Previous Broadband Provider Not Notified

[#1]

Moved to Plusnet in Nov 2023, but it's only now transpired that I was still paying (up until a couple of days ago) my previous provider BT. Obviously we should have spotted this sooner, but we're blaming baby-brain!

However trying to resolve this issue is a pain. Obviously we'd like this money back. BT are saying they weren't notified of a line takeover, and Plusnet are saying they would have been notified. But Plusnet won't/can't provide me with proof. They can provide emails for BT saying that they are providing my internet, and show usage etc. But can't prove that they told BT they were taking over.

My 'Welcome to Plusnet' email states...

* Your current service should continue until your Plusnet order completes. Once your new Plusnet service is active, your old service should cancel automatically.

So BT say they need proof, and Plusnet can't provide any. I've had so many phone calls to both parties, so much back & forth it's exhausting. If anyone can offer advice or solutions on how I can be refunded it would be most welcome!

Cheers,

Alex 

[#2]

@alexcfarrell Plusnet will not have notified BT directly. BT will have been notified by Openreach as a result of PLusnet placing the transfer order. Normally Plusnet would be able to provide details of the Openreach order which ought to be sufficient for BT to accept they were no longer providing your service. The problem may be that its so long ago, that information may no longer be available. 

Hopefully a staff member will pick this up and advise... 

[#3]

What was the characteristic of this change in supplier?

• A migration of a like for like service FTTP to FTTP or FTTC to SoGEA
• An 'upgrade' migration like ADSL / FTTC / FTTC to FTTP

There is some risk that the later could result in the olde service being left in place.

The former ought to have removed the assets from BT Retail's domain and thereby inhibited they continuing to bill after the end of service supply.  We have seen ISPs fined heavily for such practices, as such is in direct violation of Ofcom's regulations.

See: General Condition 11 (specifically 11.1) of  the General Conditions of Entitlement (“GCs”) - " overcharging ... customers ... by rendering bills in respect of broadband and telephony services for amounts that did not represent and exceeded the true extent of the service actually provided to them".

If this was a migration of existing services then it is a matter to be taken up with BT Retail alone, as they will have been billing on an asset which they did not own.  Plusnet has specific measures to ensure that this cannot happen ... one would hope that BT have similar.

[#4]

Hey there @alexcfarrell.

I'm keen to see if we can help take a closer look into this for you, so I've just popped you over a private message so we can take a few more details.

Peter