Did your friend migrate to LLU or stay on BTw when they moved to TT?

I'm not sure if TT have got LLU running at all their supported exchanges.

When I migrated away I asked for a MAC and that was all I requested. I moved away and I only realised a month or so later that my account had been downgraded to PAYG. I didn't ask for it and I didn't need it. I could have posted in the forums during that time too but chose not to because it would have been unfair. In the end I had to raise a ticket asking them to delete my details and remove my account from their system.

He migrated to an exactly similar product: DslMax to DslMax. His exchange is not unundled yet.

His TT connection went live on 27Sep. He raised a ticket on 05Oct simply to inform PN that his migration had completed, and to ask if he could cancel his DD with his bank (note: cancel his DD, NOT cancel his account!). The response to the ticket on 06Oct was:

From: <[email protected]>
To: <****.plus.com>
Sent: Friday, October 06, 2006 5:16 AM
Subject: PlusNet - Question has been amended or escalated

Username ****

We are pleased to be able to inform you that a member of our Customer Support Centre has now escalated your Question [number 20430613 ] for further investigation.

The following comment was added to the Question Dear Mr ****, On inspection, I can confirm that no further paymen ts are due, and as such, i ahve clsoed the account.

You can indeed cancel the Direct Debit with the bank.

Unforutnatly, the card details cannot be removed via the portal. I ahve however removed these for you.

Regards,
Agent Name

So it looks like that particular "agent" took it upon himself to trash my friend's account. I didn't realise the significance of "i ahve clsoed the account" at that time. I assumed it just referred to account management on the portal - he could no longer log into the "Member Centre", but he continued to have access to his email. However on 13Oct that, too, ceased.. When the account was reactivated later that day, his mail was gone!

sb248

I would have thought that you'd still have access to the portal even if you are a PAYG customer, you wouldn't have access to any webspace any more but I believe that it used to be standard practice to downgrade everyone to PAYG upon leaving so that they could bolster up their customer numbers.

AFAIK they don't count PAYG customers toward the important numbers now so this is why they cancel them instead?

Don't expect sense or logic.

They make their policies on the hoof, don't live by them and foget to tell anyone else on the team when a new one has been born.