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

[#7]

Whatever, Vodaphone are in breach of Ofcom’s GC6 relating to accuracy of billing.  They have continued to bill for a service they have not supplied on an asset they do not own.

Theres every possibility that BT Openreach failed to update asset records.  A complaint needs to be raised with Vodaphone over inaccurate billing.  That phase should worry them.

[#8]

@Townman 

Just reading this out of interest, I wasn't sure that we'd ever established that @sdol123 is actually now connected to Plusnet, given that they seem to agree with Vodaphone that the transfer was cancelled and apparently aren't saying that it was ever reinstated.  If Vodaphone are still billing, isn't it possible that the connection is still with them? 

I suppose one way to answer that question would be to check which credentials (Plusnet or Vodaphone) are in whatever router is being used for the service?

Also, is Plusnet billing as well as Vodaphone?

Colin 

[#9]

Thanks all for the replies. This is all very confusing, here is a timeline of events:

• I ordered Plusnet on the 22nd September
• Email confirmation from Plusnet with a broadband activation date of October 7th
• According to Vodafone support, the one touch switch was ordered by plusnet on 22 September
• The one touch switch was cancelled by Plusnet at some point in the next few days, Vodafone support don't have any details as to why
• The order to change broadband still went through, just without the one touch switch
• Plusnet is now my broadband provider and are billing me
• Vodafone are not providing me any services but are still billing me because I didn't provide them 30 days notice to leave
• Vodafone have now cancelled my account with immediate effect but can't do anything about the overdue bill

So I guess my main question is, why did Plusnet cancel the one touch switch?

[#10]

The order to change broadband still went through, just without the one touch switch

So if the OTS switch failed, it would have reverted to the old GPL (gaining provider lead) system and Vodafone will still have been informed of the switch.

[#11]

So does this mean Vodafone shouldn't have been charging me? 

[#12]

In a word, yes!. I'd take the approach as indicated by @Townman above. Raise a formal complaint with Vodafone on the basic of 'inaccurate billing'. They will have received a 'notification of transfer' from Openreach even though the OTS switch failed for some reason.

[#13]

I sent an email of complaint to the Vodafone CEO, and an hour later received an email, then a phone call from the specialist care team, which is the highest level of the complaints department.

He said they are looking into it, but it does seem to be a mistake on Vodafone's part. He'll call me in the next few days once he has looked into it and hopefully have an answer for me. 

[#14]

@sdol123 

Not bad going, for a Sunday!

Hope it all gets sorted out satisfactorily and quickly.

Colin