Swich to new provider
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Swich to new provider
07-01-2021 3:47 PM
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I am trying to migrate my Plusnet fibre broadband and landline to another provider, and failing...
Two different providers have told me they have not been able to transfer the services as Plusnet is rejecting the transfer. Each time this happens I get an email from Plusnet with the subject "Home Phone - Cancellation stopped".
I've tried Plusnet customer services, but they've only reported that there is no reason they would be rejecting the order and confirming that my line is open without any blockage.
I tried reorder broadband from Shell again after call to the customer service but it failed again with same email after few hours.
Any idea what to do?
Re: Swich to new provider
07-01-2021 3:57 PM
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@Alicja2803 does the 'cancellation stopped' email from Plusnet say why? AFAIK, they cannot stop a legitimate requested transfer without giving a reason.
Re: Swich to new provider
07-01-2021 4:02 PM
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Thanks for deciding to stay with Plusnet.
Your request to move your Home Phone product away has now been cancelled.
This email confirms that your transfer has been stopped and that your Home Phone product won't be changed.
You don't need to do anything and you will continue to be billed for your service as usual.
Re: Swich to new provider
07-01-2021 4:04 PM
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Re: Swich to new provider
07-01-2021 4:06 PM
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That sounds as though someone - I've no idea who - is telling PN you don't want to move after you have placed the request.
Re: Swich to new provider
07-01-2021 4:08 PM
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Re: Swich to new provider
07-01-2021 4:15 PM - edited 07-01-2021 4:17 PM
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@Alicja2803 is there any possible misinterpretation of your address. If the address that the new provider tries to use does not match that held against your PlusNet account that that MIGHT cause the problem.
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: Swich to new provider
07-01-2021 4:38 PM
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Re: Swich to new provider
07-01-2021 4:39 PM
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Presumably you haven't an unpaid bill or similar dispute going on?
Moderator and Customer
If this helped - select the Thumb
If it fixed it, help others - select 'This Fixed My Problem'
Re: Swich to new provider
07-01-2021 5:21 PM
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Re: Swich to new provider
07-01-2021 5:24 PM
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Might sound a bit personal, if so, sorry - is there anyone else who knows your account details who might not want to change?
Re: Swich to new provider
07-01-2021 5:33 PM
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Re: Swich to new provider
07-01-2021 5:35 PM - edited 07-01-2021 5:37 PM
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Whose name is the Broadband account in - yours or your husbands?
I'm sorry - guessing the account is in your name from your above comments, but I'm still mystified as to why you can't switch.
Re: Swich to new provider
07-01-2021 6:27 PM
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Re: Swich to new provider
07-01-2021 6:59 PM
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I'm out of ideas here, @Alicja2803 , so I'm going to try 'tagging' a PN staffer who seems to be able to unravel these mysteries better than some, but I can't make any promises if he will see it, or be able to do much even if he does - there seems to be a communication problem with the Help Team at the moment.
@Gandalf - any chance of your magic wand on this?
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