Tiscali say £18.50 BT charge to change provider

fudgit-budget

I'm in the process of trying to change from tiscali to plusnet. I phone tiscali cancellations to get a MAC code and was informed that my service would be withdrawn with immediate effect (or within 24 hrs) and that I would incur a £18.50 charge (because as of the 14th Bt charge for any change of provider because they have to send an engineer out.
I said I would do some research into this before continuing.
has anyone ever heard of this charge, and why does my account have to end immediately as plusnet are going to take a few days?

notbritishgas

fudgit-budget wrote: »

I'm in the process of trying to change from tiscali to plusnet. I phone tiscali cancellations to get a MAC code and was informed that my service would be withdrawn with immediate effect (or within 24 hrs) and that I would incur a £18.50 charge (because as of the 14th Bt charge for any change of provider because they have to send an engineer out.
I said I would do some research into this before continuing.
has anyone ever heard of this charge, and why does my account have to end immediately as plusnet are going to take a few days?

I changed from Tiscali to Plusnet in early March. I received my MAC after 1 day and the switch went through OK, no mention of any charge of £18.
I thought that as long as you used your MAC the changeover was seamless (mine was) and hence no or minimal work by BT. If however you cancel your account then a charge becomes payable and you do lose service for a while.
I was on BT Wholesale ADsL, I do not know if you are LLU and whether that makes a difference.
I am however having problems with Tiscali billing, they carried on Debiting the whole months payment in the last bill instead of only 10 days worth. They have promised a refund by cheque but I am still waiting. Will see if they debit my account in May as well.

macman

Call them back and say you didn't ask to cancel, you asked for a MAC. A MAC is not a notice of cancellation, it is an option to quit. If you don't use it after 30 days it will expire and your existing service should continue.
Transfer is not chargeable if done by the MAC process. It only applies if you cancel one service and then start another.

mrJ_5

fudgit-budget wrote: »

I phone tiscali cancellations to get a MAC code and was informed that my service would be withdrawn with immediate effect (or within 24 hrs) and that I would incur a £18.50 charge (because as of the 14th Bt charge for any change of provider because they have to send an engineer out.

Sounds like a full cancellation to me, rather than using a MAC.... could be something to do with LLU, but cancellation may be more likely - get them to explain what the charge is exactly for... be it for MAC, ceasation, or an LLU line going back to BT (return to donor).

mrJ_5

macman wrote: »

Transfer is not chargeable if done by the MAC process.

Though your new provider may charge you if you are on an LLU line, and using the MAC process - Enta based ISPs charge c. £40 inc. VAT.

fudgit-budget

thanks for your replies, I'll get onto tiscali again tomorrow and post back how i get on.