Moving from BT to Plusnet
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Moving from BT to Plusnet
20-11-2012 1:23 PM
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Re: Moving from BT to Plusnet
20-11-2012 2:04 PM
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jelv (a.k.a Spoon Whittler) Why I have left Plusnet (warning: long post!) Broadband: Andrews & Arnold Home::1 (FTTC 80/20) Line rental: Pulse 8 Home Line Rental (£14.40/month) Mobile: iD mobile (£4/month) |
Re: Moving from BT to Plusnet
20-11-2012 3:06 PM
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I obtained a MAC code from BT and gave it to Plusnet, they used that to transfer the connection with BT wholesale on 4/10/2012 then bt cut me off 11/10/2012 and Plusnet connected me to broadband on the12/10/2012.
Re: Moving from BT to Plusnet
20-11-2012 3:15 PM
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jelv (a.k.a Spoon Whittler) Why I have left Plusnet (warning: long post!) Broadband: Andrews & Arnold Home::1 (FTTC 80/20) Line rental: Pulse 8 Home Line Rental (£14.40/month) Mobile: iD mobile (£4/month) |
Re: Moving from BT to Plusnet
20-11-2012 3:20 PM
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Plusnet said all along that I would be connected to their broadband on the 12/10/2012 and this did happen
Re: Moving from BT to Plusnet
20-11-2012 3:21 PM
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Can you visit http://bt.com and raise an online complaint on their website. If you need any confirmation of order numbers and completion dates, we'll be more than happy to supply these for you.
Re: Moving from BT to Plusnet
20-11-2012 3:33 PM
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I have tried complaints, the option team, live chat but with no satisfaction, so if you can give me all the details of the transfer it may be of some help to convince them to look into it more deeply.
Re: Moving from BT to Plusnet
20-11-2012 4:42 PM
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Re: Moving from BT to Plusnet
21-11-2012 1:39 PM
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Re: Moving from BT to Plusnet
21-11-2012 2:12 PM
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I am hopefully near the end of exactly the same saga, I have the promise by e-mail.
Do NOT waste hours on the phone, they will ignore you, but more importantly you will have no record of the call
You must have given due notice of cancellation and provided a MAC ID,
Note they may say you didn't, but without a MAC ID nothing can have moved, so that is logically impossible.
First complain by phone, that will get you nowhere but you must do it, advise them you are cancelling the direct debit
Second, immediately cancel your direct debit, you will get a nasty letter soon, ignore it like they are ignoring you.
Third use their chat service, ask for escalation, and get the transcript sent to you by e-mail.
Make sure you have said that you phoned previously, you now have a record of what has happened and what has been said.
If the escalation works thats good, assuming it doesn't, as soon as you realise they are not fixing it
DON't phone or chat any more.
The only thing that then works is a written formal complaint of no more than one page.
Ideally sent to customer service by recorded delivery, cost £1.50.
I sent mine on the thursday after getting the bill Tuesday when the promised contact was not made Wednesday
Alternatively you can send it to christopher.heaney@bt.com; he is the manager in charge of complaints.
but a letter is better.
Ensure that you run a log of your interactions with BT, tell BT the total time wasted and ask for compensation, say £10 per hour.
You will get something, not at first asking, and not a lot but enough to make you feel you have won.
The letter will resolve the problem, I guarantee, not quickly but it will.
Finally be prepared to go to the regulator if you don't get an acceptable compensation offer , this is not difficult and will certainly obtain a better offer.
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