BT / PlusNet problem

bambaloo

Hello!

Wonder if anyone can help me with this one...

My flatmate moved out at the end of last week and had the BT account in her name. I phoned BT to ask them to change it into my name, but as they share the line with PlusNet, my broadband company, they told me that they'd need to disconnect me and then reconnect me. They assured me that this wouldn't cause any problems. How wrong they were...

As they disconnected the phone line, they also disconnected the broadband. I've now got my phone line back, but had to contact the broadband company to reconnect. I've not been able to speak to anyone on the phone as their customer service is abismal and I've had to wait on the line for an hour before just being cut off... I've managed to get hold of them through email and PlusNet say it'll cost me £50 to reactivate the broadband! When I try to contact BT to complain, they say it's not their fault and try to offer me their broadband. I've complained bitterly to PlusNet via email but I'm being ignored.

I'm so frustrated and very angry! Has anyone any suggestions?

Thanks!
Ems

Astaroth

Unfortunately Plus.net has heavy cancellation fees too unless you have been with them for many years otherwise it would be a case of canceling the account and just resubscribing as a new customer again.

It may be cheaper to do this but then the cancellation fee will restart ticking and you will tie yourself in to another 12 month contract.

Madasafish_Customer_Care

Hi Bambaloo,

I'm really sorry that this happened to you and it is very frusterating.

I would like to note so that other people who may be reading this do not get caught out too: that if you change the account holder's name on a BT phone bill they will (every time) disconnect your services including your broadband. When a disconnect happens the ISP has to pay BT to reinstall the ADSL (Broadband) on your line and the ISP usually passes that charge onto the customer (we do if you're within the first 12 month contract).

In your case Bambaloo - where are you in your contract with Plusnet? If you're out of contract could you not just cancel and then sign up as a new customer? That might get you out of paying the reconnection fees.

Kind regards,
Samara

ps. Try posting the same post in the ADSL Guide forum for Plusnet - there are two fellows who work for Plusnet that are very active in that forum who are interested in helping customers out.

JohalaReewi

Perhaps you can claim any costs you incur in getting your broadband back, from BT. After all, their staff advised you that there would be no problem. Maybe a letter of complaint to someone senior at BT would be a good start. don't bother phoning you only get help centre staff who can't do anything.

When my father arranged something similar for his BT phone line, BT rang him up and told him that if they went ahead, he could lose his broadband and so he should check with his ISP beforehand. So they do know about it.

I also recommend using the ADSLguide forum to get your Plusnet problem sorted. You are more likely to get a faster result there than by phoning customer services. Unfortunately, one of the good guys is on holiday at the moment.

hjb123

Did you inform the broadband company that you were going to be temporarily disconnected at all?