Want to sign up but have a problem

Looking at signing up to plusnet but not sure if my phone line has been put on LLU.
When i check the packages on the plusnet site it says i can get free activation if i take the phone line aswell but when it shows the first bill its around £83.

It also says this at the top of the website after i select things and i am not sure if this is normal or if it is because my phone is LLU.

We'll collect the details needed to place your order.

An engineer will need to install a new phone line at your property. Once this has been done your broadband should be activated within 5-7 working days.

Can anyone advise me on anything here please and thanks in advance.

Edited by deleted (Thu 10-Jan-13 17:31:16)

Who is the line with at the moment?

Does this checker recognise your phone number?

In reply to a post by RobertoS:

Who is the line with at the moment?

Does this checker recognise your phone number?

Originally it was with pipex homecall but talk talk then took over.
That test says i can get all the options offered so i guess my line has not been LLU'd by talk talk (thank god).

Thanks for the reply

Edited by deleted (Thu 10-Jan-13 18:01:02)

In that case I'm not sure why Plusnet thinks you need a new line. Did you enter your phone number during sign-up?

In reply to a post by kasg:

In that case I'm not sure why Plusnet thinks you need a new line. Did you enter your phone number during sign-up?

I did but it would not find my address so i had to put it in manualy and this is why i thought my phone line was put on LLU.

The site will show every house number in the street on the list apart from mine.

Edited by deleted (Thu 10-Jan-13 18:12:39)

Does your address appear on the Royal Mail Postcode Checker? If not, Plusnet doesn't stand a chance!

In reply to a post by kasg:

Does your address appear on the Royal Mail Postcode Checker? If not, Plusnet doesn't stand a chance!

It does show up on there if i put my postcode in so i am not sure why it won't show on the plusnet checker.

I need to pop out for about 40 mins so will check back when i get home and thanks to everyone for the help.

Edited by deleted (Thu 10-Jan-13 18:22:41)

It should show a breakdown of Today's payment under Your Order on the R.

In reply to a post by animal007:

but when it shows the first bill its around £83.

About £76 is Today's payment for unlimited fibre w/out taking PN phone, if that's what you are after.

In reply to a post by XRaySpeX:

It should show a breakdown of Today's payment under Your Order on the R.

In reply to a post by animal007:

but when it shows the first bill its around £83.

About £76 is Today's payment for unlimited fibre w/out taking PN phone, if that's what you are after.

Thats the thing, I want to take the phone package aswell and it does state if i do then the £50 activation will be free but it still shows the bill as £83, I am not sure if this is normal and if the discount is added after the sign up.


I will go through the options again and link a screenshot of what i see as it might help a little more.

Pic 1
http://img.techpowerup.org/130110/1768.png

Pic 2
http://img.techpowerup.org/130110/22.png

I know it shows my home number on the pics but that is ok.

Could it be that i am just understanding things wrong?

Edited by deleted (Thu 10-Jan-13 22:36:10)

Yes, the "Installation Charge £49.99" shows that they are charging you to "install" a new line, which could mean taking it over from Full LLU. If it were BB w/out PN phone, it would show "Activation fee £50.00", so it's not that charge.

In reply to a post by XRaySpeX:

Yes, the "Installation Charge £49.99" shows that they are charging you to "install" a new line, which could mean taking it over from Full LLU. If it were BB w/out PN phone, it would show "Activation fee £50.00", so it's not that charge.

Thank you, Looks like talk talk are going to get some abuse from me as i never gave them permission to LLU my phone and this does seem to be the case allthough i will have to ring them tomoz to be 100% sure.

The only reason the phone is with talk talk is because they took over pipex homecall and before this happened my line was what i call a normal BT line.

I think i will ring plusnet and see if they can give me anymore info on this matter because as far as i am concerned i should not be having this problem and it does seem it has something to do with talk talk.

In all my years of having the internet i have never once has a problem changing over to another service.

Edited by deleted (Thu 10-Jan-13 20:52:33)

I think that calling Plusnet in the morning would be the best option.

In reply to a post by kasg:

I think that calling Plusnet in the morning would be the best option.

Yeah i was just thinking that and i supose i also need to ring talk talk to see if my line has been put on LLU.

One thing i think i forgot to mention is that my net is currently with o2 on LLU so could this be why it says i need a new phone line?

Edited by deleted (Thu 10-Jan-13 20:55:36)

I'm puzzled by the LLU thing because I didn't think the BT Wholesale checker would have recognised your number if it were LLU.

I was under the impression that you could only get O2 LLU on a WLR ("BT") line, not a LLU line operated by somebody else.
Something is not right there.

Post deleted by MrSaffron

Edited by deleted (Thu 10-Jan-13 21:09:00)

In reply to a post by animal007:

my net is currently with o2 on LLU so could this be why it says i need a new phone line?

No, O2 is only Partial LLU (BB only), so phone remains a "BT line".

