Plusnet, what is the meaning of this?
Having looked at your account the scheduled cancellation has been actioned correctly.
We do acknowledge that your services were migrated out on the 15th, however residential accounts are cancelled with 10 days notice. That notice period began when you sent the letter to us. We could have closed the account straight away for you but you would not have received any of the confirmation e-mails from us or had a chance to log into the portal, this is why in cases like this we use common sense and have added a few extra days so that the account can be closed on the day before your next billing date.
No further payments are to be taken and the account now and we can confirm that you no longer hold any services with us, to confirm the account will close automatically on the 27th of September, that's unless you would like me to change it to a free pay as you go account so that you can continue receiving e-mail to the Plusnet address you originally registered with us.
We do acknowledge that your services were migrated out on the 15th, however residential accounts are cancelled with 10 days notice. That notice period began when you sent the letter to us. We could have closed the account straight away for you but you would not have received any of the confirmation e-mails from us or had a chance to log into the portal, this is why in cases like this we use common sense and have added a few extra days so that the account can be closed on the day before your next billing date.
No further payments are to be taken and the account now and we can confirm that you no longer hold any services with us, to confirm the account will close automatically on the 27th of September, that's unless you would like me to change it to a free pay as you go account so that you can continue receiving e-mail to the Plusnet address you originally registered with us.
johpal,
I'm sorry if this wasn't made clear, its a simple matter of if we had been transparent about this you wouldn't have had to raise some concerns about it.
Lorenzo48 ,
I'll raise this issue with the customer options team who handle these requests.
I'm sorry if this wasn't made clear, its a simple matter of if we had been transparent about this you wouldn't have had to raise some concerns about it.
Quote Any chance it can be added as auto text to the MAC ticket response?
Lorenzo48 ,
I'll raise this issue with the customer options team who handle these requests.
Quote from: _Adam_Walker_ We do acknowledge that your services were migrated out on the 15th, however residential accounts are cancelled with 10 days notice. That notice period began when you sent the letter to us.
How did he migrate out? I was unaware of any way of migrating without using a MAC. If so his 10 day notice period started the day he requested his MAC. Is it a case that when the letter was received someone overwrote the date notice was given (date MAC requested) with the date of the letter?
Quote from: _Adam_Walker_ Having looked at your account the scheduled cancellation has been actioned correctly.
Wrong! I think you need to look again Adam!
I believe he is due a refund for the period 15th to 18th as he gave notice more than 10 days before the 15th having requested his MAC on 28th August.
No you are wrong. There are two totally separate parts to this, the contractual and the termination of the service.
Contractually, the notice period starts the day you request your MAC and is 10 days. All that this notice period relates to is the minimum period you must pay for your connection. You pay for either the 10 days or to the date your service is terminated whichever is the later.
Termination of service occurs either when Plusnet receive notification from BT Wholesale or when the user notifies Plusnet that the migration has completed. Either of these can occur after the event, but Plusnet can find out the date the actual migration completed.
Contractually, the notice period starts the day you request your MAC and is 10 days. All that this notice period relates to is the minimum period you must pay for your connection. You pay for either the 10 days or to the date your service is terminated whichever is the later.
Termination of service occurs either when Plusnet receive notification from BT Wholesale or when the user notifies Plusnet that the migration has completed. Either of these can occur after the event, but Plusnet can find out the date the actual migration completed.
I suspect someone actually processed the letter on the 16/17th and set the start of the 10 day notice on the account not noticing that there was already a notice period in effect as a result of the MAC request. Letters like that should only be actioned AFTER the 30 days of the MAC validity has expired.
I suspect the confusion has arisen because the letter said he wished to terminate the account (i.e. instruct BT to turn off the broadband totally) when he was actually migrating out.
I suspect the confusion has arisen because the letter said he wished to terminate the account (i.e. instruct BT to turn off the broadband totally) when he was actually migrating out.
Let there be no doubt; my letter was crystal clear that my service was being transferred on 15-Sep-2010, I quoted the MAC key, its generation date and included a copy of the confirmatory email from O2. PN had acknowledged the transfer of my home phone, but not broadband. I wanted to take no chances, but this is what I ended up with.
A model of clarity (NOT).
A model of clarity (NOT).
