Switched to Plusnet

[#1]

Hi. I was wondering if anyone could point me in the way forward.

I joined Plusnet yesterday (switched from Virgin Media) and the BB was activated, no problems there.

However, I didn’t have an email from VM, so contacted them and they said that they haven’t heard anything and I needed to get Plusnet to email them saying their BB is activated.

With the one switch is this needed? I assumed it was all done for me (not a problem if it isn’t, I just need to know who I need to be chasing) I don’t want to be paying for 2 services.
I have checked VM BB this morning and it’s still active.

I did receive an email awhile back when I booked the switch from VM that confirmed I was switching on 29/4.

Thank you

[#2]

However, I didn’t have an email from VM, so contacted them and they said that they haven’t heard anything and I needed to get Plusnet to email them saying their BB is activated.

VM will have received notification from the OTS (One touch switch) system, they've just not processed it properly.

Asking Plusnet to send an email is rubbish I'm afraid, the notification of transfer comes directly from OTS.

I did receive an email awhile back when I booked the switch from VM that confirmed I was switching on 29/4.

That demonstrates that the switch was being handled by the OTS system and VM knew!

Complain to VM.

[#3]

Moderators Note

This topic has been moved from Broadband to My Order 

[#4 · Accepted solution]

Hi @JoannaM Thank you for contacting us on our Community Forum, I hope you are well.

Like @MisterW already mentioned, VM would have had already a switch notification through the One Touch Switch system, as they claim to have not received it, I have now re-sent the notification to VM through OTS advising the switch and order has completed on our end, I would advise to allow a further 24 hours before getting back in touch with VM. 

Please let me know if there's anything else we can look into for you

[#5]

I have now re-sent the notification to VM through OTS

@Tina11192 I wasn't aware that was possible. I'll remember that for the future.

[#6]

Hi @MisterW Yes, it is a new thing and we recently found out ourselves! Thanks to the one and only @Marsh that has always his eyes on these things 😁