Your browser isn't supported
It looks like you're using an old web browser. To get the most out of the site and to ensure guides display correctly, we suggest upgrading your browser now. Download the latest:

Welcome to the MSE Forums

We're home to a fantastic community of MoneySavers but anyone can post. Please exercise caution & report spam, illegal, offensive or libellous posts/messages: click "report" or email forumteam@. Skimlinks & other affiliated links are turned on

    • Rahven
    • By Rahven 13th Jul 17, 6:16 PM
    • 1,216Posts
    • 47,134Thanks
    Problem with transfer from BT to Plusnet
    • #1
    • 13th Jul 17, 6:16 PM
    Problem with transfer from BT to Plusnet 13th Jul 17 at 6:16 PM
    On 5th July I signed up with Plusnet for transfer of my fibre broadband and home phone.

    I've had confirmation of the home phone transfer from both of them, but not confirmation of the broadband transfer from BT.

    Last night I got a letter from BT saying that they were transferring my home phone but I'll still be charged for broadband as that's not being transferred.

    I contacted spoke to BT today and they said they've had no order from Plusnet and will not transfer my broadband without an advice of transfer from Plusnet - they said I should chase Plusnet to send it to them.

    Plusnet said they sent it on 5th and everything is fine. They have refused to contact BT about this again to confirm. Various reasons - we're an inbound centre & we can't do outbound, BT won't talk to us because of data protection etc.

    I'm now totally in the middle with each one blaming it on the other one and Plusnet saying everything will be fine, whilst BT say it absolutely will not be!

    Plusnet will not contact BT and BT won't accept anything from me (even the reference numbers that Plusnet have given me but won't give to BT) - I'm totally stuck. Any advice?
    Gamer and saver
Page 1
    • iniltous
    • By iniltous 13th Jul 17, 7:59 PM
    • 1,492 Posts
    • 537 Thanks
    • #2
    • 13th Jul 17, 7:59 PM
    • #2
    • 13th Jul 17, 7:59 PM
    I don't think you can have 'BT Infinity' without a BT landline, so, presumably , when the BT landline goes, and you have confirmation from BT and Plusnet this is going to happen, then by default the BT Infinity also goes ...however, its possible you may be without broadband for a period, I think they will move your connection within the fibre cabinet from one port to another, so you need to hope the date of the 'BT' port cease and 'Plusnet' port start are aligned.
Welcome to our new Forum!

Our aim is to save you money quickly and easily. We hope you like it!

Forum Team Contact us

Live Stats

2,228Posts Today

8,851Users online

Martin's Twitter
  • Happy Birthday Jordon. 21 today. Wish you as good a day as you can, and hope you are out of hospital and on the m?

  • Got a Help to buy ISA? You have an urgent decision to make or risk missing out on £1,000s. I explain in detail here?

  • URGENT warning to all prospective first time buyers. You need to decide NOW if you are moving your help to buy ISA?

  • Follow Martin