Payment Request for Service I'm Not Using
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Payment Request for Service I'm Not Using
04-08-2017 7:58 PM
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Hi,
I Keep receiving e-mails from you saying that I owe you money for a service that I am no longer using.
As your costs for services kept spiralling, I decided to leave and signed up with Sky. My transfer went through on 21st July this year, so I cancelled my direct debit and you are still trying to charge me for a service that I am no longer using.
Please cancel my service please and my account as I don't want to keep receiving e-mails from you telling me that I owe you money for a service I am not using when I don't.
Thank you
Re: Payment Request for Service I'm Not Using
05-08-2017 8:25 PM
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Hi,
I see that you have moved my post - so please could someone from Plusnet actually respond to it?
I am not paying for a service that I am no longer using - I am paying Sky now and not Plusnet, so please could you cancel my account and service?
Please act promptly.
Thanks
Re: Payment Request for Service I'm Not Using
08-08-2017 11:29 AM
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Hi there,
It appears that Sky may have taken the phone service but not broadband. Do you still have your Plusnet router plugged in as you're still connected to us. We've also received no requests for the broadband to transfer out, so the current payment is due until the service leaves us.
Re: Payment Request for Service I'm Not Using
08-08-2017 2:06 PM
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Okay,
I have paid the outstanding bill and I am now formally requesting that you cancel my broadband and my account with you.
Thanks
Re: Payment Request for Service I'm Not Using
08-08-2017 2:27 PM
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If the broadband is cancelled you won't have it at all
Why don't you get Sky to initiate the transfer which I assume is what they were supposed to do in the first place
Re: Payment Request for Service I'm Not Using
08-08-2017 3:05 PM - edited 08-08-2017 3:07 PM
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This all sounds a bit odd to me!
I can't see how it would be possible to request a transfer of just the phone to SKY ?
So assuming SKY are meant to be transferring both Braodband and phone :-
if it's an ADSL connection then SKY are LLU providers and so the jumpering will have been changed at the exchange , so how can the PlusNet ADSL still be working ?
if it's Fibre, then SKY still use BT provided FTTC so presumably that will still be connected at the cab. Does the fact that the PN broadband still works mean that the routing hasn't been changed somewhere ?
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: Payment Request for Service I'm Not Using
08-08-2017 3:14 PM
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I believe that at some exchanges Sky don't have an LLU presence so use the BT network rather than their own equipment.
Re: Payment Request for Service I'm Not Using
08-08-2017 3:22 PM
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Whilst that used to be true Chris, I thought that they now were only willing to provide broadband if you were capable of using their LLU network
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: Payment Request for Service I'm Not Using
08-08-2017 4:42 PM
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Re: Payment Request for Service I'm Not Using
08-08-2017 5:13 PM - edited 08-08-2017 5:14 PM
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I wasn't expecting any answer.
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: Payment Request for Service I'm Not Using
09-08-2017 2:02 PM
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Both Sky and BT do offer phone only packages, so you don't need to take up the broadband at all.
I did have both fibre broadband and phone with Plusnet, but for various reasons I don't need the broadband at present, but do need the phone. Plusnet do not offer phone only packages, but they do offer broadband only packages, which is why when Sky took over the phone line, the Plusnet broadband was still active, because the whole package was not cancelled, just the phone was requested through Sky.
If I want fibre broadband again, then I will go with Sky, it makes sense - Plusnet are just too expensive these days.
Re: Payment Request for Service I'm Not Using
09-08-2017 2:07 PM - edited 09-08-2017 2:10 PM
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That explains why the service is still with us then, as Sky did not request this to be transferred and we've received no cancellation request for the broadband service, I can see you've spoken to one of my colleagues but unfortunately they seem to have mis-advised you on this slightly and I'll make sure to update the ticket shortly, you'll receive email confirmation of this once I've done so.
Re: Payment Request for Service I'm Not Using
09-08-2017 2:12 PM
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Both Sky and BT do offer phone only packages
I stand corrected!. I knew that BT would, but I'm amazed that SKY would offer anything other than a Braodband and phone package.
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: Payment Request for Service I'm Not Using
09-08-2017 5:09 PM
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I spoke to someone at Plusnet yesterday in the cancellations department and requested that they cancel my package and account.
In what way was I misadvised?
Re: Payment Request for Service I'm Not Using
09-08-2017 5:11 PM
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They have closed your account, the amount of refund you were due they advised was incorrect. You should have received an email from us earlier today confirming the actual amount of refund due.
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