Bill From Old Supplier - Plusnet Said They Would Cancel

[#1]

I joined Plusnet from Vodafone in October. I was told Plusnet would handle everything through the one touch switch.

I have now received a letter from a debt collector saying that I owe Vodafone 3 months worth of bills. I spoke to their support staff, and they said that Plusnet placed a cancellation order but then cancelled it 3 days later. They have no information as to why it was cancelled.

Can a member of the support staff look into this for me please? 

[#2]

@sdol123 welcome to the forums.

Did you get your broadband from Vodafone via the copper wire or was it Full fibre ?

and is the Plusnet service via copper or Full fibre ? 

To explain , I'm trying to establish whether its physically possible for Vodafone to still be supplying a service alongside your Plusnet service

[#3]

Thanks for your reply, both providers were copper wire (part fibre). 

I'm not sure if Vodafone were actually still supplying me, but they were still billing me.

[#4]

@sdol123 

both providers were copper wire (part fibre). 

In that case, assuming you have the Plusnet supplied router (Hub 2) connected and its working ?, there is no way that Vodafone can be supplying a service!. Its just not possible to have broadband from two suppliers on the same line.

It looks like something has gone wrong in the OTS system and Vodafone haven't been informed of the switchover (or Vodafone have lost it/pretended it didnt happen!)

I suggest you call Plusnet customer support and explain whats going on, they ought to be able to arrange for the notification from OTS system to be resent to Vodafone for the date when you actually switched.

If you don't get any sense from support, then post back and I'll escalate this to the Plusnet forum support team.

[#5]

Vodafone said the one touch switch was requested by Plusnet, and 3 days later this was cancelled on Plusnets side. 

I called Plusnet support, they said they didn't know why it was cancelled and I should speak to Vodafone.

This feels like a situation where both companies are going to continue to blame each other. 

Meanwhile I'm stick with a debt that is going to affect my credit rating.

[#6]

I called Plusnet support, they said they didn't know why it was cancelled

So are Plusnet saying it was never reinstated after it was cancelled ? in which case they are not supplying your broadband!

If they reinstated it, then they should have the details

I'll try escalating to get one of the Plusnet forum staff to take a look