Trapped with BT - wont let me change supplier

Archie_Stephens

I am desperately trying to move from BT Unlimited Weekend to Plusnet for line rental, both to save money and make the most of more generous broadband limits. I currently use Plusnet for broadband via my BT line.
Plusnet tell me they can't transfer the line as: "This line has 'Social Telephony' (e.g. BT Basic), - which would need to be removed before the lines can be transferred".
I was on Light User Scheme, then BT Basic a few years ago but moved to Unlimited weekend plan a long time ago.
I've tried phoning BT several times and can't get anyone to accept that there is a problem that is stopping me moving away from BT, they insist there is no problem.
I complained by email to BT and a week later have just recieved a response that includes the following: "I have looked into the issues you are having with regards to transferring your line to your new company. I can advise that there are no issues with your BT account that would prevent this transfer to take place.
I would advise that you speak to your chosen supplier and ask that they take this up with BT Wholesale if their orders are being rejected. Unfortunately BT Retail cannot get involved with another companies order just as they do not deal with our orders."
Plusnet insist there is nothing they can do and the responsibility lies with BT to remove any 'restrictive features' from the line.
A couple of years ago I had the same problem with BT when I wanted to use 18185.co.uk as a call override provider. The same thing happened and it was only when I went through to the cancellation department at BT, asking to have my account closed, that they sorted it out for me.
This time there is no point threatening to leave BT as I have told them that is what I intend to do. I can't afford to be without a phone line so I need them to allow me to transfer to Plusnet as is my right.
I feel that I am being prevented from moving and am powerless to do anything.
Any suggestions appreciated - thanks.

macman

I think that Plusnet are wrong here. BT Basic is just a special tariff structure-it should not technically prevent a transfer to any other supplier.
Have you tried cross checking with another alternative supplier to see what they say?

keystone

I'm not sure you will save anything by going all over to Plusnet - you need to do the full sums. I'm on BT Anytime plus Option 3 broadband from BT and it costs me less (all up around £ 24 pcm) than it would by transferring all to Plusnet. Mind you I think I've got a good deal 'cos they are trying to get me over to Infinity which I won't do as it would cost me quite a bit more.

And don't forget that Plusnet are a BT Group Business too.

Cheers

iniltous

What do you pay BT, do you pay ordinary line rental or do you pay the reduced BT basic LR ?,if you pay ordinary LR what do you expect BT to do ?, you appear on their systems as an ordinary line, however, as already mentioned BTB is nothing more than a BT billing function, physically the line is provided in the same way as an ' ordinary' line so it would not be a reason for a rejection of an 'migration' order, and as BT say, its up to your new provider to arrange your migration, not BT, you could cease your service with BT and get Plusnet to arrange a new line (which would use the existing connection to your home) but you may be without service for a period of time, you need your proposed new provider to do something, not complain to the provider you want to leave...like I said, if you want to move (as is your right) call BT and tell them to cease your service and tell Plusnet to provide you with service

Heinz

My money's on it being just a tag on the line which wasn't removed when the line changed to a 'normal' status and, time having passed, nobody at BT now knows what to do.

macman

Heinz wrote: »

My money's on it being just a tag on the line which wasn't removed when the line changed to a 'normal' status and, time having passed, nobody at BT now knows what to do.

So pretty much normal service then .

Archie_Stephens

Hi - Thanks all for your input.
As I have had the same problem in the past, maybe it is a tag on the line but my problem with BT has been how to speak to someone who can sort it out. Everytime I have explained the problem to someone, rather than trying to resolve I just get passed on to someone else or fobbed off.
Even if it was cheaper with BT I just feel that it isn’t acceptable to not be able to resolve a simple problem like this.
If Plusnet could transfer the line they would do it surely as they would be gaining business.
What I want from Plusnet is the 60GB monthly usage as 10GB isn’t enough. I’ve got the Plusnet router and am happy with the service (though I wonder what their customer service is like when something goes wrong?). I currently pay quarterly bills with a payment charge to BT so am happy to give Plusnet a go for line rental (slightly cheaper) and the higher usage allowance broadband.
I shall phone Plusnet tomorrow to ask them to respond to BT’s claim that they should contact BT wholesale, but if they say they cannot do that, then what next?
I will probably go for the extra allowance broadband with Plusnet and keep the BT line rental until I can free myself from BT. I could close my account but have been told I will be without service for at least a week which is not acceptable.

HappyMJ

You need to come off BT Basic and onto normal service then as soon as that happens then switch away from BT. For some reason my line is also prevented from switching. I can switch but every supplier so far has insisted on a full connection charge for a new line they don't understand BT Basic.

BT Basic has no payment charges....you can pay weekly in cash and there is no extra to pay.

Archie_Stephens

I was on BT Basic but moved to Unlimited Weekend at least 3 years ago! Yet still BT (and Plusnet) say the line is 'social telephony' i.e BT Basic

macman

BT Basic did not exist 3 years ago. I think the problem is with its predecesssor (BT Light User), which as Heinz has suggested may have left a tag on the line.
Archie: Plusnet can contact BT Wholesale, as can any telcom-that is who they always deal with. It is you that cannot contact the wholesale side of BT.

Archie_Stephens

I was on the light user scheme and when it changed to BT basic I worked out I was better going to Unlimited Weekend plan so I moved to that. Cheers Macman, will ask Plusnet what they are prepared to do.