But I thought you said earlier you were with TT?

Do you mean you were once with TT but now with O2? Perhaps your phone # is one allocated by TT, but then I'm surprised O2 could put BB on it w/out it going back to BT.

In reply to a post by XRaySpeX:

In reply to a post by animal007:

my net is currently with o2 on LLU so could this be why it says i need a new phone line?

No, O2 is only Partial LLU (BB only), so phone remains a "BT line".

But I thought you said earlier you were with TT?

Do you mean you were once with TT but now with O2? Perhaps your phone # is one allocated by TT, but then I'm surprised O2 could put BB on it w/out it going back to BT.

Sorry about that i will try an explain it all as best i can.

The phone line itself used to be with BT years ago and i had my internet with the original Pipex. We then moved everything to Pipex homecall because they offered cheap calls and internet and they also told us that my net itself would stay with the original pipex, After a lot of problems with the internet and after a lot of lies on there part i then moved my internet to o2.
The phone line stayed with pipex homecall.

Later down the line talk talk took over pipex homecall so that is how my phone line ended up with them.

Edited by deleted (Thu 10-Jan-13 21:18:20)

What was Pipex Homecall? A call package or a call + rental package?

Perhaps when you took that out the line stayed with BT, but when TT took over the line they also took it away from BT. O2 did not notice the change of "ownership" in the meantime as you already had their BB on it.

In reply to a post by XRaySpeX:

What was Pipex Homecall? A call package or a call + rental package?

Perhaps when you took that out the line stayed with BT, but when TT took over the line they also took it away from BT. O2 did not notice the change of "ownership" in the meantime as you already had their BB on it.

If i remember right it was line rental plus call package and internet, Sorry its hard to remember as we are going back some years now.

One thing i do remember is that Pipex homecall used tiscali network hence why i said about a lot of problems with the internet.

I moved to o2 for internet before talk talk took over pipex homecall and tiscali.
Damn so confusing lol.

Edited by deleted (Thu 10-Jan-13 21:46:38)

You probably should have blanked your phone number out of that image!

You said the checker I gave you recognised your number and gave you speed estimates for all the options.

That means categorically that the line is not LLU'ed.

You now say your broadband is on O2 LLU. That can only happen with a "BT not LLU" line.

That means categorically that the line is not LLU'ed.

As has been suggested, contact Plusnet. I have a strong feeling that the same happened to someone else recently, (the line being with O2 as well as the broadband), and the PN reps said there would be no charge, even though it was showing during the order process. That it would sort itself out later. There's a fair chance one of them will see this thread anyway tomorrow .

In reply to a post by RobertoS:

You said the checker I gave you recognised your number and gave you speed estimates for all the options.

That means categorically that the line is not LLU'ed.

You now say your broadband is on O2 LLU. That can only happen with a "BT not LLU" line.

That means categorically that the line is not LLU'ed.

As has been suggested, contact Plusnet. I have a strong feeling that the same happened to someone else recently, (the line being with O2 as well as the broadband), and the PN reps said there would be no charge, even though it was showing during the order process. That it would sort itself out later. There's a fair chance one of them will see this thread anyway tomorrow .

Will give them call in the morning and will also contact talk talk.

In reply to a post by RobertoS:

You now say your broadband is on O2 LLU. That can only happen with a "BT not LLU" line.

You discount my theory as impossible that when OP signed BB with O2, line was BTw (rental with Pipex) and when TT took over rental from Pipex they somehow made it a phone-only Partial LLU (in theory there can be such a thing?) and O2 never noticed?

If this were the case, it would be a v. peculiar situation and could well arise to contradictory results with checkers.

Edited by XRaySpeX (Fri 11-Jan-13 04:35:36)

In reply to a post by XRaySpeX:

In reply to a post by RobertoS:

You now say your broadband is on O2 LLU. That can only happen with a "BT not LLU" line.

You discount my theory as impossible that when OP signed BB with O2, line was BTw (rental with Pipex) and when TT took over rental from Pipex they somehow made it a phone-only Partial LLU (in theory there can be such a thing?) and O2 never noticed?

If this were the case, it would be a v. peculiar situation and could well arise to contradictory results with checkers.

Could be right. In 2005 Pipex started, in conjunction with BT, to LLU a number of exchanges on their own and with other companies. When Tiscali took over Pipex the trend continued however, they never advised customer of change.
Below is one example

Time to speak to line holder.

http://newsgroups.derkeiler.com/Archive/Uk/uk.teleco...

Edited by flippery (Fri 11-Jan-13 07:47:26)

In reply to a post by flippery:

In reply to a post by XRaySpeX:

In reply to a post by RobertoS:

You now say your broadband is on O2 LLU. That can only happen with a "BT not LLU" line.

