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Cessation charge for migration?

MikeAK
Dabbler
Posts: 12
Registered: 11-12-2013

Cessation charge for migration?

Hi,
I migrated Plusnet broadband (adsl) and phone to Zen fibre and phone as one order. Broadband went over on the 10th and phone on the 27th of this month. This migration took place in the first few days of the new system where MAC codes are not used.
Just checked my account and a £30 cessation charge has been applied. I was under the impression that migrations did not attract a cessation fee.
Can someone explain the charge please?
Thanks
Mike
17 REPLIES
Community Gaffer
Community Gaffer
Posts: 17,665
Thanks: 658
Fixes: 162
Registered: 05-04-2007

Re: Cessation charge for migration?

I can't see any £30 charge applied to your account? As the line was migrated out, the cessation fee isn't applied.
If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Staff
MikeAK
Dabbler
Posts: 12
Registered: 11-12-2013

Re: Cessation charge for migration?

Hi,
Thanks for looking.
It still shows as being there to me, see attached screen shot.
Also on the 10th July I was billed for broadband and phone from 10th July to 9th August. As my broadband migrated on the 10th July and the phone on 27th July I presume I will shortly be getting a refund for full month broadband and partial month phone?
Community Gaffer
Community Gaffer
Posts: 17,665
Thanks: 658
Fixes: 162
Registered: 05-04-2007

Re: Cessation charge for migration?

Ah don't worry about that, you're account is marked as a migration so the cease fee won't be applied.
Our billing team will work out any refunds owed and will send this back to you, we leave the phone component active for a few days for any call charges to come through and then close everything off.
If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Staff
MikeAK
Dabbler
Posts: 12
Registered: 11-12-2013

Re: Cessation charge for migration?

Chris,
Thanks for checking it out. You can understand my confusion as the charge is clearly there in the customer portal with no indication it wont be applied Smiley
Mike
Plusnet Help Team
Plusnet Help Team
Posts: 13,491
Thanks: 248
Fixes: 68
Registered: 27-04-2007

Re: Cessation charge for migration?

Cheers for the feedback on that Mike.
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 Adam Walker
 Plusnet Help Team
wayo231
Dabbler
Posts: 12
Registered: 03-08-2015

Re: Cessation charge for migration?

I have also been charged a cessation fee of £30, despite migrating to another service provider. As it says this is not charged when a customer stays in the BT Wholesale network, I don't think Plusnet should be charging for this?
Plusnet Help Team
Plusnet Help Team
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Registered: 02-03-2015

Re: Cessation charge for migration?

Hi, which provider have you switched too?
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 Ben Babinski
 Plusnet Help Team
Plusnet Help Team
Plusnet Help Team
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Registered: 25-03-2015

Re: Cessation charge for migration?

@wayo231 - The cease fee is chargeable depending on which cease code is applied. This is dependant on how the line is ceased and if another provider is taking over it's dependant on how they take over.

  • Cease (P) -
    Cease of PSTN service
    Narrowband Stop
    Narrowband Cease

  • Cease (M) -
    Narrowband Transfer
    Cease of PSTN & DSL service because line has been converted to MPF
    Narrowband Transfer

  • Cease (L) -
    Migration of DSL to SMPF
    Broadband Transfer
    IPStream to WBC migration
    Datastream to WBC migration

  • Cease (W) -
    Synchronised Narrowband Stop
    Synchronised Narrowband Cease


The chargeable cease codes are W and P
Apologies, however on your line the cease code was W so the charge is applicable unfortunately.
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 Harry Beesley
 Plusnet Help Team
Razorback
Grafter
Posts: 208
Registered: 08-08-2014

Re: Cessation charge for migration?

There is a ticket on my account stating
A LLU PSTN cease has been placed on this account. This is due to complete on 17/08/2015.
As I am migrating to BT on that date, the use of the word cease is a bit confusing?
Plusnet Help Team
Plusnet Help Team
Posts: 4,310
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Registered: 25-03-2015

Re: Cessation charge for migration?

I do understand the confusion, however the services provided by ourselves are being ceased on that date.
The cease code on yours is M, so the cease fee won't be applicable.
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 Harry Beesley
 Plusnet Help Team
Superuser
Superuser
Posts: 6,781
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Registered: 30-07-2007

Re: Cessation charge for migration?

Quote
A LLU PSTN cease has been placed on this account. This is due to complete on 17/08/2015.
As I am migrating to BT on that date, the use of the word cease is a bit confusing?
Err, that doesn't sound right! How can a migration to BT give an LLU PTSN cease Huh
Surely LLU PSTN cease is ONLY for a migration to LLU , since when did BT use LLU ?
Community Gaffer
Community Gaffer
Posts: 17,665
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Registered: 05-04-2007

Re: Cessation charge for migration?

They don't that's just a standard internal ticket (which is why it's not emailed in those words).;
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 Chris Parr
 Plusnet Staff
wayo231
Dabbler
Posts: 12
Registered: 03-08-2015

Re: Cessation charge for migration?

I 'migrated' to SSE. What you seem to be saying is that because they took the phone line first and added the broadband a week later, I have to pay you £30 because BT had to take the broadband off the line. BT wholesale actually charge you £5.31. As a mere consumer how on earth is anybody suppose to avoid this when doing a perfectly common change of supplier. The whole industry is a racket.
wayo231
Dabbler
Posts: 12
Registered: 03-08-2015

Re: Cessation charge for migration?

So the plot thickens. SSE says they try to take both services in one go. However certain companies I.e Talk Talk and Plus net insist on cancelling the broadband, so they can't register the broadband until they have taken the line. The more I dig the more it feels like a racket...