Plusnet still billing me after I’ve transferred to BT
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Plusnet still billing me after I’ve transferred to BT
26-12-2020 8:55 AM
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Re: Plusnet still billing me after I’ve transferred to BT
26-12-2020 12:32 PM
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If yes, then you need to be aware that there are issues with the way BT administer FTTP provision so that (unlike ADSL or FTTC) there is no automatic notification to the losing provider that the new service has been commissioned. It is not dissimilar to moving to Virgin Media, the losing supplier needs explicit notification outside of the Ofcom Gaining Supplier Lead migration process.
There is a monumental flaw in the industry business model for FTTP related migrations - there are no processes akin to those we are all used to.
BT Retail (they are a shambles) will not have notified Plusnet that the service has moved. Give COTS a call - chose the I’m thinking of leaving option - they should be able to sort this out.
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Re: Plusnet still billing me after I’ve transferred to BT
26-12-2020 2:53 PM
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This topic has been moved from General Chat to Accounts / Billing.
To argue with someone who has renounced the use of reason is like administering medicine to the dead - Thomas Paine
Re: Plusnet still billing me after I’ve transferred to BT
26-12-2020 9:06 PM
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@Townman wrote:
BT Retail (they are a shambles) will not have notified Plusnet that the service has moved. Give COTS a call - chose the I’m thinking of leaving option - they should be able to sort this out.
PN must have been notified. As @Mfeh1972 has already said..... "I received an email from Plusnet confirming the cancellation of my service and saying that they would send me a cancellation bill". Something awry....again.
Re: Plusnet still billing me after I’ve transferred to BT
26-12-2020 9:12 PM
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In another browser tab, login into the Plusnet user portal BEFORE clicking the fault & ticket links
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.
If this post helped, please click the Thumbs Up and if it fixed your issue, please click the This fixed my problem green button below.
Re: Plusnet still billing me after I’ve transferred to BT
26-12-2020 9:25 PM
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Re: Plusnet still billing me after I’ve transferred to BT
27-12-2020 12:25 PM
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Thanks for your post @Mfeh1972
I'm sorry for the issues you've had with transferring to another provider and I'm happy to see we got this sorted for you.
All the best with your new provider but let us know if there are any further issues or anything else you'd need help with.
Re: Plusnet still billing me after I’ve transferred to BT
27-12-2020 12:43 PM
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@idonno wrote:
@Townman wrote:
BT Retail (they are a shambles) will not have notified Plusnet that the service has moved. Give COTS a call - chose the I’m thinking of leaving option - they should be able to sort this out.PN must have been notified. As @Mfeh1972 has already said..... "I received an email from Plusnet confirming the cancellation of my service and saying that they would send me a cancellation bill". Something awry....again.
... after which BT cancelled the cancellation ... in effect that same as my suggestion, BT did not do a clean hand-off on this migration to FTTP.
Good to hear that for this user, Plusnet has sorted the issue, in spite of BTw's B2B failings.
In another browser tab, login into the Plusnet user portal BEFORE clicking the fault & ticket links
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.
If this post helped, please click the Thumbs Up and if it fixed your issue, please click the This fixed my problem green button below.
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