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Migrated away but still charged?

mot
Grafter
Posts: 52
Registered: 25-02-2010

Migrated away but still charged?

I had both my broadband and line rental with PN, now I have moved my broadband over to o2 using my MAC code but my phone line still remains with PN for calls..
I have checked my invoice which was issued today and notice that I am going to be charged for next months broadband (15th may - 15th june)
Even though I migrated over to o2 on the 12th of may..
I called CS to get this sorted and have been told to call customer options to get it sorted - should I really have to do that? It should be automated really, shouldn't it?
I'm going to struggle time wise to make the cal next week so could someone take a look at it for me please.
I need the broadband charge removing from my account and also next month's broadband refunding - it was my first paid month after the initial 3 free months.
Ticket number: 33128638
7 REPLIES
JymboP
Newbie
Posts: 9
Registered: 17-03-2010

Re: Migrated away but still charged?

According to the Home Phone FAQ (see point 1)
http://www.plus.net/support/phone/home_phone/phone_faq.shtml
you have to have PN Broadband to have PN Home Phone - this might be
causing the problem you are seeing.
Superuser
Superuser
Posts: 9,044
Thanks: 495
Fixes: 43
Registered: 06-04-2007

Re: Migrated away but still charged?

I've an idea that retaining Home Phone with Plusnet without broadband is a non-standard configuration that requires manual editing of account information to set up - by someone familiar with what needs doing. That's perhaps why you were asked to call the specialist Customer Options Team.
If you leave this until the Digital Care team are back on Monday they will probably pick up this topic and ensure whatever is needed gets done. Have Plusnet been advised (by BT Wholesale) that your broadband service has been migrated?
David
Plusnet Alumni (retired) orbrey
Plusnet Alumni (retired)
Posts: 10,540
Registered: 18-07-2007

Re: Migrated away but still charged?

Hi mot,
It looks like we haven't yet received confirmation of the migration out. I'm chasing that for you now, one of our COT team members is having a look for you.
mot
Grafter
Posts: 52
Registered: 25-02-2010

Re: Migrated away but still charged?

I got an email today saying something along the lines of your product change is now complete..I presume this is what I was after?
Could you make sure I receive a refund for may - june's broadband please Matt?
Mand
Grafter
Posts: 5,560
Thanks: 1
Registered: 05-04-2007

Re: Migrated away but still charged?

Hi there,
You're on a phone only product now (that's what the email referred to). The payment hasn't processed yet, so I can't refund it but I've put a ticket on hold for a few days to make sure that gets done once the payment has been processed.
mot
Grafter
Posts: 52
Registered: 25-02-2010

Re: Migrated away but still charged?

Thanks for picking that up Mand..noticed the ticket yesterday Smiley
Mand
Grafter
Posts: 5,560
Thanks: 1
Registered: 05-04-2007

Re: Migrated away but still charged?

No worries. Smiley