Ending BB package

[#1]

Cheers for getting back to us.

I've checked your line and I can see we've received the migration request. Once this completes I'd expect your broadband to carry on working with us until you call us to let us know you'd like to close down your account.

Once your account is closed, we'll then automatically generate your final bill within 21 days emailing you to let you know, and take it from the ongoing payment method on your account, i.e. direct debit instruction or stored card details etc.

Let us know if you have any issues or need any assistance, and I hope the 3 router works out well for you.

[#2]

Thank you for getting back to me,that sounds ok,i appreciate your help.

[#3]

No problem

[#4]

I just want to check what i was told is correct when i phoned PN today.

Now my phoneline gets migrated to my new provider on the 22nd july.

The guy i spoke to today at PN said i can,t cancel my BB just now & i have to phone back on the 22nd july.

I just want to know if that is correct as i don,t want to add anymore on to my final bill.

[#5]

Almost certainly down to the fact that the BT systems will only allow one order at a time. So until the phone transfer completes it's not possible to place an order to cease the Broadband.

I'm sure one of the Help Team will confirm ( or Not! )

[#6]

Hi @jockwav 

Unfortunately that's correct as by cancelling your broadband service before the 22nd July, this would cancel your account ceasing your phone line automatically stopping your new provider from taking over your telephone number.

I've added a reply to the support ticket 191836421 with more information which I hope helps.

[#7]

Gotcha,i understand it now thank you.

[#8]

Cool. No problem

[#9]

I have been told by my new phoneline supplier that the migration is complete on that today.

Anoush has said he will take care of things for me regarding ending my BB once i got the confimation,cheers.

[#10]

Thanks for the update, @jockwav 

I'm sure @Gandalf will take good care of you. 

If we can ever be of more help, you know where we are. 

All the best, 

MoR

[#11]

[#12 · Accepted solution]

Hiya @jockwav

I've got that arranged for you now, your broadband should cease and account close within the next 24 hours.

Let me know if you need any further assistance and I hope the mobile broadband works out well for you.

[#13]

Thanks to everyone for all the help & advice.

[#14]

What should i do with the PN router.

[#15]

Not a problem @jockwav always happy to help.

I've ordered a returns bag now but as your account is due to close imminently the bag may not go out. If you don't receive one within the next 3-5 days and if you have a printer/spare packaging, you can print a pre-paid returns label from the Royal Mail site here: https://www.royalmail.com/track-my-return/create/2886 then hand it to your local friendly posties.

Alternatively feel free to recycle it in line with the WEEE legislation: https://www.plus.net/help/legal/plusnet-and-the-weee-legislation/