Time for Plusnet to be honest with their customers
Hi Docmikebell,
A warm welcome to the forums. A really positive first post over the issues with providing service. Indeed such open honesty about things is beneficial in that it clearly manages expectations.
However, not wanting to shoot the messenger, with the same openness you might be a victim of your own actions here...
When migrating suppliers, it is essential to leave the whole of the migration process to the acquiring service provider. At the point you notify your existing service provider that you want to terminate THEIR services, they will place a cease order on the phone line. If there are any other take-over orders on the line, since they own the line, they can cancel them without reference to anyone.
Once there is a cease order on a line, no other order can be placed on that line until the cease order if fulfilled (on the end of service date) or is cancelled by the current service provider. In such situations, the acquiring service provider cannot place new orders, until the service is ceased.
I am sure that this is not what you want to hear and (understandably) no service agent is going to suggest to you on the phone that the situation is consequential to your actions - it might be truthful, but its only going to give you a bigger hump!
All that said, in the time after the 4th Jan, there is a multitude of issues which could arise when trying to place the order on the now "free of tie" phone line, any of which could have been honestly advised in the manner you suggest. I just hope that BTOR has not completely lost your old phone number for you... as its down to their rules that there cannot be more than one order on a line at one given time.
EDIT: Thanks AO, more than one typo there!
A warm welcome to the forums. A really positive first post over the issues with providing service. Indeed such open honesty about things is beneficial in that it clearly manages expectations.
However, not wanting to shoot the messenger, with the same openness you might be a victim of your own actions here...
Quote from: docmikebell If I had received that honest message I would still have phone and ADSL from Eclipse.net. Instead I gave them one month's notice the same day that I placed my order for phone and Fibre Broadband with PlusNet (4th Dec 2015).
When migrating suppliers, it is essential to leave the whole of the migration process to the acquiring service provider. At the point you notify your existing service provider that you want to terminate THEIR services, they will place a cease order on the phone line. If there are any other take-over orders on the line, since they own the line, they can cancel them without reference to anyone.
Once there is a cease order on a line, no other order can be placed on that line until the cease order if fulfilled (on the end of service date) or is cancelled by the current service provider. In such situations, the acquiring service provider cannot place new orders, until the service is ceased.
I am sure that this is not what you want to hear and (understandably) no service agent is going to suggest to you on the phone that the situation is consequential to your actions - it might be truthful, but its only going to give you a bigger hump!
All that said, in the time after the 4th Jan, there is a multitude of issues which could arise when trying to place the order on the now "free of tie" phone line, any of which could have been honestly advised in the manner you suggest. I just hope that BTOR has not completely lost your old phone number for you... as its down to their rules that there cannot be more than one order on a line at one given time.
EDIT: Thanks AO, more than one typo there!
Quote from: Townman ....... At the point you notify your existing service provider that you want to terminate THEIR services, they will please a case order on the phone line.........
You mean cease order
