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Cancelled move advice

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southerner
Aspiring Pro
Posts: 633
Thanks: 65
Fixes: 1
Registered: ‎27-11-2013

Cancelled move advice

Hi,
Was moving to a BT Social tariff penalty free as Plusnet don't do one but BT were apparently (I found out today) going to take over someone else's service that lives at the address to provide it even though I went over and over this with them and it landed me in hot water. BT denied all knowledge of this so the only other thing I could think of doing to stop BTs actions was cancel my BT move in the hope it will stop them trying to take over the other person's service (who is still fuming about the letter they received from their ISP about it)
I just wondered if my Plusnet account will still close on my transfer date or whether it will leave my Plusnet account open on the previous terms? Just wondering what will happen over the next week? Will I just get disconnected? I did call in today but the person I spoke to wasn't really sure what would happen. I guess it's a strange scenario.
Would appreciate any advice from a Plusnet staffer if they come by.
6 REPLIES 6
Townman
Superuser
Superuser
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Thanks: 9,591
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Registered: ‎22-08-2007

Re: Cancelled move advice

If you have NOT TOLD Plusnet that you are leaving, nothing will happen.

BT Retail sought to take over someone else’s line NOT YOURS so there will be no notice sent to Plusnet to cease service. Mess ups which as these are not uncommon which is why there is a 10 working day delay in line take over moves. That allows time for mistakes like this to be stopped dead in their tracks.

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.

southerner
Aspiring Pro
Posts: 633
Thanks: 65
Fixes: 1
Registered: ‎27-11-2013

Re: Cancelled move advice

Alas PN know as they had to setup the move for me to ensure I was released from my contract with PN penalty free.
Gandalf
Community Gaffer
Community Gaffer
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Registered: ‎21-04-2017

Re: Cancelled move advice

Hi @southerner 

I've had a look at this for you and from what I can see we had received a notification from another provider to transfer your services and the cancellation request we'd placed was just a marker to waive termination charges when the order completed, but I can confirm that order is cancelled so your service should remain as it is with us.

From 31st October 2022, I no longer have a regular presence here as I’ve moved on to a new role.
Anoush Mortazavi
Plusnet
southerner
Aspiring Pro
Posts: 633
Thanks: 65
Fixes: 1
Registered: ‎27-11-2013

Re: Cancelled move advice

@Gandalf - Thanks much for looking at this for me.
I've seen messages now that say my Home Phone is now staying with Plusnet. I just wondered whether that would suggest my FTTC will too? & whether it will be on the same terms? Also might I end up being charged early cancellation charges now that my move to BT's social tariff product has been cancelled?
I don't really understand why BT were trying to take over another person's service at this address to provide mine when we each have separate phone numbers and providers and I was only going to have their 75/20 service as I do with Plusnet. Maybe they provide 75/20 as full fibre rather than FTTC? It's a shame what has happened as my bill could have been slashed by a 3rd and there were some really good EE mobile plans available to BT customers like double data, 10% discount and various free 6 month trials of other services etc.
Townman
Superuser
Superuser
Posts: 23,003
Thanks: 9,591
Fixes: 160
Registered: ‎22-08-2007

Re: Cancelled move advice

If there are more than one line at the same address, it is all too easy for a CP to choose the wrong one!

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.

Gandalf
Community Gaffer
Community Gaffer
Posts: 26,573
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Registered: ‎21-04-2017

Re: Cancelled move advice

Fix

No problem @southerner and sorry for the delay, I missed the notification.

Your FTTC will carry on running with us as well and your account will be on the same terms as previously. We won't charge a cancellation fee and the marker to waive those fees is still active until the 3rd of January, so if another provider takes over your service before then we won't charge you for the early termination.

We can always renew this marker though if you decide to move to BT for their Home Essentials tariff in the future. I can't see what had happened to your order at BT's side, but feel free to give it another go and if you do need that marker renewing, just give us another call on 0800 432 0200 or 0800 013 2632.

From 31st October 2022, I no longer have a regular presence here as I’ve moved on to a new role.
Anoush Mortazavi
Plusnet