You discount my theory as impossible that when OP signed BB with O2, line was BTw (rental with Pipex) and when TT took over rental from Pipex they somehow made it a phone-only Partial LLU (in theory there can be such a thing?) and O2 never noticed?

If this were the case, it would be a v. peculiar situation and could well arise to contradictory results with checkers.

Could be right. In 2005 Pipex started, in conjunction with BT, to LLU a number of exchanges on their own and with other companies. When Tiscali took over Pipex the trend continued however, they never advised customer of change.
Below is one example

Time to speak to line holder.

http://newsgroups.derkeiler.com/Archive/Uk/uk.teleco...

Will try and get it all sorted out today but if it does turn out something has gone on with my line then talk talk are going to get a mouth full from me as i do not do polite anymore to companys like this.
The sooner i get the line away from talk talk the better as i never did like them from day one.

In reply to a post by animal007:

Will try and get it all sorted out today but if it does turn out something has gone on with my line then talk talk are going to get a mouth full from me as i do not do polite anymore to companys like this.

Letting steam off is good for the blood pressure, but not sure it'll do any good to your phone line.
All you are going to do is insult a minimum-wage script monkey answering the phone - and I'm sure they would like to be working somewhere else too, if they had the choice.

In reply to a post by Uilebheist:

In reply to a post by animal007:

Will try and get it all sorted out today but if it does turn out something has gone on with my line then talk talk are going to get a mouth full from me as i do not do polite anymore to companys like this.

Letting steam off is good for the blood pressure, but not sure it'll do any good to your phone line.
All you are going to do is insult a minimum-wage script monkey answering the phone - and I'm sure they would like to be working somewhere else too, if they had the choice.

I will start of being polite but i bet i will end up shouting at someone down the phone because they never want to listen half the time lol.
I just want my phone line away from talk talk and i do not want anything to do with them ever again.
I had a feeling there would be problems when i found out talk talk were taking over pipex homecall/tiscali.

In reply to a post by flippery:

http://newsgroups.derkeiler.com/Archive/Uk/uk.teleco...

That wasn't what I was suggesting. That article is about LLU, Partial or Full, on BB; I was postulating Partial phone only LLU.

In reply to a post by XRaySpeX:

Perhaps when you took that out the line stayed with BT, but when TT took over the line they also took it away from BT. O2 did not notice the change of "ownership" in the meantime as you already had their BB on it.

I don't see how that would work. It involves a PSTN Cease, which also ceases any broadband on the line.

Furthermore, the physical line from he user is jumpered to the O2 DSLAM. I'd be fairly sure that LLU Phone would have to be jumpered to the TT DSLAM, even if the broadband wasn't TT.

In reply to a post by RobertoS:

In reply to a post by XRaySpeX:

Perhaps when you took that out the line stayed with BT, but when TT took over the line they also took it away from BT. O2 did not notice the change of "ownership" in the meantime as you already had their BB on it.

I don't see how that would work. It involves a PSTN Cease, which also ceases any broadband on the line.

Furthermore, the physical line from he user is jumpered to the O2 DSLAM. I'd be fairly sure that LLU Phone would have to be jumpered to the TT DSLAM, even if the broadband wasn't TT.

Either way If it turns out TalkTalk did move the phone line to there LLU then as far as i am concered they are in the wrong, They have no right to mess with my line without my permission and there is no way on this planet i will be paying for there mistakes and i will not put up with it at all.

Edited by deleted (Fri 11-Jan-13 09:29:45)

In reply to a post by RobertoS:

Furthermore, the physical line from he user is jumpered to the O2 DSLAM. I'd be fairly sure that LLU Phone would have to be jumpered to the TT DSLAM, even if the broadband wasn't TT.

I thought there could well be some hardware complications and wondered if the DSLAMs could be in series.

In reply to a post by XRaySpeX:

In reply to a post by RobertoS:

Furthermore, the physical line from he user is jumpered to the O2 DSLAM. I'd be fairly sure that LLU Phone would have to be jumpered to the TT DSLAM, even if the broadband wasn't TT.

I thought there could well be some hardware complications and wondered if the DSLAMs could be in series.

I just thought, There is no point me checking broadband checkers as this will always say and can move my internet, The problem is on the phone line side of it so all the checkers are useless in a sense.

Right if i understand what i am reading then i am now 99.9999% sure TalkTalk put me on there LLU thingy.

Bt phone package checker came back with this.
Our line check shows you don't currently have a BT phone line. To get a BT phone line and broadband, please choose one of our great value Broadband and Calls packages.

Edited by deleted (Fri 11-Jan-13 09:41:54)

In reply to a post by animal007:

There is no point me checking broadband checkers as this will always say and can move my internet,

Yes, but they should always say that they need to install new line as PN's did.

Post deleted by animal007

Edited by deleted (Fri 11-Jan-13 10:13:36)

Post deleted by animal007

Let us know how things go .
And you have a "Quote" of your own post that could do with deleting.

