Cessation charge
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Cessation charge
10-01-2015 6:24 PM
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I have recently switched my phone and broadband from PlusNet to EE.
EE handled the switch over.
I have been informed by PlusNet that I am being charged by them a £30 pound cessation charge.
I queried the charge as I was never asked for a MAC code, and EE claim that a MAC code would not have used for the switch even if I had provided one.
PlusNet claim that "The £30 cessation charge applies when moving away from the BT Network". They also claim that "Orange/EE have migrated their network to the LLU network as used by Sky/TalkTalk and as such a MAC is no longer needed by EE".
So basically, they are charging me because the line has been switched to LLU.
Are they in the right to do this?
Re: Cessation charge
10-01-2015 6:27 PM
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I really thought that this has been sorted
This isn't acceptable in my opinion
Re: Cessation charge
10-01-2015 6:35 PM
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If its not acceptable (and doesn't sound like it is) how should I pursue the issue?
I've already raised a 'ticket' with PlusNet, who replied by just giving the reasons for the charge and pointing me to their T & C's.
Re: Cessation charge
10-01-2015 6:39 PM
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In the meantime
http://community.plus.net/forum/index.php/topic,132169.msg1153766.html#msg1153766
http://community.plus.net/forum/index.php/topic,131019.msg1142802.html#msg1142802
Just to clarify - by isn't acceptable I was referring to the fact that the support staff still can't get it right
Re: Cessation charge
10-01-2015 7:04 PM
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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: Cessation charge
12-01-2015 9:51 AM
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I'll contact you regarding this shortly.
Matty
EDIT: I've left a message with someone in your property giving the ticket reference as a point of contact. I have cancelled your account and written off the five extra days of broadband owed as it amounted up to a tiny amount of money.
The cessation fee shouldn't apply, however on this occasion it was agent error rather than our systems giving the incorrect cessation code. I've fed this back, though I'm secretly a little bit relieved that it wasn't an issue on a grander scale at the same time.
Re: Cessation charge
20-01-2015 10:11 AM
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Thanks.
Re: Cessation charge
20-01-2015 10:31 AM
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@foragin
We do not and should not charge you a cease fee for moving to an LLU provider.
Its a recent change of protocol on the front line, sales,customer options and It is obviously taking a while for agents to get a hold of this.
If you need more information on moving away I can get a experienced agent to give you a ring.
Re: Cessation charge
20-01-2015 11:04 AM
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Re: Cessation charge
20-01-2015 11:21 AM
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I will get some one to ring you as soon as possible
Re: Cessation charge
22-01-2015 7:43 PM
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Phone Plusnet in mid December to ask about exit fees and need for MAC and was told, no exit and no need for MAC. Switched providers, cancelled direct debits after the last bill and now being pursued for £30 cessation fee...
Can someone help with this, it's really very frustrating - the 'you've got 14 days to pay or be passed to a debt recovery company' email I got today was the limit!!
The call number is 98125981.
ETA: would also love to know what the £10 historic invoice charge was about
Re: Cessation charge
25-01-2015 8:50 PM
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The handover took place on 13th January and went so smoothly you couldn't see the join, so when the cease charge landed a week later, like an albatross flopping into my morning coffee, I was surprised. It spoiled my coffee.
I queried it with Plusnet. Here's the meaty part of the reply:
"The £30 cessation fee is applicable in this case because the line was ceased before the transfer took place. It could be that the new provider performed a working line takeover order as opposed to using the MAC to transfer the service. This would have momentarily ceased your line."
So I queried it with EE:
"I can advise you that we took over the provisioning of your services by
the approved industry process and the line wouldn't have been ceased
prior to the take over. If the line was ceased prior to the transfer
being complete, the transfer would have rejected."
Now to my bleary layman's eyes, these two statements contradict each other.
Most, probably all, of us who switch ISP have no way of knowing what happens or doesn't happen during the handover and, what's more, we shouldn't need to know.
The way broadband+phone packages are priced to attract new customers, those people with more sense than money will switch regularly. Given the limited number of providers, it's possible that a customer lost one year will be back the next. I don't see how it makes commercial sense to make the switching process so messy and antagonistic.
And just when you think the contradictions are at an end.....
I put in a claim to EE for the £30 as part of their "We'll buy out your contract up to £100" scheme. I wasn't hopeful and my fears were confirmed:
"Our contract buyout scheme doesn't cover this fee."
A day later another email told me my account would be credited with £30 in the next 30 days.
Re: Cessation charge
26-01-2015 9:45 AM
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Quote from: OutofDate The handover took place on 13th January and went so smoothly you couldn't see the join, so when the cease charge landed a week later, like an albatross flopping into my morning coffee, I was surprised. It spoiled my coffee.
I wouldn't wish an albatross in the coffee of my worst enemies.
In all seriousness, I'm glad they refunded the £30. I've had a look into the raw data of the order and there was a chargeable cease involved. It doesn't look like they've used the MAC key. Any idea if they've confirmed whether they've used it or not?
Matty
Re: Cessation charge
26-01-2015 10:16 AM
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Just to clarify something - does a handover not involving a MAC always cause a cease? If so, others with the sense to do their research before (and not, like me, after) deciding to switch will be forewarned.
Re: Cessation charge
26-01-2015 10:28 AM
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