Being charged after contract ended

[#1]

HI, looking for some advice. I moved my contract to Vodafone in July 24. The fibre supplied by Vodafone has digitial voice as part of the package. I received a text from plusnet when I placed the vodafone order, to say "sorry you're leaving etc". I just noticed today that I've still been being billed by plusnet £28 per month for line rental. 

I called plusnet today and they said Vodafone should have let them know they needed to cancel the contract, but also said "it's also our fault so I'll credit you a month of bill payment".

I've paid 3 months of line rental since the contract should have ended

I'm not sure who I direct my complaint to, is it Vodafone? However plusnet obviously knew I was leaving as they sent me a text back in June when I signed up with Vodafone

any advice would be helpful

thanks

[#2]

When I left Plusnet (FTTC and landline) and moved to Zen (FTTP with digital voice) I noted that as soon as the number port completed (within less than two hours of the fibre installation) my old phone number had changed ( I checked via plugging in an old phone to the master socket and dialling 17070). 

Therefore, if you were on ADSL or FTTC with Plusnet, as soon as the number port completed your account would be closed (as it was associated with the telephone number) and so Plusnet have no excuse for billing you beyond that date unless that date was within your 14 day notice period and only then for the balance of that 14 days.

If your Vodaphone service is provided over an Altnet then there is an issue that the systems may not have communicated properly with Plusnet (on the OR network) and so if the original installation date was changed from the one they obviously knew about as they sent the "sorry you are leaving" text Plusnet may not have been aware, But, as I said once your number was ported then the account would have ceased.

I would raise a complaint with Plusnet as they do seem to be in error.

[#3]

@Sweep I have popped you over a Private Message

[#4]

@Sweep 

It would be interesting to learn what the 'drains-up' reports here.

Assuming that you existing number was transferred to the Vodaphone service, their action of importing the number SHOULD have cause BT Openreach to notify Plusnet that the service had been moved.  BT Openreach's failure to notify losing providers that assets have been transferred is legion.

@willcutforth in passing ... should this case have been detected by the "still billing on not-owned-assets" check script(s)?

[#5]

@Townman  It should have been and it should have closed the account but i don't think either has worked unfortunately.

[#6]

Sorry I forgot to get back to this. So it's not clear who is responsible? As in who I need to ask to pay back the line rental I've been incorrectly charged?

[#7]

Hi Will, I sent you over the details of my account, if you get time could you look into this?

thanks

[#8]

Hiya @Sweep 

It doesn't look like anything has come through, were these sent via a private message? 

[#9]

Hi. Yes it was via pm. Can you tell me how to try again? Thanks

[#10]

I have sent you one

[#11]

hi, Did you get my PM? thanks

[#12]

Hi @Sweep 

I'm really sorry to hear that this has happened.

I've created a ticket on your account with more details which you should get a e-mail copy of

Let us know if there's anything else we can help with

[#13]

Hi all, I am still struggling with this and now I am no longer with plusnet I seem not to be able to log into my account. The last message said a ticket was raised, but I don't know what that means really. Thanks

[#14]

Hey @Sweep,

If you receive an email from us about a raised ticket, it means we’ve sent you an update regarding your account. Most likely, this is related to the generation of a final bill. If you were in credit or due a refund, this will be addressed in the email. Here is a direct link to the most recent email from one of our agents.

https://www.plus.net/wizard/?p=view_question&id=244792264

[#15]

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@Sweep wrote:

I am still struggling with this and now I am no longer with plusnet I seem not to be able to log into my account.

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@Marsh 

If the user cannot log into the user portal, they cannot access the ticket link provided.