In reply to a post by animal007:

Right if i understand what i am reading then i am now 99.9999% sure TalkTalk put me on there LLU thingy.

Your phone line must be on BT Wholesale since the BT Wholesale checker recognises it. The BT Retail checker is going to be less accurate.

Agreed, in a way.

Possibly the Retail one does recognise it, and is just telling him the line rental has to be with BT Retail in order to get BT Retail broadband. As that is the case.

Edited by RobertoS (Fri 11-Jan-13 14:36:34)

Removed picture link so posters telephone number not visible

Phone only LLU does not exist, if the phone line is unbundled the broadband would be too

Its easy enough

WLR line with TalkTalk
SMPF LLU broadband with O2

It may be the Plusnet system is seeing the number as a TalkTalk one, and thus making a mistaken assumption that the line is unbundled by them. TalkTalk WLR only is a fairly rare beast these days.

In reply to a post by MrSaffron:

Its easy enough

WLR line with TalkTalk
SMPF LLU broadband with O2

Yes, that's what I've been saying throughout the thread.

Ah! So much for my theory.

Then PN checker must be wrong, the whole point of this thread.

Just a small update for now but plusnet are looking into why the website says i need a new line and they are also testing things from there end , Once i hear more i will update this thread.

Edited by deleted (Sat 12-Jan-13 22:17:04)

Plusnet got back to me today and this is what was said.

Thank you for providing us with that information I have run a check through our systems to see if the address and phone line is recognised on the BT network, unfortunately the address is not being found. As you are with o2 you should be on the BT line as you are aware, so the best way to proceed with this without having any install charges will be to contact o2 to ask them to get in contact with BT wholesale to ensure your address and line is recognised on the BT network.

Edited by deleted (Sun 13-Jan-13 11:46:55)

Ah, it is your address that is the problem.

You confirmed earlier that BTw Availability Checker recognised your phone #. What about their Address Checker?

I would have thought it best to get directly on to BT and tell them that it does not recognise your addy, but you have BB with O2 so you must have a BTw line.

This is interesting as I have checked a few addresses on the BTW checker (while reading the thread on "fibre broadband"about the new checker) and many of them weren't recognised. The phone numbers were recognised in all cases.
Maybe they've done something to their database.

It's a little disappointing that Plusnet is not offering to do that for you, O2 has nothing to gain by doing it.

In reply to a post by kasg:

It's a little disappointing that Plusnet is not offering to do that for you, O2 has nothing to gain by doing it.

I fully agree with plusnet, Its not there line and i have no services with them so they have no control over anything to make changes.
The problem is that my line is no longer registered at this address. (TalkTalk way of blocking moves maybe)
I had a good chat with o2 who also ran the test to see if i could take there phone package and they get the same error as plusnet.

o2 said i needed to contact TalkTalk and get them to re register my line back to this address so i did and now talktalk are being awkward about it

Edited by deleted (Mon 14-Jan-13 12:21:00)

TalkTalk are registered with Omsbudsman Services. If TT are being really awkward I would tell them they must either do it or give you a deadlock letter/email for you to send to Ombudsman Services. Don't do this by phone, and if it's website email form that doesn't send you a copy, copy it before submitting, and save it in a word processor.

If they refuse to do either, then I reckon the refusal itself will constitute a deadlock communication. So you can then complain to Ombudsman Services.

Edited by RobertoS (Mon 14-Jan-13 13:36:10)

In reply to a post by RobertoS:

If they refuse to do either, then I reckon the refusal itself will constitute a deadlock communication. So you can then complain to Ombudsman Services.

Only after 8 wks.

No. The 8 weeks is without a deadlock letter. With a deadlock letter, or in my opinion a refusal to solve the problem or issue one which is de facto a deadlock letter, the complaint can follow immediately.

Well, the problem is that your interpretation my differ from the ombusdman's. They could just as well say that a refusal to issue a deadlock letter implies that they are still trying to solve the problem (OK, we all know they aren't).
On the other hand, if TT is making it difficult to move the line to another provider, I'm sure Ofcon need to be informed.

In reply to a post by RobertoS:

or in my opinion a refusal to solve the problem or issue one which is de facto a deadlock letter, the complaint can follow immediately.

No, absence of a letter does not constitute a deadlock letter.

In reference to www.ombudsman-services.org/who-can-we-help-communications.html#final:

Before you can use our service you must tell the company you are unhappy with about your problem and follow its complaints procedure.

The company has up to eight weeks to resolve your problem.

If, during this time, you receive a letter from the company which says that it will no longer be handling your complaint or the company tells you that it has reached its final position, and you are not satisfied, you should let us know.

The company may refer to this as a deadlock letter. You can see more about this on the Explaining your final position section of this website.

If eight weeks pass and your complaint has not been resolved to your satisfaction, you should let us know.

