Migrating broadband MAC problem

I have recently moved from Plusnet to O2 broadband. I requested the MAC Key, received it and supplied to O2 as per the process.

I am now being chased by Plusnet for £31 (£20 termination charge and £11 continued service) - as they are claiming O2 did not use the MAC Key. I have just phoned O2 and they say they have definitely used the MAC. I had little to no downtime during the migration so think this to be true.

I am now stuck between a rock and a hard place. Does anyone have any experience of this? What can I do? Any Plusnet staff able to help out?

Thanks
(Plusnet username: mettle)

Hiya,

Would you mind sending me a PM with the relevant ticket number?

The only cancellation fees I can see on the username you quoted aren't for that figure.

Either way - We wouldn't charge a cessation charge unless there actually was a cease involved, which we review after we receive notice that you have now migrated.

I'll be more than happy to review the account and help in any way I can.

Thanks James, I have PM'd you

My Parents are also migrating ISP (from Plusnet to TalkTalk) and have also been quoted a £31 cancellation fee. I can't believe this is correct just for providing a mac code. They've been with plusnet around 4 years.

James - can I give you a pm with details for you to investigate if you have a second please?

It's possible that your parents do owe a cancellation fee. Plusnet were at one time deferring 'free set-up' costs for five years.

Hi Rutter,

By all means, drop me a PM.

I suspect that it is the inclusion of the cessation charge, which wouldn't be payable if your parents are migrating using a MAC code.