In reply to a post by Oldjim:

Not really
The clue is in the opening post

and got a new phone number (wasn't given any choice).

This would not happen on a migration

In that case the Plusnet website should therefore be updated to state that the cease charge will not be incurred when using a recognised migration process.

They could use BT's wording:

In reference to www.productsandservices.bt.com/products/broadband-cease-charge/?s_c...:

This charge will be raised should you:

Switch to another Broadband provider without following the standard transfer process*

* This requires you to contact your new provider.

In fact their previous wording was equally bad:

In reference to web.archive.org/web/20140220020012/http://www.plus.net/support/cust...:

Generally, the main reasons for broadband ceases are:

Switching providers without a MAC key

It seems like they have reworded it to BT Wholesale to account for the gaining provider led process. But as it stands, and as it stood before, they have granted themselves the ability to charge a cease fee for any MPF or SMPF migration.

The cease & reprovide argument doesn't really explain it either, since a BT Wholesale based provider could do that too.

Edited by Oliver341 (Tue 26-Jan-16 19:57:05)

and in one case BT themselves did just that creating a cease charge

Edited by deleted (Tue 26-Jan-16 20:03:53)

In reply to a post by Oldjim:

and in one case BT themselves did just that creating a cease charge

Yup, so it would appear the wording is not there to cover cease & reprovide scenarios, since they can occur in BT Wholesale migrations anyway.

It extends to the official T&C too:

In reference to www.plus.net/info2/legal/index.html#broadbandTerms:

10.1. Where our agreement ends (even after the expiry of any minimum term) you may be charged a "cessation fee" as set out in the Price Guide where:

10.1.2. you transfer to a service where: (i) the provider uses their own network to provide the service, or (ii) the provider uses BT's network like us, but they have their own equipment in your local exchange (often called Local Loop Unbundling)

So their T&C specifically allows them to charge a cease fee for migrations to LLU providers irrespective of the migration mechanism used by the gaining provider. Just plain wrong.

No
They only charge it when they are charged it by BTw as I explained in the earlier link
Do you expect them to absorb a charge caused purely by the receiving ISP doing the transfer incorrectly

In reply to a post by Oldjim:

They only charge it when they are charged it by BTw as I explained in the earlier link

The T&C as they stand Plusnet permission to charge a cease fee for all LLU migrations. They don't need to justify anything on a wholesale level since the T&C don't require them to.

If staff have clarified that the fee is only levied in the case that the recognised migration process has not been followed, be it via LLU or BTw, then the T&C should reflect this. The T&C take precedence over forum chat.

I don't disagree and we have pointed this out many times without any success