Try again! You are ignoring essential parts of what I said to the poster.

tell them they must either do it or give you a deadlock letter/email for you to send to Ombudsman Services. Don't do this by phone, and if it's website email form that doesn't send you a copy, copy it before submitting, and save it in a word processor.

The complaint and refusal would obviously be accompanied by that saved document.

Wy the heck else do you think I gave those very specific instructions?

The customer is supposed to first of all make a complaint using TT's complaint procedures.
I don't think giving an ultimatum is contemplated by the procedures.
In other words, this behaviour may make the ombudsman refuse to look at the complaint,

The customer is supposed to first of all make a complaint using TT's complaint procedures.
I don't think giving an ultimatum is contemplated by the procedures.

That's a valid point.

In other words, this behaviour may make the ombudsman refuse to look at the complaint,

According to the OP they are refusing to look at the problem, ie a complaint about the incorrect information they are propagating.

Edited by RobertoS (Mon 14-Jan-13 20:58:25)

You try again! Being awkward about it is not a refusal, and that's all the OP has said TT has done so far. I have an ongoing formal complaint with Orange (not re BB) and they are "being awkward" about it in that they are taking their time replying, have not overcome the issue and have not offered any explanation for it; yet they are still in correspondence about it but have not said they can do nothing further (deadlock). As 8 weeks have not yet passed, I cannot take it to the ADR (and the Press and OFCOM ).

I'm only interested in what has actually happened with OP's issue, not what might or might not happen were he to follow your ill-advised advice. You ignore the greater possibility that they just reply saying they are looking at it or might not reply at all.

Anyway to go to the ADR you 1st need to follow the firm's complaint procedure which will certainly not accommodate ultimatums such as you suggest.

In reply to a post by RobertoS:

According to the OP they are refusing to look at the problem

Where's he say that? There is no refusal yet; only in your mind.

There being awkward because I am not the account holder so i have had to send them 3 emails now even though i have sent the info they asked for twice already.
The account is in dads name but when it comes to problems i have to always sort things out as my family does not understand it like i do, Its the same when it comes to the internet, the net is in my sisters name yet she does not live here or pay the bill but i cant even get this ammended as o2 say i need to terminate the account and renew it.

Dad does not have time to sort this stuff out due to his working hours and there is no way on earth he will take a day off to sort this out himself as he feels its not his problem and i fully agree.

The hole reason we wanted to move was to make things cheaper untill i start work again (seasonal work for me) but at this rate i will be back at work before saving any money at all. We also want to get everything put in my name to make life easyer in the long run.

We never once had any trouble in the past moving phone provider untill this asshat talktalk took over the line, Worst thing is we never even moved the line to talktalk, they just took over the old company we was with.

If i could afford to just pay the £50 for a new line i dont even need i would as i hate TalkTalk with a passion.

Just tryed to get onto there forums and it says Your telephone / account number combination is missing from our database or the account is no longer active

God damn micky mouse company.

Edited by deleted (Tue 15-Jan-13 11:57:19)

Can't you send an email using his email address, not yours? The email address that is registered on the account?

All becomes clear from the OP's latest post.

I was, and am, particularly in the light of that post, taking "awkward" and "refusing" to be synonymous. It could never be anything else in the context of the whole thread. If it were not, the address would have been changed .

I think we need to stop this fight and both try to help the guy. Uilebheist did make an important point, but it is now clear the OP using his own credentials cannot even do that.

My email is the one registered to the online account.
Please note i gave them all the account details needed such as dads full name and our address and account number.

I was the one who setup the online account as they said dad could save money if one was setup but like i said below i am the only pc user and no one is touching my pc.

I am the only user of a pc in this house and also the only user of the internet.
The rest of my family would not even know how to turn a pc on and i will not let anyone touch my pc not even if they payed me.

Edited by deleted (Tue 15-Jan-13 12:20:21)

So how do TT know you are not the account holder?

In reply to a post by RobertoS:

So how do TT know you are not the account holder?

I think it was because of the first email i sent, I was sure i put dads name on the form but after i sent it the reply from TalkTalk came back with my name on it.

The 3rd email i sent with all the info on was sent using dads name but now there has been no reply at all so i am going to try and ring them in a few mins.

Edited by deleted (Tue 15-Jan-13 12:25:11)

In reply to a post by animal007:

so i am going to try and ring them in a few mins.

You'd best do everything in writing. In fact, to progress this formally and follow the complaints procedure, your best bet is to write a letter signed by your Dad and headed "Complaint" and then they cannot refuse to deal with you.

EDIT: Even send it Recorded Delivery.

Edited by XRaySpeX (Tue 15-Jan-13 12:41:34)

In reply to a post by XRaySpeX:

In reply to a post by animal007:

so i am going to try and ring them in a few mins.

You'd best do everything in writing. In fact, to progress this formally and follow the complaints procedure, your best bet is to write a letter signed by your Dad and headed "Complaint" and then they cannot refuse to deal with you.

