02 have not cancelled broadband- 3 months later

mdujhr

Hi everyone,

apologies if this is posted in the wrong section.

I requested a mac code to change my broadband provider from 02 to BT back in august of this year. I spoke with BT and they said they would take care of everything, and that I wouldn't need to do anything more.

Two days ago I received a message from 02 saying they would be taking money out of my account on the 11th of this month. I went back through my messages and found they had continued to do so since August (I know it's my fault for not realising this earlier). I spoke with o2 about this a day ago, and they said the mac code had not been processed which was why they had continued to bill me. I rang BT and was assured it would not have been possible to activate my account with them, and provide me with a broadband service had the mac code not been processed. They provided me with details of when I gave them the mac code, and then the date on which it was activated. I rang 02 again and explained the situation. They said the 'tags' on their system had not been removed and because I had not physically phoned up to cancel the account, they were still technically providing me with a service.

Whilst I was talking with BT, they suggested I should get in contact with ofcom to resolve the issue.

Thus far I have been billed for an additional 3 months. My question is, am I in the wrong? should I have phoned 02 to confirm my account had been cancelled, even though BT said they would take care of everything. or is it BT's fault? (they seem to have done everything right on their side), or is it 02's fault? (they want me to pay for a service which i have not received).

I'm a little bit confused and would appreciate any advice. I thought it would be best to get some advice first before i pursued this any further.

thanks

abbas

soul619

i think you should have phone tbf but they shouldnt be refering you to ofcom like that as ofcom will tell you first you need to complain to them and follow there formal process first

mdujhr

hi

thanks for your reply.

what does tbf stand for? do you think im in the right or wrong?

bod1467

To Be Fair

Mark_In_Hampshire

mdujhr wrote: »

Hi everyone,

apologies if this is posted in the wrong section.

I requested a mac code to change my broadband provider from 02 to BT back in august of this year. I spoke with BT and they said they would take care of everything, and that I wouldn't need to do anything more.

Two days ago I received a message from 02 saying they would be taking money out of my account on the 11th of this month. I went back through my messages and found they had continued to do so since August (I know it's my fault for not realising this earlier). I spoke with o2 about this a day ago, and they said the mac code had not been processed which was why they had continued to bill me. I rang BT and was assured it would not have been possible to activate my account with them, and provide me with a broadband service had the mac code not been processed. They provided me with details of when I gave them the mac code, and then the date on which it was activated. I rang 02 again and explained the situation. They said the 'tags' on their system had not been removed and because I had not physically phoned up to cancel the account, they were still technically providing me with a service.

Whilst I was talking with BT, they suggested I should get in contact with ofcom to resolve the issue.

Thus far I have been billed for an additional 3 months.

My question is, am I in the wrong?

Yes. As far as they're concerned, anyway. They claim to have received no notification of cancellation, they were asked to give out a MAC code and they did so. If the MAC code is not used and you don't cancel, then the service continues.

mdujhr wrote: »

should I have phoned 02 to confirm my account had been cancelled, even though BT said they would take care of everything

Yes. Because if BT make a mistake, you're the one liable to pay for it.

mdujhr wrote: »

or is it BT's fault? (they seem to have done everything right on their side), or is it 02's fault? (they want me to pay for a service which i have not received).

I'm not sure you'll ever be able to find out now. I'm mystified as to how BT claim the service could not have been set up without a MAC code, because it can indeed, and that is what seems to have happened. All it means is that the losing supplier gets no notification that you're migrating away. Hence the issue.

What puzzles me is O2's assertion that they're still supplying service. Since, if they check their records, they should find that circuit number (your phone line) doesn't carry their service any more and so should be able to work that bit out for themselves.

mdujhr wrote: »

I'm a little bit confused and would appreciate any advice. I thought it would be best to get some advice first before i pursued this any further.

thanks

abbas

I'd ask O2 about the bit above. Do they still maintain they're supplying an actual service? If not, when did they stop supplying it, and when do they think the billing for it should end

One thing: there's a charge of about £30 for migrating away not using a MAC code. That's levied by Openreach, part of BT. Even though you do still have a service. So I'd expect and anticipate that being on-charged to you on your last O2 bill; if you need to dispute that as well (maybe BT didn't use the MAC code you gave them) that might well be time for the regulator to sort out who did (or did not do) what.