Switched to BT but PlusNet is still billing us
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Switched to BT but PlusNet is still billing us
15-10-2023 5:20 PM
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The small organization for which I am treasurer had a PlusNet Business contract, which is due to end in a couple of months. As PlusNet is no longer offering business contracts, we already switched to a BT business contract with no phone service, and the new service went live a few days before the end of our latest billing period. However, we still received a PlusNet bill as normal, and there is no sign yet in the online account that PlusNet has noticed the change. Is this normal, or do I have to chase this up to ensure we aren't paying twice?
Re: Switched to BT but PlusNet is still billing us
15-10-2023 5:33 PM - edited 15-10-2023 5:35 PM
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Did you ask Plusnet to initiate your move to BT Business?
Was the BT service supplied as a new service or existing service take over?
Only if you asked Plusnet to initiate the transfer to BT Business AND BT Business provided the new service as a TAKOVER activity will...
- ETCs be waived
- Plusnet be notified that the existing service has been ceased
The note "with no phone service" strongly infers that BT Business did not take over the existing service, therefore will not have ceased the telephone service ... thereby Plusnet will have no knowledge that someone else is providing an ALTERNATIVE connection for you.
For an existing provider to know that you have moved, the existing service must be MOVED to the new supplier. It would seem that BT has probably fouled up here ... which is not overly surprising. You should contact COTS to sort out your Plusnet account ... expect to pay ETCs.
Contact Customer Options Team (aka COTS)
COTs is the place to go to if you want to find out anything to do with your contract in respect of leaving, renewing or simply enquiring about early termination charges (ETCs). They have their own number and tend to answer quicker than the general customer service number.
Direct dial numbers
- 0800 013 2632 or 0800 079 1133(from within the UK)
- +44 330 123 9197 (from abroad)
- Available...
- 8am - 8pm Monday to Friday
- 9am - 7pm Saturday
- 9am - 6pm Sunday
In another browser tab, login into the Plusnet user portal BEFORE clicking the fault & ticket links
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.
If this post helped, please click the Thumbs Up and if it fixed your issue, please click the This fixed my problem green button below.
Re: Switched to BT but PlusNet is still billing us
15-10-2023 5:48 PM
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Thanks, I'll try that. As I understood it there was no option to continue the existing service because of the 'Stop sell' issue, and we didn't really need the phone line any more and did need a business contract, so I just signed up for the cheapest BT package (which I think I got to via a link on the Plusnet site) without informing Plusnet directly and assumed that would do the trick. (I don't enjoy making phone calls and wanted to avoid that if possible.)
Re: Switched to BT but PlusNet is still billing us
15-10-2023 5:55 PM
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Has it been 28 days since the switch?
Your final bill would be within 28 days after you move.
Re: Switched to BT but PlusNet is still billing us
15-10-2023 5:59 PM
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About 20 days so far.
Re: Switched to BT but PlusNet is still billing us
15-10-2023 7:36 PM
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Thought I’d clarify the part regarding termination fees. These should not be charged for any of our business lines regardless how they are closed.
@saguaro if you can private message me the account username, I’ll be happy to look into what’s happened.
Re: Switched to BT but PlusNet is still billing us
16-10-2023 12:23 AM
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Thank you for the clarification of the evolving policy on ETCs.. My mind was still back with the paradigm where Plusnet needed to initiate the migration of the business service to BT to avoid ETCs.
In another browser tab, login into the Plusnet user portal BEFORE clicking the fault & ticket links
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.
If this post helped, please click the Thumbs Up and if it fixed your issue, please click the This fixed my problem green button below.
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