cancel
Showing results for 
Search instead for 
Did you mean: 

Lack of information

ivanidea
Dabbler
Posts: 13
Registered: ‎01-12-2014

Lack of information

My broadband was supposed to have been swapped on the 1st December, but thanks to BT, it was finally installed on the 12th December.
I am now waiting for the telephone service to transfer from BT to PN, but can't find any details on how this is progressing in my control panel.
I have just received my next bill from BT, in which I'm supposed to pay the next three months line rental, so I wonder if they have actually been informed of the transfer.  I don't want to pay since it won't be easy getting the money back from them.
I seem to recall that it can take up to 3 weeks for the transfer once internet has been set up, but wonder if the Christmas & New Year holidays will have an effect.  Also, will it cause any problems if BT cut off my line for non payment of their bill?
20 REPLIES 20
Townman
Superuser
Superuser
Posts: 19,707
Thanks: 8,039
Fixes: 94
Registered: ‎22-08-2007

Re: Lack of information

Hi,
The last thing you want to risk is BT cutting off the PHONE line as the BB (which is an "asset" on the line) will be cut off too and you will then get hit by BTOR (via PlusNet) with a £30 cessation charge.
Your only route forward is to wait until you get the red reminder from BT and hope that BTOR get the service switched to PN before then.  If not, it will be a matter of paying up and claiming back...  Sad

Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.

barnyandpippa
Rising Star
Posts: 106
Thanks: 6
Fixes: 1
Registered: ‎05-10-2007

Re: Lack of information

I'd stop it now before it's too late. BT's customer service has got better recently, PlusNet have flushed theirs away.
MatthewWheeler
Plusnet Help Team
Plusnet Help Team
Posts: 8,175
Thanks: 1,050
Fixes: 405
Registered: ‎01-01-2012

Re: Lack of information

Hi there.
Unfortunately it looks like BT have a feature on your line known as BT Basic that's preventing us from taking over your phone line.
This isn't compatible with us which is what's preventing us transferring the phone across.
If you can contact them and get this removed we'll be able to place the order.
Apologies for any inconvenience caused.
If this post resolved your issue please click the 'This fixed my problem' button
 Matthew Wheeler
 Plusnet Help Team
ivanidea
Dabbler
Posts: 13
Registered: ‎01-12-2014

Re: Lack of information

I shouldn't need to get in touch with BT.  I've paid for you to make the transfer go smoothly and quickly.
Townman
Superuser
Superuser
Posts: 19,707
Thanks: 8,039
Fixes: 94
Registered: ‎22-08-2007

Re: Lack of information

Matthew,
Whilst this might be a pragmatic approach, is it not the acquiring CP's responsibility to sort these things out under Ofcom's rules?  One can understand that where there is an outstanding order on the line from the loosing provider, nothing can be done until that order is processed.
However, BT Basic is a contractual service with BT, asking the subscriber to get this change will mean a change to (a new) contractual relationship with BT.
As take over of a line is not quite the same as a take over of a third party's contractual arrangements.  I think BT Retail are playing their usual silly people game here.

Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.

Oldjim
Community Veteran
Posts: 38,460
Thanks: 1,034
Fixes: 63
Registered: ‎15-06-2007

Re: Lack of information

I have seen this problem before at TBB and I don't think it only applies to Plusnet
MatthewWheeler
Plusnet Help Team
Plusnet Help Team
Posts: 8,175
Thanks: 1,050
Fixes: 405
Registered: ‎01-01-2012

Re: Lack of information

Unfortunately it's a BT Retail product and there's nothing we can do to get it removed from the line.
The BT Basic package doesn't come with any contractual terms and as long as the OP explains this to BT they should be able to take it off.
If this post resolved your issue please click the 'This fixed my problem' button
 Matthew Wheeler
 Plusnet Help Team
ivanidea
Dabbler
Posts: 13
Registered: ‎01-12-2014

Re: Lack of information

It would have been nice to be notified of these problems when they were discovered (ie when BT were contacted regarding the order), not when I try and find out why it's taking so long.  Also, I expect to hear from PN through their official channels, not on a public forum.
And as for BT Basic, it is no different from any other BT package, so I don't see what their problem is.
At the moment, I have cancelled my direct debit with BT, and I am now waiting for PN to finalise the transfer.
If PN are not willing to do the work, then I will consider the contract null and void.
I can see OFCOM will be involved quite soon as well.
Townman
Superuser
Superuser
Posts: 19,707
Thanks: 8,039
Fixes: 94
Registered: ‎22-08-2007

