Moved to another provider, but BT didn't cancel...

Hello all.

Been a long time since I posted here last.

This might be a weird/strange/long post, do bear with me.

Had been with BT as a internet provider since the days of dial-up. Reasonably happy customer, else I wouldn't have stayed so long.

In spring 2011 I decided I'd like to upgrade the current fixed 2Mb adsl to a newer "up to 8Mb" service, but didn't fancy the BT 18 month contract, in case things didn't go so well (line length issues, etc etc) with the new service and if issues did arise having to contact BT support.

Looking around Plusnet got some decent reviews and the UK based call centre was a plus point. Contacted BT for a MAC and passed it to Plusnet. Migration went smoothly, service decent and few issues really. Have been with them since and even upgraded to Fibre in 2012.

Now the reason for this post. A letter arrived in late Dec 2013 from BT headed your final bill and mentioning an amount of credit (less than £10). At the right hand side it says "Sorry you're leaving BT" and at the top states the bill is for "BT BB Option 3".

Probably partially my fault for not paying enough attention, but BT have taken a DD every month since I moved to Plusnet.

Gave BT a call today, first person I spoke to wasn't in billing, but was in UK. However couldn't deal with the issue and so passed me across to billing. 15 minutes of being on hold I get through. Sadly unable to get the CS rep to understand what the problem really was. Weirdly though, according to his screen my service was cancelled on the 16th Dec 2013. I certainly haven't contacted them in December, so cannot understand why the account has now been ceased after all this time.

So, what is the best way to resolve this and do I get any of the money back for an unused service?

Thanks for reading

In reply to a post by vultura:

Contacted BT for a MAC and passed it to Plusnet.

Sounds like you did not give them the required notice as per their T&Cs even tho' you asked for a MAC:

In reference to www.productsandservices.bt.com/consumerProducts/dynamicmodules/page...:

21. If you are switching to another provider through an approved process, the notice you must give us will be 14 days.

Using a MAC is not always the same as giving notice of termination.

All the same, it doesn't seem right that thay have taken money when they are aware you've left. All you can do is write to them explaining the situation.

One for MrSaffron I think,

I suspect your a victim of BT's sneaky automatic renew/revolving contracts from that time period.

I thought ofcom ruling auto-renewal is banned and not allow for all isp's.

Edited by adslmax (Tue 18-Feb-14 02:13:29)

It happens .. sometimes it is BT's fault and other times the customer's fault.

Firstly, get a statement from Plusnet that shows you have been using and paying them since the change. Then, write to BT formally giving your side of the story and attaching a copy of the statement from Plusnet. Give BT time to investigate and respond to you - don't expect it to take a few days though. If the address is not on the letter you received then you will need to speak with billing again and find the address for billing complaints - just don't go into detail with them

From almost every similar case I have heard of, it has been settled amicably and a refund received.

Thanks, will try that and see what happens.

To be honest I cannot recall with 100% certainty if I did or didn't ask for termination of service.

Quick update: Had a call from a BT representative tonight. Line was very quiet and so difficult to understand, but it was stated multiple times that there was nothing anyone could do to resolve my issue, even if I wrote to them.

Don't accept that.

Follow it up formally in writing. Ask for a formal written response detailing their position and when they expect to refund you.

In reply to a post by vultura:

Quick update: Had a call from a BT representative tonight. Line was very quiet and so difficult to understand, but it was stated multiple times that there was nothing anyone could do to resolve my issue, even if I wrote to them.

MHC gives outstanding advice. The first line customer service are working within set parameters, but they can deviate. I am sure if you push further you will get a satisfactory resolution, if at any stage it seems like they are closing the matter down on the phone, ask for it to be escalated even higher.

No I won't accept that, as far as I am concerned they have charged me over £900 for a service that hasn't been used.

If I can get a proportion of that back it would be better than nothing.

And when you do write, make sure you mention that you have "moved to PlusNet - a BT subsidiary".

There's also the point that they get notified when a migration out has completed.

Every ISP I've left has said "Yes, we already know", when I've rung to confirm I've gone. Which I always do as a matter of course to prevent this sort of scenario.

A quick check with CAB is probably worthwhile.

But in cases like this is it down to negotiation and how good the companies records are in terms of time. It may be so long that any call recordings have since been wiped.

Sadly Plusnet are unable to provide a written letter stating how long I have been with them.

They did however say that I could easily print out the monthly billing statements from their member centre.

I shall print out some, say every two or three months and send those with my letter to BT at the below address (found from the BT site).

BT Correspondence Centre
Providence Row
Durham
DH98 1BT

The first one should be all you need.

Have you got any emails or texts from the Plusnet order system through to connection?

Do you use the tbb speed test and retain the log?

In reply to a post by RobertoS:

The first one should be all you need.

Have you got any emails or texts from the Plusnet order system through to connection?

Do you use the tbb speed test and retain the log?

Just to add, wouldn't the original Tickets (that PN copiously produce during changeover) still be on the System - that the OP could print out??

In reply to a post by johnjburness:

Just to add, wouldn't the original Tickets (that PN copiously produce during changeover) still be on the System - that the OP could print out??

Not that I can find them sadly.

In reply to a post by RobertoS:

The first one should be all you need.

Have you got any emails or texts from the Plusnet order system through to connection?

Do you use the tbb speed test and retain the log?

No I don't have logs and only emails are welcome ones and the monthly bills.

However in the member centre I did find the account details, which shows address, phone number the service is provided on, start date and next billing date. Have printed that out and included with the letter to BT.

Thanks for the replies

What about any speedtests here, there will be a list in "My Profile" on the Main Site. If there are any, your IP address will be shown and that can be tied to BT or PlusNet.

In reply to a post by MHC:

What about any speedtests here, there will be a list in "My Profile" on the Main Site. If there are any, your IP address will be shown and that can be tied to BT or PlusNet.

So what you are wondering is my IP address one from blocks held by BT or Plusnet? If so it's definitely Plusnet.

As it happens I have some tests here from 2008, then nothing until 2011 when I changed to Plusnet where I did quite a few in Dec 2011 as I had issues caused by a line fault, then a number again over period October 2012 to December 2012 after upgrade to fibre.

In any case the first letter is on its way to BT via signed for post.

So thus you have proof you were using Plusnet at that time. Every piece of evidence might be useful.

Which is why I asked much earlier if you did tbb speed tests.