EDIT: Even send it Recorded Delivery.

on phone to them as i type this and i am getting nowere, they think i am my dad as i have all the details infront of me.

Now i have been passed on to 3 people and its like talking to a brick wall.

Edited by deleted (Tue 15-Jan-13 13:00:52)

As I tell you, you'll get nowhere phoning.

In reply to a post by XRaySpeX:

As I tell you, you'll get nowhere phoning.

Why? All calls are recorded. Always ask for persons name as reference. Then request line manager etc.
As OP is not being listened to. As you say make complaint as below by email and letter.
Include representatives names in complaint.
Request information as how line has become LLU when and how. As you have had O2 broadband ( include dates). Request that your line be returned to BTW as it obviously was to have O2 broadband.
To be honest I would copy letter to CEO office at same time.

http://help.talktalk.co.uk/app/answers/detail/a_id/2...

In reply to a post by XRaySpeX:

As I tell you, you'll get nowhere phoning.

I'm starting to agree but this last try seems to be getting me somewere but we will see in a few mins.

In reply to a post by flippery:

Why? All calls are recorded.

But sometimes, for some strange reason, the recording cannot be located when a customer disputes what was said during a chat.

In reply to a post by flippery:

All calls are recorded.

So they might say, but it doesn't always happen and even if it does, it can be very difficult to get the recording from them.

OP's line is not LLU'd for phone. It's his recorded address that seems to be the issue.

In reply to a post by flippery:

In reply to a post by XRaySpeX:

As I tell you, you'll get nowhere phoning.

Why? All calls are recorded. Always ask for persons name as reference. Then request line manager etc.
As OP is not being listened to. As you say make complaint as below by email and letter.
Include representatives names in complaint.
Request information as how line has become LLU when and how. As you have had O2 broadband ( include dates). Request that your line be returned to BTW as it obviously was to have O2 broadband.
To be honest I would copy letter to CEO office at same time.

http://help.talktalk.co.uk/app/answers/detail/a_id/2...

Being passed over to a manager apprently but i bet the line goes dead before they answer.

In reply to a post by Oliver341:

In reply to a post by flippery:

Why? All calls are recorded.

But sometimes, for some strange reason, the recording cannot be located when a customer disputes what was said during a chat.

The manager is totaly uselssss, He is trying to say the charge plusnet is talking about is a connection fee from moving the phone package and this would be the case no matter who i try and move my phone to. Now i don't know if this is true or not as we never had this type of charge from any other phone provider in the past.

In reply to a post by animal007:

The manager is totaly uselssss, He is trying to say the charge plusnet is talking about is a connection fee from moving the phone package and this would be the case no matter who i try and move my phone to.

The charge would only be applicable for a phone transfer from LLU to BTw, and we've established you're on BTw. So yeah, best writing to complaints.

In reply to a post by Oliver341:

In reply to a post by animal007:

The manager is totaly uselssss, He is trying to say the charge plusnet is talking about is a connection fee from moving the phone package and this would be the case no matter who i try and move my phone to.

The charge would only be applicable for a phone transfer from LLU to BTw, and we've established you're on BTw. So yeah, best writing to complaints.

Right well after getting off the phone to TalkTalk i decided to contact plusnet again and guess what?
They can offer me what i want without a new line being needed but this was not the case before lol, Now this makes no sense at all inless the TalkTalk manager did something his end without saying anything to me.
At least its good news so within the next few days hopefull it will all be moved to plusnet.

Edited by deleted (Tue 15-Jan-13 14:36:29)

In reply to a post by animal007:

Right well after getting off the phone to TalkTalk i decided to contact plusnet again and guess what?
They can offer me what i want without a new line being needed but this was not the case before lol, Now this makes no sense at all inless the TalkTalk manager did something his end without saying anything to me.
At least its good news so within the next few days hopefull it will all be moved to plusnet.

Might have been an issue at Plusnet's end then. Glad it's sorted, anyway.

In reply to a post by Oliver341:

In reply to a post by animal007:

Right well after getting off the phone to TalkTalk i decided to contact plusnet again and guess what?
They can offer me what i want without a new line being needed but this was not the case before lol, Now this makes no sense at all inless the TalkTalk manager did something his end without saying anything to me.
At least its good news so within the next few days hopefull it will all be moved to plusnet.

Might have been an issue at Plusnet's end then. Glad it's sorted, anyway.

Thats is true but seems odd how the o2 checker now says i can take the phone without a new line, Same for sky, It wasen't like this before i talked to TalkTalk today.
I am just happy things can now progress
Thanks to everyone for your help.

As XRaySpeX and Oliver341 say, you need to do this in writing as a formal complaint, and get your dad to sign it.

See this page.

Tells you all about everything that has been suggested.

The above was written before seeing it had been fixed.

Looks like you get from BT sometimes - "No fault found", but mysteriously it has gone away.

