Recently joined PlusNet - still being billed by old network user

[#1]

Hi There, 

Having joined Plusnet in February, our line got switched on 28th Feb from BT to Plusnet. 
This transition was never communicated from Plusnet to BT, as promised. 
As a result we're still being billed by BT and they cannot terminate our contract without PlusNet confirming this switch, direct. 

Can you please advise next steps?

Thanks,

Lynne

[#2]

@LARL08  Welcome to the forum.

So BT released your connection and possibly phone number and allowed your service to be transferred to Plusnet without being told that you were moving your service, therefore this is the fault of Plusnet?! Please excuse my scepticism.

[#3]

No working line takeover request was received by BT.

[#4]

@LARL08 

I can only assume that this has come from an untrained BT Agent.

[#5]

Okay, I have yet to receive an email following my call with BT, so once received should gain some more clarity. For my information, do you work for Plusnet? Thanks

[#6]

@LARL08 

No. I’m just a sceptical Plusnet customer with nothing better to do whilst locked in due to Covid-19.

I am astonished at the concept that an ISP can transfer a customer from a rival without the rival being aware that their customer has left and that they are no longer providing their service. There are plenty of reasons to legitimately criticise Plusnet but that doesn’t mean that everything is their fault just because the rival says it is.

I do however accept that the BT empire does work in mysterious ways its wonders to perform.

[#7]

I tend to agree with Baldrick1 that it is BT who are messing you around here, they must know that your services have transferred so they need to accept that it has happened despite claiming they were not informed which seems very unlikely.

[#8]

Moderators Note

This topic has been moved from Fibre to My Account/ Billing 

[#9]

Thanks for the comments. 
I spoke with BT again and they confirmed that it is up to Plusnet to contact Open Reach, as it is a shared line. 

Open Reach then switches our line from BT to Plusnet. 
Without this action, I am now paying double - for both Plusnet and BT service. 
Does anyone know how I can get in touch with Plusnet to discuss? Tried Twitter but still waiting. 

Thanks, 
Lynne

[#10]

Thanks for the comments. 
I spoke with BT again and they confirmed that it is up to Plusnet to contact Open Reach, as it is a shared line. 

Open Reach then switches our line from BT to Plusnet. 
Without this action, I am now paying double - for both Plusnet and BT service. 
Does anyone know how I can get in touch with Plusnet to discuss? Tried Twitter but still waiting. 

Thanks,

[#11]

Thanks for the comments. 
I spoke with BT again and they confirmed that it is up to Plusnet to contact Open Reach, as it is a shared line. 

Open Reach then switches our line from BT to Plusnet. 
Without this action, I am now paying double - for both Plusnet and BT service. 
Does anyone know how I can get in touch with Plusnet to discuss? Tried Twitter but still waiting. 

Thanks