changing isp
i have placed a order with sky and sky have told me there having problems due to bt/plusnet and cant transfer it
is this plusnet trying to get there £30 fee or just stop me leaving ?
We wouldn't intentionally prevent you from leaving if that's what you wanted to do.
Leave that with me for now, I'll have a look over your account and get back to you.
I've had a look over your account and phone/broadband assets and can't see any reason why Sky shouldn't be able to take the service over.
I can see that we received a broadband cease notification yesterday, that would appear to be an attempt to take over the broadband asset, however we have had no notification against the phone line.
Then at 4am this morning, our suppliers advised us that the broadband order had been cancelled.
Are you taking both your phone and broadband to Sky? As they would usually place a simultaneous order, to take over both services at the same time to avoid you experiencing a loss of service, so if you are taking both to Sky, it's odd that a broadband cease was raised but no phone transfer.
I see you've contacted us this morning before making this post, and advised you'll be speaking to Sky about this again. Are Sky able to give you any more information about what specifically is causing their order to fail?
I appreciate they have advised "They're having problems with us/BT" but I'm not seeing anything on our side that should be causing problems.
Plusnet provide on the BT network (Basic Single Line), where as LLU providers such as Sky and Talktalk generally provide on LLU (Local Loop Unbundling/MPF lines).
This basically means that although some of the connection will run along the same Openreach maintained copper lines, LLU providers also have their own equipment in the exchange, unbundling themselves from the rest of the 'local loop'.
The cessation fee would be applicable when moving from us to an LLU provider:
https://www.plus.net/help/my-account/charges-for-removing-broadband/
When would I have to pay it?
You'd only need to pay the charge if the broadband service is being taken off your phone line. Typical reasons for this are:
- the phone line that your broadband's on has been cut off
- you cancel your broadband account without switching to another provider
- you switch to a provider who uses their own network (like a cable provider)
- you move to a provider who uses their own equipment in your exchange (often called Local Loop Unbundling)
