2 ISP's on 1 line according to O2?!

Hope someone can advise me here!! )

I left O2 in May to migrate to Plusnet as I'd have enough of the slow speeds on O2 Access.

I got my MAC from O2 who said I had to send back the router, which I did. I gave Plusnet my MAC and my line was migrated on May 20th. I was a happy bunny again as I had useable broadband!

Yesterday I noticed O2 were still billing me for broadband, even though I had switched to Plusnet in May. I called them tonight and they told me the O2 service was still active on my line. They said I should have called them after migration had taken place to cancel my account with O2. They never actually told me this at the time I requested my MAC.

As they said they were still providing me with O2 broadband, I wasn't able to have a refend of just over £50. This seems very unfair to me as I have not been using their service for 3 months. They are fully aware that I used my MAC on the day it was issued.

I'm not too hot in this area, but would I be correct in saying that BT don't allow 2 different ISP's to be active on 1 line?

I also found this in their T&C:

"Your request for a MAC key is not deemed to be your notice of termination. However, if the MAC key is used by another broadband provider and if you do not provide notice under clause 7.4, the date that the MAC key was used will be taken to be the date that we received your notice of termination under clause 7.4(a)."

Are O2 just fobbing me off? Or is it possible that O2 broadband HAS been active on the same line as my Plusnet service? I am ready to fight O2 over this, but I need to understand what I'm taking about!

It is not so much two ISP's active, as the old one has simply not closed off the billing

To avoid this scenario people do advise telling old ISP your migration has taken place, otherwise it may be some weeks for them to notice

If O2 stopped so you knew to switch the password stuff to Plusnet, then the migration took place. NOTE Migration and billing are two very different things

I am kicking myself now for now cancelling the Direct Debit, but the drone on the telephone told me if I had done that I would have been in breach of my contract!?

O2's service had stopped working by the time I had got to setting up my new router from Plusnet.

It is just that O2's arguement is that their service is active on my line at the same time as my current Plusnet service. I just don't really know how to go about proving that it wasn't, if indeed it was at all possible in the first place. (

It is impossible to have 2 ISPs on the same line as they would each need to have their own kit on the 1 line. I suspect that they meant that you still had a (service) contract with them.

However, that quoted condition (7.7) is quite clear and you should hold then to it. You will still be liable for the 30 days after migration.

The fact it stopped working means its not active, just their billing computer says it is, see the disjoint

Great, thats exactly what I needed to know! So they were calling my bluff. ;o)

I will write to them asking for my refund, quoting their OWN T&C's and the info from you guys!

Many thanks!

If talking BT IPstream it is possible to have two active providers on one line, BTWholesale run a system that should stop this, but now and then it doesn't

If this was to happen both logins would work, but poster is saying one did not

If the O2 is unbundled o2 then it is impossible for the old ISP and O2 to work

In reply to a post by kennyn1980:

I left O2 in May to migrate to Plusnet...
...As they said they were still providing me with O2 broadband...

Show O2 your Plusnet usage figures and ask them to explain how you accumulated usage on Plusnet's network if you were still with O2.

In reply to a post by kennyn1980:

I am kicking myself now for now cancelling the Direct Debit, but the drone on the telephone told me if I had done that I would have been in breach of my contract!?

O2's service had stopped working by the time I had got to setting up my new router from Plusnet.

If you pay by direct debit, then you can dispute payments that you disagree with, and the bank is obliged to refund you. Write to O2, and tell them that you have disputed the payments with your bank, and ask O2 to provide evidence of ADSL service provision and usage during the disputed period. I had the same thing with Pipex a couple of years ago, and the bank made an immediate refund. It took Pipex another 4 months to refund the small balance still owing.