BT Transfer

[#1]

Plusnet Broadband was transferred from BT on 18th May 2022, at the end of my contract with BT.
I am under the impression that all cancellations of the BT Broadband would be handled by Plusnet but this morning I have received an Email from BT saying I have ordered Broadband Fibre 1, with effect from today for 18 months.
For this order, that I did not make, I am expected to pay over £100.
My questions are, who placed this order in my name? and why wasn't my existing broadband with BT cancelled by you? and should I cancel the order with BT or leave it for Plusnet to sort?
Regards Ivor White

[#2 · Accepted solution]

Assuming that your PlusNet broadband is active, then its not possible for BT to be supplying you as well.

When transferring, the gaining ISP does not cancel directly with the existing supplier, they place a transfer order with Openreach/BT wholesale and its they who inform the existing supplier. Most of the communication is done automatically and its not unknown for some suppliers to 'lose' the cancellation. My guess is that's whats happened in this case.

I'd start by contacting BT retail and asking them to explain why they think they are supplying you with broadband since you have transferred to PlusNet. I'm afraid Plusnet can't contact BT directly , they are not allowed to by Ofcom.

[#3]

Spoke to BT rep. who says he has raised it with the concern team who should cancel the contract renewal and confirm by email in the next 7 days.

[#4]

That's good. Make sure they do confirm it, and chase them up if they dont.