Good luck.

Edited by RobertoS (Tue 15-Jan-13 14:47:21)

In reply to a post by RobertoS:

As XRaySpeX and Oliver341 say, you need to do this in writing as a formal complaint, and get your dad to sign it.

See this page.

Tells you all about everything that has been suggested.

The above was written before seeing it had been fixed.

Looks like you get from BT sometimes - "No fault found", but mysteriously it has gone away.

Good luck.

Thanks

I will have to do all this over the phone but before i do i am guessing i also need to contact o2 to get a mac code?

Great!

Must be TT did something w/out telling you as all those sites suddenly recognise your line different from before.

In reply to a post by XRaySpeX:

Great!

Must be TT did something w/out telling you as all those sites suddenly recognise your line different from before.

Thats what i am thinking as the manager did say he was checking the sky website to see if they say i need a new line and this time it all chekced out fine but the other day when i did the same check it said i did need a new line lol.

Oh well its sorted now so happy days.

Do i need to contact o2 now to get a mac code?

Edited by deleted (Tue 15-Jan-13 15:42:41)

Yes, always request a MAC when migrating BB on a BT line. Should be sent to you within a week; often within hours. Give it to new ISP on applying, via webform or phone.

What is the time between asking for the MAC and the notice period needed to cancel with previous isp and giving the MAC to the new isp?

In reply to a post by scopio:

What is the time between asking for the MAC and the notice period needed to cancel with previous isp and giving the MAC to the new isp?

As far as i know o2 ask that we don't use the mac code for 7 days. The mac code itself may take upto 7 days to be sent but its usualy sent by email within a few hours.
I am also on the original legacy package so technicaly i have been out of contract for years so hopefully it will be easy to leave.

More info here.
http://service.o2.co.uk/IQ/SRVS/CGI-BIN/WEBCGI.EXE?N...

Edited by deleted (Tue 15-Jan-13 17:19:14)

O2 have a strange requirement that you do not submit the MAC to your chosen new ISP for 7 days. Wierd, and a nuisance, but arguing would send your blood pressure back up just when it's coming down. If you do use in within 7 days they charge an "express cancellation" fee .

The good side is that O2 take the issue of the MAC as the start of your 30-days notice. IIRC they also refund any unused part of your monthly subscription, (so don't cancel your Direct Debit or they can't), but don't hold me to that.

Remember they will send you a pre-paid jiffy bag to return the O2 box. Get a (free) "Proof of Posting" from the Post Office, as if it gets lost they accept that as proof you did send it so don't charge for it.

Quite how things work with moving both to Plusnet I'm not dead sure. I think usually they take the broadband first, then the line afterwards. I thonk that is OK with O2 as IIRC they give you a grace period to move it. Best to check with them that I'm right.

Thanks again, that is the reason I asked as there is a certain procedure to follow when to ask for the MAC, cancelling notice and the use of the MAC by the new isp so as avoid any hidden charges etc.

This will make you laugh, i have asked so many times in the past for o2 to send me a pre-paid jiffy bag so i can send back old routers and now i have a stack of routers as the pre-paid jiffy bag never turns up no matter how many times i ask lol.

I have not once had o2 try and charge me for not sending the routers back (not my fualt realy as i have tryed time and time again to get them to send me a pre-paid jiffy bag)

I just hope this time round they will send a pre-paid jiffy bag to send this router back lol.

They should offer you a prepaid jiffy bag when you ask for your MAC. If not, prompt them!!

I got my MAC off O2 within an hour or so of asking, used it 7 days later and was on Plusnet another 12 days after that. I'm with BT for phone line rental and TalkTalk for calls, both transfer to Plusnet on Monday 21st, 14 days after the broadband (I think this is standard practice to allow the losing companies to confirm you want you do this).

Everything has been fine for me so far, hope it goes well for you too.

In reply to a post by bluefish2303:

14 days after the broadband (I think this is standard practice to allow the losing companies to confirm you want you do this).

It is. And if they send you a letter asking if you object to move the phone line, make sure you don't...

In reply to a post by scopio:

What is the time between asking for the MAC and the notice period needed to cancel with previous isp and giving the MAC to the new isp?

Quoting this again as i had a nice long chat with o2 lastnight regarding mac codes.
I was assured that once i am sent the mac code i can use it as soon as i want and there is no charge at all. All i have to do is contact o2 within 7 days of using the mac code to tell them i want to close my account.

In reply to a post by animal007:

In reply to a post by scopio:

What is the time between asking for the MAC and the notice period needed to cancel with previous isp and giving the MAC to the new isp?

Quoting this again as i had a nice long chat with o2 lastnight regarding mac codes.
I was assured that once i am sent the mac code i can use it as soon as i want and there is no charge at all. All i have to do is contact o2 within 7 days of using the mac code to tell them i want to close my account.