Re: Lack of information

Matthew,
Sorry I think the point is being missed here...
Quote from: http
BT Basic overview (without broadband)
BT Basic is a simple, low-cost telephone service that's easy to understand..., BT Basic lets you make and receive calls – and helps you manage how much you spend.
BT Basic line rental £5.10 a month (£15.30 a quarter including a £4.50 call allowance)
UK landline calls 11.3p per minute with a call set up fee of 3.3p
Calls to 0845 and 0870 numbers free at weekends and BT Basic is exempt from any payment processing fees
Free BT Privacy with Caller Display

BT Basic has different commercial terms therefore I would expect that getting BT Basic removed will require the subscriber to move to a standard BT tariff service.

Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.

MattyC
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 3,201
Fixes: 46
Registered: ‎10-04-2014

Re: Lack of information

I've had problems with this before. Ofcom incorrectly devolved a situation to us where they said it should have been us who get BT Basic removed from a line. Luckily I managed to get someone I know at BT Retail to remove it for me, but I think he's left now. Though that really broke a few processes that I should have followed.
BT Basic appears as a product, rather than something contractual. It's called Social Telephony. Unfortunately, I'm not aware of what it entails and if any changes are made on the line (as we don't offer it).
The bottom line is that as it's a product, unfortunately there is little that we can do to remove it so we have to ask the end user to contact BT and switch over to the standard tariff. In my experience, they seem to do this free of charge.
@ivanidea - If you can get in touch with BT Retail this one last time to get it removed, they should understand. I do apologise though , as this inconveniences you.
Matty
ex-Plusnet staffer. Any posts after 28/07/2017 aren't on behalf of Plusnet
ivanidea
Dabbler
Posts: 13
Registered: ‎01-12-2014

Re: Lack of information

I've just spoken to BT, and they tell me the only way to cancel BT Basic is to change the package, which means signing up for 12 months, or to cancel the line, which means losing my number.
Donna from BT told me that the BT Basic calling plan is not a barrier for PN to proceed with the line transfer.
Please get this sorted out before the 1st Jan, since that is when I start to pay for telephone service with PN.
Townman
Superuser
Superuser
Posts: 19,707
Thanks: 8,039
Fixes: 94
Registered: ‎22-08-2007

Re: Lack of information

@CRT,
This looks like this matter is running into Ofcom / BT Retail / BTw / BTOR policy / process issues, which is going to need some specialist attention from PN.
Sorry to say so, but this is starting to pan out exactly as I feared.  I have no doubt that BTw / BTOR systems are inhibiting PlusNet taking over the line, whilst the BT Basic product is in place.  BT Retail's position is not unreasonable - if you want the "special" package changed, you have to pay the non-special price.
A unique to one retailer package on a line ought not to prevent BTw / BTOR processing a take-over of the asset.
Kevin

Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.

MattyC
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 3,201
Fixes: 46
Registered: ‎10-04-2014

Re: Lack of information

Quote from: Townman
This looks like this matter is running into Ofcom / BT Retail / BTw / BTOR policy / process issues, which is going to need some specialist attention from PN.

This is something that I've actually raised with them before. I'm struggling to get attention as there aren't often many cases like this. I'll raise it again.
Quote from: ivanidea
I've just spoken to BT, and they tell me the only way to cancel BT Basic is to change the package, which means signing up for 12 months, or to cancel the line, which means losing my number.

This sounds really odd. I'd understand them maybe charging you the two weeks full price whilst migrating over to us. If you've told them you're migrating away and you need a product removing, and they've responded by saying that you must be tied in to a 12 month contract again then I'm a bit suspicious.
I'll see if there is any way I can deviate the process and contact someone at BT. I must stress though that there is absolutely no benefit in us slowing down the migration of your phone service....if there was any way we could place a phone order, then we would. It's definitely in our interest to have you over with us.
Matty
ex-Plusnet staffer. Any posts after 28/07/2017 aren't on behalf of Plusnet
ivanidea
Dabbler
Posts: 13
Registered: ‎01-12-2014

Re: Lack of information

Since BT and PN are unable to do anything to help, I will refer this matter to OFCOM, since I will be paying both companies for the telephone service on 1st January.