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Switched out and kept charging for 2 Months

kitccwin
Newbie
Posts: 2
Thanks: 1
Registered: ‎25-12-2022

Switched out and kept charging for 2 Months

Merry Xmas!
I switched out from plusnet to other BT ISP on 8/11.
I received a doubled bill on 25/11, I thought it was normal because the accounting dept might need some time to process.
But I receive another doubled bill today. Why Plusnet keep charging me?

Thanks a lot
4 REPLIES 4
Gandalf
Community Gaffer
Community Gaffer
Posts: 26,543
Thanks: 10,222
Fixes: 1,596
Registered: ‎21-04-2017

Re: Switched out and kept charging for 2 Months

A belated Merry Christmas!

If I'm looking at the right account from the details in your forum profile, we haven't received a request from another provider to takeover your line from us.

I'd suggest giving us a call on 0800 013 2632 so we can sort this out for you by manually closing your account our side.

From 31st October 2022, I no longer have a regular presence here as I’ve moved on to a new role.
Anoush Mortazavi
Plusnet
Townman
Superuser
Superuser
Posts: 22,780
Thanks: 9,472
Fixes: 154
Registered: ‎22-08-2007

Re: Switched out and kept charging for 2 Months

@kitccwin 

A warm welcome to the forums.

  • Who is your new provider?
  • What service did you ask them to supply?
  • What did you not ask them to supply?

The world of swapping ISPs has with the advent of FTTP become somewhat complicated.  For a good while, there have been challenges in the migration process where a new provider does not take over the existing BT connection, as in for example migrating to Virgin Media - especially where the new provider is NOT ASKED to take over the telephone number.

In such circumstances (non-BT circuit provider and no number transfer) their is a very good chance that there will be no notification to the old provider (from the new provider) that service provision has moved and billing should cease.

With the arrival of FTTP, the situation is very similar, especially where the user requests that their existing number be "retained".  Similarly to Plusnet, not all FTTP ISPs are offering voice services, therefore if a user asks for their number to be retained when FTTP is provided, the new provider does not touch the old service AT ALL and it is left with the user to make new arrangements for the voice service ... and to advise the old provider that they have moved their broadband.

For illustration, that is the way things work if moving to Plusnet and switching to FTTP.

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.

kitccwin
Newbie
Posts: 2
Thanks: 1
Registered: ‎25-12-2022

Re: Switched out and kept charging for 2 Months

Thanks @Gandalf & @Townman .

I called the hotline and recieved confirmation email. Hope it get sorted out.

The new ISP is onestream, it supply line rental and DSL service.

It seems that switching broadband is not as easy as switching mobile services.😅

 

Townman
Superuser
Superuser
Posts: 22,780
Thanks: 9,472
Fixes: 154
Registered: ‎22-08-2007

Re: Switched out and kept charging for 2 Months

Looking at the Onestream site, it states…

“All new Onestream broadband packages are provided without a PSTN line. This type of service is known as SoGEA (single order generic ethernet access) This means that the broadband will be delivered in the same way to your home via a copper cable but it will not carry a voice service.”

That might infer that they did not cease the PTSN service … which could explain why Plusnet billing did not cease.

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.