That is good news, as for asking for the MAC and when to use it has been subject to much discussion, controversy and uncertainty.
Thanks for clarifying it.

In reply to a post by scopio:

In reply to a post by animal007:

In reply to a post by scopio:

What is the time between asking for the MAC and the notice period needed to cancel with previous isp and giving the MAC to the new isp?

Quoting this again as i had a nice long chat with o2 lastnight regarding mac codes.
I was assured that once i am sent the mac code i can use it as soon as i want and there is no charge at all. All i have to do is contact o2 within 7 days of using the mac code to tell them i want to close my account.

That is good news, as for asking for the MAC and when to use it has been subject to much discussion, controversy and uncertainty.
Thanks for clarifying it.

I am not sure that is as definitive as it sounds... Yes you can use your MAC straight away but O2 were very clear about the express termination fee when I queried it (twice).

In fact the wording of the email you get that contains the MAC is unequivocal on this point: 'Don't forget our seven day notice period. As long as you wait seven days from the date you told us you wanted to leave, we won't charge you. If you're still in a contract though, we'll have to charge you for leaving it early. '

The last charge mentioned relates to paying up the remainder of your contract; I was out of contract so was only concerned about not paying the express termination fee.

Finally, your account will close naturally once the transfer is complete; you should receive a final bill and that will be that.

Well this definetly clarifies that the MAC should only be used 7 days after it is asked for and that a charge would be made if you cancel the contract before it has expired. Reason to make sure you are out of contract. There is stiil the subject, that you still have to give O2 notice (of thirty days?) by email or otherwise that you do want to cancel the service, as I understand it, although not sure when this should be done.

All I can say is that I have not given (nor been asked to give) O2 notice in writing.

As you have spoken to O2 this may not apply to you but, the Terms and Conditions for O2 Home Broadband and O2 Home Phone Services do state the following; which I think is meant for people still in contract and not for those out of contract I presume!
http://www.o2.co.uk/termsandconditions/broadband/hom...

8.4 After the Cooling Off Period, you may terminate your contract:

a) for our 12 month packages, by sending us seven (7) days� notice by email, fax, in writing or by calling us. You can also give us notice by ordering service with a new supplier, but please make sure that we get the right amount of notice, as set out above. The details can be found on the Contact Us page of the Website. The postal address is: Customer Service, PO Box 202, Houghton Regis, LU6 9AG. You must pay all Charges incurred up to and during the seven (7) days (as applicable);

Edited bold

Edited by deleted (Fri 18-Jan-13 13:46:06)

Finaly requested a MAC key from 02 only took them 5 mins to send it to .

I currently have the phone socket in my bedroom and its the older type bt socket so i am guessing someone will have to come out and maybe fit a new faceplate.

My question is, Will they put this faceplate where i want it or will i be forced to have it put elsewere?

I want the faceplate/socket to stay in my room like it is now and i refuse to have it put elsewere in the house because this will mean running an extention cables up the stairs and i do not wish to do this.

Depends if it is the master socket...if not then they would have to run an extension from there to your room.

In reply to a post by bluefish2303:

Depends if it is the master socket...if not then they would have to run an extension from there to your room.

Yes its the master socket and the only socket in the house, I had it put in my room when we had to have the line fixed a good few years back, I do use an extension but its just for routing the phone downstairs.

The master socket used to be in the hallway but it started to annoy me when ever there was a problem as BT always blamed the exstension even though it was an outside problem that took 3 engineer visits to fix.

Since the line was fixed we have had no problems at all and my internet connection has been solid syncing around 1.386 kbps up / 19.243 kbps down.

Edited by deleted (Mon 21-Jan-13 17:33:27)

Shouldn't be an issue then.

Good luck with the migration, hope yours goes as smoothly as mine went.

In reply to a post by bluefish2303:

Shouldn't be an issue then.

Good luck with the migration, hope yours goes as smoothly as mine went.

Thanks

So after a lot of hassles and messing about i finaly got to signing up today and the service is due to go live on the 8th next week.

It turns out that TalkTalk tryed to partialy llu my phone line so this is why i was not showing on bt's database but in the end it was not a problem and i will not be charged for a new phone line

Will update this next week if all goes to plan and i will be glad to see the back of TalkTalk as they realy are useless and not very helpfull at all.

Well things are not looking great at the moment, After getting everything sorted on the phone i decided to login to my plusnet account only to find my house address was wrong.

I then noticed there was a note on my account saying
there's been a problem progressing your broadband order.

We'll get some more information on the problem and update this ticket with details as soon as we have them.

[internal note]
Order has been cancelled. Please check Install Diary and resubmit order once issue is resolved.

I have spoken to them since but its worrying not knowing whats going on now.
At this rate it looks like i will be stuck with o2 and it feels like i am going to run into problems every time i try move my services to a new provider.

Edited by deleted (Sat 02-Feb-13 15:25:54)