Should I have told BT I'm moving to Plusnet?

[#1]

I was under the impression that when upgrading to Openreach FTTP from Openreach FTTC, the engineer would remove the old telephone line as part of the standard install. And like any other Openreach provider switch I didn't need to contact BT to tell them I'm moving to Plusnet. I remember confirming during signup that I was happy to lose my phone service.

Mine was done on Wednesday last week, since noticed the old one is still there. Not a problem, I'm happy for it to stay, but I've also noticed my BT Broadband account still looks active and I've heard nothing from them about being disconnected in the 3+ weeks since I placed an order.

Does this all sound normal or do I need to get in touch with someone?

[#2]

The telephone line won't have been removed but the phone service should have been ceased as part of the FTTP install. Tat in turn should have ceased the Fttc briadband

BT  should have sent you a 'sorry you're leaving'

[#3]

Moderator's note:
Thread moved from Full Fibre to My Order

[#4]

Since my last post I've connected my old BT Home Hub to the old copper line and confirmed it no longer connects to broadband - and as such the digital phone service via the Hub is also disconnected.

However, my BT account is still running, to the extent they've sent me a bill for the next month in the last few days, despite being moved to Plusnet a couple weeks earlier.

I've spoken to BT about this and they say they've not had any notification from Plusnet that I've moved over and suggested I get in touch with Plusnet to get this sorted. I'm hoping Plusnet can push through the transfer date to BT and their system will update to the correct migration date and sort out the billing retrospectively. 

Are there any Plusnet staff on the forums who can push this through for me or am I best phoning up?

[#5]

@sneakybifta 

I've spokenr to BT about this and they say they've not had any notification from Plusnet that I've moved over

They don't get notified by Plusnet, the order placed by Plusnet to cease the line, causes Openreach to notify the existing provider, BT in this case.

However, the line has obviously been ceased since

Since my last post I've connected my old BT Home Hub to the old copper line and confirmed it no longer connects to broadband - and as such the digital phone service via the Hub is also disconnected.

therefore they MUST have been notified or the broadband and phone would still be working

I suspect it's BT's systems that are at fault here, their billing system has not recognised the notification from Openreach.