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Moved phone and broadband to new ISP

Fifer
Hooked
Posts: 6
Thanks: 4
Registered: 14-04-2016

Moved phone and broadband to new ISP

My phone and broadband transferred to a new provider on 6th July, received email regarding phone transfer and informed another email would be sent if broadband is being moved.  Phone transfer seems to have gone through OK, no email or notification of broadband transfer.

I was billed for broadband only, phoned PlusNet and this charge was cancelled, ticket on my account says Direct Debit pending, cancellation of phone account on hold till 17th July.  Why 17th July, the debit leaves my account around 12th July.  Have PlusNet been notified of this broadband transfer? 

2 REPLIES
Plusnet Help Team
Plusnet Help Team
Posts: 4,767
Thanks: 1,050
Fixes: 232
Registered: 21-04-2017

Re: Moved phone and broadband to new ISP

Sorry to hear you've moved your services from Plusnet.

 

It looks like an invoice was generated on your account the next day after your services had left us, and we didn't pick up the ticket in time to cancel your account. As the direct debit is pending, we're unable to take any action until this completes.

I can see we've issued you with a refund of that invoice too, so you should simply see the payment leave and return to your bank within the next 10 working days.

 

Apologies for the inconvenience caused.

 

Anoush

 

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 Anoush Mortazavi
 Plusnet Help Team
Fifer
Hooked
Posts: 6
Thanks: 4
Registered: 14-04-2016

Re: Moved phone and broadband to new ISP

Thanks for the explanation, i will wait until the debits have completed, a final bill is issued, any outstanding payments made and the account is cancelled.  I will then cancel the Direct Debit.

Thanks again.