
Clearly relying on a such a note would not be wise if an EU receives a transfer-notice email or letter. However if the EU is on holiday and not able to check emails for 14 days, it could provide a back-stop against unwanted transfer.

Re: What, if anything, are Plusnet doing about slamming with the new system

matthews — Mon, 22 Jun 2015 11:45:07 GMT

Just tried and I wasn't able to have a note put on my account for it

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Me: Hi, I'd like to put a note on my account to try and prevent against "slamming" now that MAC codes are no longer required. If I decide that I want to leave Plusnet then I will notify you myself first.
Agent: Unfortunately there is no way to 'stop' this from happening however you would receive a notification from us to advise that 'were sorry to hear you are leaving' or similar and we can cancel that takeover as well as feedback the company attempting to take over the line

Re: What, if anything, are Plusnet doing about slamming with the new system

Chris — Mon, 22 Jun 2015 12:14:38 GMT

Adding a note isn't an official process, and if you have spoken to another provider and they then initiate a transfer it's actually them who have to stop this. It's only when they have refused to cancel the transfer that we can do so.

Re: What, if anything, are Plusnet doing about slamming with the new system

chrcoluk — Mon, 22 Jun 2015 13:40:24 GMT

aaisp state they able to block transfers their end.
[me=chrcoluk]awaits for his line to be slammed.[/me]

Re: What, if anything, are Plusnet doing about slamming with the new system

matthews — Mon, 22 Jun 2015 15:00:29 GMT

Quote from: Chris
Adding a note isn't an official process, and if you have spoken to another provider and they then initiate a transfer it's actually them who have to stop this. It's only when they have refused to cancel the transfer that we can do so.

According to the OFCOM docs on this:

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3.212 These actions include that the GP agent uses the appropriate systems tools to
identify precisely the target line/address. It also recommends that the LP notifies the
current occupant (its customer) at the target address. This ensures that the occupant
is well informed on any planned takeover of their line and enables the losing CP to
cancel the transfer if the occupant confirms it is in error

Suggests to me that the LP/LCP/Losing Communications Provider is able to cancel the transfer if the occupant confirms it is in error. Further down, the document states the the LP can use a "Cancel Other" message if there is evidence that the line is being slammed.
While there isn't an official clause to register that you want to prohibit transfers for your account, it looks like AAISP are being proactive about it.

Re: What, if anything, are Plusnet doing about slamming with the new system

Chris — Mon, 22 Jun 2015 15:04:45 GMT

Yep, if it's error we can cancel it. However if the customer has spoken to a new provider they should be cancelling it.

Re: What, if anything, are Plusnet doing about slamming with the new system

matthews — Mon, 22 Jun 2015 15:12:04 GMT

That makes sense. The thread is specifically talking about cases where the customer has not spoken to a new provider and doesn't wish to transfer though. MattyC's message in the thread (2nd one in) states that "We can put a note on your account to cancel any orders from other parties" which is all I was trying to do.
dick:quote

Re: What, if anything, are Plusnet doing about slamming with the new system

Chris — Mon, 22 Jun 2015 15:47:23 GMT

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MattyC's message in the thread (2nd one in) states that "We can put a note on your account to cancel any orders from other parties" which is all I was trying to do.

As mentioned, that's not an official process and notes can get missed from time to time so it'd be best to get in touch if you get one of these notifications without your authority.

Re: What, if anything, are Plusnet doing about slamming with the new system

chrcoluk — Mon, 22 Jun 2015 16:50:12 GMT

Quote from: Chris
Yep, if it's error we can cancel it. However if the customer has spoken to a new provider they should be cancelling it.

It doesnt matter who should be cancelling it.
Thanks for confirming you can cancel it, the question is tho will you add some kind of opt in to the plusnet control panel? the customer ticks the box and thats authorising plusnet to cancel "any" migrations as long as long as the box is ticked.

Re: What, if anything, are Plusnet doing about slamming with the new system

HPsauce — Mon, 22 Jun 2015 16:57:31 GMT

Indeed, some sort of multi-choice option in the control panel should be available:
1. I'm happy to allow normal transfers to take place but please notify me in advance in case there has been a mistake.
2. I do not intend to leave PlusNet at present so any transfer request should be rejected; please also notify me.
3. I am in the process of requesting a transfer, with a box to optionally fill in naming the new provider.

Re: What, if anything, are Plusnet doing about slamming with the new system

WWWombat — Tue, 14 Jul 2015 01:22:16 GMT

Interesting...
We appear to have been (near) victims to an attempted slam, receiving an email last night about the attempted transfer.
http://community.plus.net/forum/index.php/topic,141501.0.html
That email set a deadline of 4pm on the 25th July for us to be able to prevent the transfer from occurring, which gives us less than 12 days notice.
It looks like your phone line is vulnerable if you go on 2 weeks holiday...