being billed an early cancellation fee for switching to BT social tariff?

[#1]

Hello,

Recently we switched from plusnet to BT social tariff after finding out we were eligible. According to the BT social tariff website, you should be able to make the switch with no extra charge if you're an already existing plusnet member. But we have just been billed an expensive early cancellation fee from plusnet anyway? Why is this? No where in this process were we informed there may be cancellation fees, the website makes it seem like there wouldnt be one. We dont have the money to pay the fees, hence why we were going onto a social tariff in the first place...

Little bit confused. Any advice?

[#2]

Did you contact Plusnet to explain you wished to transfer to the BT social tariff ? Without that contact they have no way to know that the transfer was to a social tariff and so ETCs would automatically be applied.

I suggest ou contact customer services to explain and see if the ETCs can be waived

[#3]

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@philipbennett55 wrote:

According to the BT social tariff website, you should be able to make the switch with no extra charge if you're an already existing plusnet member. But we have just been billed an expensive early cancellation fee from plusnet anyway? Why is this? No where in this process were we informed there may be cancellation fees, the website makes it seem like there wouldnt be one.

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Did you request this transfer direct with BT or through Plusnet customer support?

BT Home Essentials Broadband | Universal Credit Broadband

How do I get Home Essentials?

You can switch over for no extra charge if you’re an existing BT, EE or Plusnet broadband customer who’s eligible for our Home Essentials package.

Call your provider number and we’ll handle the rest:

BT customers please call 0800 800 150
Monday - Friday 8am - 9pm Saturday - Sunday 8am - 8pm

EE customers please call 0800 079 5122
Monday - Friday 8am - 9pm Saturday - Sunday 8am - 8pm

Plusnet customers please call 0800 432 0200
Monday - Sunday 8am - 8pm

The website is clear that to exit without "extra charges" (termination fees), you need to call Plusnet - did you do that?  The above somewhat infers that if you do not follow this guidance, then you might be subject to "extra charges".

[#4]

Yes, I contacted the plusnet phone number, and the plusnet staff member who answered is the one who switched me over. I have had no contact with anyone from BT so far, except the person who installed the fibre optic (we were using copper line before)

[#5]

Yes plusnet is who I contacted, and plusnet are the ones who handled the switch.

[#6]

@philipbennett55 in that case , you need to contact Plusnet again and ask why they have charged ETCs, they shouldn't be.

It may be its just the automated systems...

[#7]

@MisterW

Now you mention it, I seem to recall a process characteristic by which ETCs are raised … and then credited in some of the ETC free exit routes. Maybe one to clarify in the SU space?

[#8]

@Townman Now you mention it, I seem to recall a process characteristic by which ETCs are raised … and then credited in some of the ETC free exit routes.

ISTR that was to do with transferring business accounts when business was closing.

I can see this process following a similar path with regards to ETCs though...

[#9]

Hi @philipbennett55 

I'm sorry to hear this has happened.

I've not been able to locate your account with the details on your forum profile.

Can you drop me a PM with your username so I can look into this further