BT charging me for broadband after transfer to PlusNet
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BT charging me for broadband after transfer to PlusNet
24-12-2013 12:12 AM
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Could someone please help me by confirming I am a PlusNet broadband customer & send me an email to that effect so I can pass it to BT.
Regards
Faraon
Re: BT charging me for broadband after transfer to PlusNet
24-12-2013 1:23 AM
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Quote from: faraon I shouldn't have used a MAC code because BT and PlusNet are same company
Well, that's utter rubbish for a start.
Something has gone wrong with your migration and it will be sorted out but BT claiming that you shouldn't have used a MAC is totally wrong.
At any given moment in the universe many things happen. Coincidence is a matter of how close these events are in space, time and relationship.
Opinions expressed in forum posts are those of the poster, others may have different views.
Re: BT charging me for broadband after transfer to PlusNet
24-12-2013 10:59 AM
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If you post from your home address I can check the IP address
Re: BT charging me for broadband after transfer to PlusNet
24-12-2013 11:25 AM
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Re: BT charging me for broadband after transfer to PlusNet
24-12-2013 11:28 AM
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Re: BT charging me for broadband after transfer to PlusNet
24-12-2013 11:40 AM
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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.
Re: BT charging me for broadband after transfer to PlusNet
24-12-2013 11:42 AM
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What I need is someone at PlusNet to check that all proper procedures were followed when the service was migrated from BT.
I am filing a complaint with BT and need all the evidence I can get.
Re: BT charging me for broadband after transfer to PlusNet
24-12-2013 11:42 AM
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Quote from: MisterW @faraon, Is your router configured with your PlusNet username & password ?
Yes, it is. On the day of the migration I obviously lost service from BT for a while since I was at work and still had the BT Home Hub connected to the modem.
I kept the BT Home Hub but had to change username and password on the router to that of PlusNet. It has been working flawlessly ever since.
The problem is that BT still believe I am on Infinity 2 and are still charging me for it.
Re: BT charging me for broadband after transfer to PlusNet
24-12-2013 11:52 AM
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As to the proper procedures, AFAIK it's not possible to transfer ( without a cease & reprovide ) the service any other way. As to evidence, you could probably start with your account summary on the member centre https://portal.plus.net/my.html?s=0&action=account_summary ( login required ) and if that's not sufficient then I'm sure PN can provide details of when the MAC was used.
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.
Re: BT charging me for broadband after transfer to PlusNet
24-12-2013 11:57 AM
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adie:quote
Re: BT charging me for broadband after transfer to PlusNet
24-12-2013 2:40 PM
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Plusnet will provide a copy of the transfer records from the BT Wholesale system showing MAC usage and date of transfer if needed for the complaint. However the Digital Care Team staff who respond on the forums might not be able to get this for you until after Christmas. You could try calling Customer Services to see if they can respond sooner.
David
Re: BT charging me for broadband after transfer to PlusNet
26-12-2013 9:13 AM
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Get PlusNet to confirm the MAC was on your BTW order and raise it with BT for sure.
Re: BT charging me for broadband after transfer to PlusNet
02-01-2014 1:26 PM
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