How do you cancel a cease request ??

AdamBrunt

Hi all,

Just got the following email from my technophobe aunt:

I had a phone call on Saturday - a man trying to to get me to change my
phone and computer over to Talk Talk. He wouldn't get off the phone
and was very persistent. He insisted I had signed up to everything
although I told him I had not. His Manager then spoke to me confirming
everything and telling me everything would be in the post in a day or
two. I confimed to her that I had not agreed to anything. She did
say, I believe, that there would be a few days in which I could change my mind.

I have now had an e-mail from Plusnet saying everything had been
cancelled and asking me to confirm what was going on. I replied,
asking them not to cancel anything and that I had not agreed to
anything. Now I have had another e-mail saying they cannot receive
e-mails. The current position is that it looks as if I am in the
process of switching over to Talk Talk which I am not happy about.

By the sounds of it, this sounds typical of TalkTalk and looks like they have ordered a service switch when they weren't asked to.

According to my Aunt's account at Plus.net there is an open support ticket (created at 8:45PM on Saturday) which states:

A LLU PSTN cease has been placed on this account.
This is due to complete on 25/07/2011.

How does she go about cancelling this cease request ? Through TalkTalk or through Plus.net ?

TIA for any help.

Regards,

Adam Brunt

hareng

Best of luck, sorry.

They copped me on that several years ago, except they denied anything going through, literally days before.

bod1467

Own group of companies? Plusnet is a BT subsidiary not TalkTalk, isn't it?

macman

Write to TT and cancel using the cooling-off period.
Write to Plusnet confirming that you do not wish to switch.
And get her to register with the TPS and not to talk to strange (sales)men any more...
Could she not have just put the phone down?

spike7451

You can't.Once a cease has been placed it takes about 5 days to be completed & no changes can be made during that time.I'm going by what I know from working for Sky & Orange.

macman

But TT do claim to offer a 'no strings' cancellation period?

ihateyes

macman wrote: »

But TT do claim to offer a 'no strings' cancellation period?

talk talk are scumbags..... from what the lady says, even the manager was as persistent as the sales agent.....

persistent bloody rodents

spike7451

macman wrote: »

But TT do claim to offer a 'no strings' cancellation period?

They can cancel the order no problem,but the cease has to complete.Once that is done,a re-apply order is placed which takes around 5 days &,again,the order can't be modified.
(we call it,ironically,a 'Cease & Re-Apply Order')
This is part of the reason the companies give a 14 day (ish) cancellation period.Basically,once the cease has completed,the line has to be re-provisioned.

macman

So what happens if the line has been LLU'd in the meantime and the OP doesn't want to go back to BT for line rental?
Their 'no quibble' policy offers a 30 day cancellation period, though it doesn't specify the date from which that commences-presumably from date of order.

spike7451

macman wrote: »

So what happens if the line has been LLU'd in the meantime and the OP doesn't want to go back to BT for line rental?
Their 'no quibble' policy offers a 30 day cancellation period, though it doesn't specify the date from which that commences-presumably from date of order.

The cease orders are sent thru to BT Wholesale to complete (same with any other work) once that is done,the company the customer has gone with can then send the re-provision order thru to be done.The re-provision order can,with some companies,be started while the cease is in progress,but can't be submitted until the cease is completed.
When a cease is in progress,an error message will show up on the broadband checker,like the BT Openreach one I use,that'll say "A cease is currently in progress on this line,please wait for this to be completed before submitting another order' (or something like that)

AdamBrunt

spike7451 wrote: »

They can cancel the order no problem,but the cease has to complete.Once that is done,a re-apply order is placed which takes around 5 days &,again,the order can't be modified.
(we call it,ironically,a 'Cease & Re-Apply Order')
This is part of the reason the companies give a 14 day (ish) cancellation period.Basically,once the cease has completed,the line has to be re-provisioned.

So you're saying that thanks to the !!!!ing fraudulent !!!!s at TalkTalk, my aunt is going to have no internet connection for nearly a week through no fault of her own ??