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Plusnet Account Cancelled

AnnoyedOfLondon
Newbie
Posts: 5
Registered: ‎15-11-2010

Plusnet Account Cancelled

I've had terrible service from Plusnet, with the internet and phone connection being unavailable for most of the 6 months that we've had it. 
They finally fixed the problem and then a week or so later I find out that the account has been cancelld.
We haven't requested this, nor have we spoken to any other companies or given our details to anyone, so how can this happen?
Plus net are now saying it will take a minimum of three weeks to reconnect us...has anyone else had a problem like this?
Thanks!
12 REPLIES
Plusnet Alumni (retired) orbrey
Plusnet Alumni (retired)
Posts: 10,540
Registered: ‎18-07-2007

Re: Plusnet Account Cancelled

Hi there,
There's been an update to your ticket, but essentially an order to migrate your phone line to a different provider was placed. This was done by the other provider, unfortunately there's nothing we can do to stop these going through I'm afraid. I can assure you it wasn't placed by ourselves in any way.
Community Veteran
Posts: 38,460
Thanks: 1,031
Fixes: 62
Registered: ‎15-06-2007

Re: Plusnet Account Cancelled

Can you tell who did it
Community Gaffer
Community Gaffer
Posts: 17,683
Thanks: 666
Fixes: 167
Registered: ‎05-04-2007

Re: Plusnet Account Cancelled

Unfortunately not no, all we can see is that it's an LLU provider.
If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Staff
Community Veteran
Posts: 38,460
Thanks: 1,031
Fixes: 62
Registered: ‎15-06-2007

Re: Plusnet Account Cancelled

Talk Talk slamming again I'll bet
To the poster - if you put your exchange into Samknows it will tell you which providers are on your exchange
Community Veteran
Posts: 26,746
Thanks: 959
Fixes: 10
Registered: ‎10-04-2007

Re: Plusnet Account Cancelled

AnnoyedOfLondon: If you've been collared in the street by TalkTalk or had them knocking at your door and they've managed to find out your telephone number they are notorious for transferring you to their service - even if you said you didn't want to go ahead. You then have a heck of a job getting out of their clutches when they try to hit you with minimum contract etc.
If this has happened to you don't waste any time arguing with them. Give them one chance to put it right (give them a deadline) and if they don't contact Trading Standards and OFCOM. They have been fined many times for this sort of behaviour and it doesn't stop them.
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)
AnnoyedOfLondon
Newbie
Posts: 5
Registered: ‎15-11-2010

Re: Plusnet Account Cancelled

Thanks everyone.
Oldjim - sorry to be dim but how do I check using the samknows site? 
I've called TalkTalk and they say it's not them...
Community Veteran
Posts: 38,460
Thanks: 1,031
Fixes: 62
Registered: ‎15-06-2007

Re: Plusnet Account Cancelled

Put your post code or telephone number in here http://www.samknows.com/broadband/exchange_search then click on the exchange name
AnnoyedOfLondon
Newbie
Posts: 5
Registered: ‎15-11-2010

Re: Plusnet Account Cancelled

Thanks, I now have a list of possible providers so I guess I'll start calling them!
Community Veteran
Posts: 26,746
Thanks: 959
Fixes: 10
Registered: ‎10-04-2007

Re: Plusnet Account Cancelled

I wouldn't trust anything TalkTalk say!
There must be a way of finding out who it is. I wonder if OFCOM can help?
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)
AnnoyedOfLondon
Newbie
Posts: 5
Registered: ‎15-11-2010

Re: Plusnet Account Cancelled

After a lot of digging I found out it was BT.  It turns out that someone has moved into the flat above, requested a BT account, and they have set it up for the wrong address.  An innocent mistake perhaps but still annoying as they say it will take 3 weeks to transfer back to Plusnet and before we will get internet again. The phoneline works but has a new number and someone else will be getting charged for it!  Even if it is a mistake, I will still be reporting it to Ofcom as it seems a bit bonkers that our account can be closed without anyone contacting us about it... As a couple who work and study at home its very frustrating.
Ho hum.  Thanks everyone again for your help!  Smiley
Community Veteran
Posts: 6,735
Thanks: 12
Registered: ‎02-02-2008

Re: Plusnet Account Cancelled

Quote from: AnnoyedOfLondon
After a lot of digging I found out it was BT. 

It would be really helpful, in case anyone else has a similar problem, to explain how you went digging and where you got a result.
AnnoyedOfLondon
Newbie
Posts: 5
Registered: ‎15-11-2010

Re: Plusnet Account Cancelled

Yes, sure.
I called the companies listed on the site mentioned above.
A helpful lady at Orange noticed the number I was calling from was different to the number I reported and checked the new number.
When I found out it was BT I had a feeling it was to do with my neighbour. I called BT and gave my neighbours name, they confirmed it has been transferred to him.