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Moving to Talk Talk - Cessation Charge?

PLan
Grafter
Posts: 76
Registered: 05-04-2013

Moving to Talk Talk - Cessation Charge?

I have signed up with Talk Talk for fibre broadband and phone, they did not require a MAC but did inform Plusnet who are now aware that my fibre account(out of 18 month contract) will be switched on the 3rd of December, Plusnet e-mailed me to state the end date of my account. Plusnet have now raised a cessation charge of £30. The current related ticket on my account states -
Quote
A LLU PSTN cease has been placed on this account. This is due to complete on 03/12/2014.

I'm partly confused by this because according to point 46 of the Plusnet Residential Standard Terms, covering ending of a service -
Quote
46. Once we have provided the service, you may tell us to stop providing it at any time with 14 days' notice, either by notifying us directly or, where you are switching provider through a recognised migration process, we will accept that provider's order notification as notice. We will accept notice from you via phone or in writing. We can stop providing the service by giving you 10 days' written notice.
http://www.plus.net/info2/legal/index.html

Well in that case since Plusnet have decided to end my account under Talk Talk's advice they must have accepted Talk Talk's communication as part of a recognised migration process(at no point did I inform or instruct Plusnet regarding the migration).
Secondly point 19 of the Plusnet Broadband Family service terms - Ending your agreement - states -
Quote
19. If you choose to end your agreement for the service and you do not request and use a migration access code (MAC), or do not use another recognised migration process you will be subject to the broadband cease charge as shown in the price guide. You will not have to pay this charge if you are moving home and we are unable to provide the service at the new UK address.
http://www.plus.net/info2/legal/index.html

If Plusnet by their actions accept Talk Talk's communication as part of a recognised migration process, which they apparently do, then I can't see how I can be liable for a cessation charge under point 19?
Any help in clearing up when a cessation fee should be charged welcome.  Huh

12 REPLIES
Community Veteran
Posts: 6,735
Thanks: 12
Registered: 02-02-2008

Re: Moving to Talk Talk - Cessation Charge?

There have been a number of queries about the "cessation charge" raised in this forum in similar circumstances and the explanations have not appeared satisfactory to all concerned.
There are a number of people here as well as obviously yourself who will be interested to see what the "official" explanation is, and the outcome.  Wink
Superuser
Superuser
Posts: 9,506
Thanks: 861
Fixes: 53
Registered: 06-04-2007

Re: Moving to Talk Talk - Cessation Charge?

An "LLU PSTN Cease" sounds like TalKTalk have notified Plusnet that the phone line is being taken over to their own equipment on that date. TalkTalk haven't marked the transfer to include broadband. Since transferring the line cancels broadband a cease charge becomes payable.
David
Community Veteran
Posts: 6,735
Thanks: 12
Registered: 02-02-2008

Re: Moving to Talk Talk - Cessation Charge?

Quote from: PLan
The current related ticket on my account
Have you raised a ticket querying the charge and making the relevant points you have detailed here?
PLan
Grafter
Posts: 76
Registered: 05-04-2013

Re: Moving to Talk Talk - Cessation Charge?

Yes, but I decided to post here for a faster resolution - I would also rather this issue was discussed in public as it may help other customers.
Superuser
Superuser
Posts: 6,469
Thanks: 590
Fixes: 49
Registered: 30-07-2007

Re: Moving to Talk Talk - Cessation Charge?

Oh dear, not another erroneous cessation charge Roll eyes
Community Veteran
Posts: 26,678
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Registered: 10-04-2007

Re: Moving to Talk Talk - Cessation Charge?

Correction: Oh dear, not another case of TalkTalk not placing the orders in the correct way which would have stopped BT Wholesale charging Plusnet for the cessation.
jelv (a.k.a Spoon Whittler)
   Why I have left Plusnet (warning: long post!)   
Broadband: Andrews & Arnold Home::1 (FTTC 80/20)
Line rental: Pulse 8 Home Line Rental (£13/month)
Mobile: iD mobile (£4/month)
Superuser
Superuser
Posts: 6,469
Thanks: 590
Fixes: 49
Registered: 30-07-2007

Re: Moving to Talk Talk - Cessation Charge?

Sorry, but I don't believe that's the case.
Quote
A LLU PSTN cease has been placed on this account. This is due to complete on 03/12/2014.
That tends to indicate that PN's systems know it's an LLU transfer. Looks to me like TT/BTw got it right but PN's systems are not interpreting it correctly.
Problem is we don't really know who's got it wrong, TT, BTw or PN since we can't see who's sent what codes to who. Bottom line is this needs sorting, we've seen a few of these recently and the charge has been removed by PN once the CRT have got involved.
PLan
Grafter
Posts: 76
Registered: 05-04-2013

Re: Moving to Talk Talk - Cessation Charge?

I have received a response from Plusnet on my ticket -
Quote
The notification we received from Talk Talk is taken as your 14 days notice period. It is not, however, a recognised migration process as this is referring to the use of a MAC key (which stands for Migration Authorisation Code).

They appear to be contradicting themselves, according to term 46 in my first post they only accept notification to end the service from the account holder directly or via a recognised migration process - there is no other stated option - they are acting as if Talk Talk are using a recognised migration process, then claiming they aren't.
zxmike
Newbie
Posts: 3
Registered: 10-11-2014

Re: Moving to Talk Talk - Cessation Charge?

If you move to TalkTalk - problems like this will become the norm ! Trust me I have just moved to PlusNet from TT.
TTs customer service is appalling. Please keep your fingers crossed you don't have any tech problems because once you have found someone you can actually understand in their "off shore" tech team, you will be subject to - is it plugged in, have you turned it on, do you have any phone extensions in the house ....... then oh it must be a BT fault we cant help.
Then also watch out for those that phone you constantly for marketing purposes and when you keep telling them you are not interested, sign you up for a new 18 month contract without any agreement. They did that to my elderly father in law and then trying to get him out of an 18t month contract was impossible. By continuing to use the service he agreed to it apparently !
Also congested exchanges and too many people watching TV down their service means although the speed you get might be good - but the actual service is very poor at times.
See sense - don't got to Talktalk.!
PLan
Grafter
Posts: 76
Registered: 05-04-2013

Re: Moving to Talk Talk - Cessation Charge?

Thanks for your advice, but let's try to stay on topic.
PLan
Grafter
Posts: 76
Registered: 05-04-2013

Re: Moving to Talk Talk - Cessation Charge?

Is anyone from Plusnet going to respond to this thread, it's been open for days?
Community Gaffer
Community Gaffer
Posts: 17,644
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Registered: 05-04-2007

Re: Moving to Talk Talk - Cessation Charge?

Sorry, I was under the impression that the other responses on here plus the ticket reply had answered your query,
To clarify, the notification we received from TalkTalk is to advise us that your 14 day notice period has begun, this notification allows us to contact you and see whether this is an incorrect order or not. It does not mean that your line moving out is happening via a recognised migration procedure.
If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Staff