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Being charged after contract ended

Sweep
Grafter
Posts: 26
Thanks: 1
Registered: ‎14-01-2023

Being charged after contract ended

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

11 REPLIES 11
jgb
Champion
Posts: 889
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Registered: ‎01-08-2007

Re: Being charged after contract ended

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.

willcutforth
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 1,718
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Registered: ‎27-11-2020

Re: Being charged after contract ended

@Sweep I have popped you over a Private Message

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 Will Cutforth
 Plusnet Help Team
Townman
Superuser
Superuser
Posts: 23,982
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Registered: ‎22-08-2007

Re: Being charged after contract ended

@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)?

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.

willcutforth
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 1,718
Thanks: 80
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Registered: ‎27-11-2020

Re: Being charged after contract ended

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

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 Will Cutforth
 Plusnet Help Team
Sweep
Grafter
Posts: 26
Thanks: 1
Registered: ‎14-01-2023

Re: Being charged after contract ended

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?

Sweep
Grafter
Posts: 26
Thanks: 1
Registered: ‎14-01-2023

Re: Being charged after contract ended

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

thanks

SammyM
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 2,043
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Registered: ‎22-01-2018

Re: Being charged after contract ended

Hiya @Sweep 

 

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

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 Sammy M - Sheffield Team
 Plusnet Help Team
Sweep
Grafter
Posts: 26
Thanks: 1
Registered: ‎14-01-2023

Re: Being charged after contract ended

Hi. Yes it was via pm. Can you tell me how to try again? Thanks
SammyM
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 2,043
Fixes: 101
Registered: ‎22-01-2018

Re: Being charged after contract ended

I have sent you one Smiley

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 Sammy M - Sheffield Team
 Plusnet Help Team
Sweep
Grafter
Posts: 26
Thanks: 1
Registered: ‎14-01-2023

Re: Being charged after contract ended

hi, Did you get my PM? thanks

MatthewWheeler
Plusnet Help Team
Plusnet Help Team
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Registered: ‎01-01-2012

Re: Being charged after contract ended

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

After the 3rd of November I will have a limited presence here as I have moved to a new role
If this post resolved your issue please click the 'This fixed my problem' button
 Matthew Wheeler
 Plusnet Help Team