Trapped with BT - wont let me change supplier

penrhyn

Amazing how different parts of BT (Plusnet, Openreach, BT Retail) still don't talk to each other, must have a great firewall!

iniltous

penrhyn wrote: »

Amazing how different parts of BT (Plusnet, Openreach, BT Retail) still don't talk to each other, must have a great firewall!

A firewall exists between BT Retail, Wholesale, Operate, Global Services as they were originally all parts of the same buisness, and all had access to the same information & systems, although Plusnet is a BT Group owned business it is a separate entity and their systems dont have to be separated from the rest of BT coz they never were part of it, apart from anything else if BT could 'assist' Plusnet in a way that wasnt available to all CP's OFCOM would be kicking their ar*es, saying it isnt equivilent, favouring an 'in house' provider,
The OP's problem is because Plusnet will not use the process available to all providers in resolving issues with BT Wholesale, it would appear they either dont know what to do, or cannot be bothered to do it....either way the OP seems to be blamimg the wrong party for his migration problems, it isnt just BT Retail that can speak to BT Wholesale using official channels, all CP's can, and BT Retail seems pretty sure its not whats on file thats stopping the order being raised...what more are they supposed to do...having said that BT Basic customers can have broadband from any provider, the previous Social Tariff barred broadband, you had to move onto a standard line rental to have broadband, the idea was if you were deemed to require a subsidy on your line rental, then by being able to afford broadband you didnt need help with line rental.

macman

Archie_Stephens wrote: »

Just recieved the following reply by email:

Hi ---,

Thanks for your email. I was sorry to learn of the problems you have been having in trying to transfer your line rental to Plusnet. I called you this morning on 01--- to discuss this further with you, sorry to have missed you. I left a message to let you know that I had called.

I have checked your account and the only service you have with us is basic line rental, the Unlimited Weekend Plan. There is no reason why you should not be able to transfer your line rental. There are no markers on your account, you are not contract for your service and I am unsure as to what you mean by social telephony. You have a standard residential line.

Please can you clarify what Plusnet have advised you, including any correspondence. If they are having problems transferring the line, it is a problem from their side. There is nothing on your BT account preventing this. Let me know if you need anything else also.

I look forward to hearing from you.

Regards

Claire

Can this be serious?

Mark_In_Hampshire

At this stage, I'd give up with Plusnet and try someone who might be able to get the account set up. They may succeed where Plusnet have failed.

If they do not, and this mythical marker can't be removed, then another option is to stump up the cash to have a new phone line put in and have Plusnet on that. Then cancel the first one. But the £49 (?) cost of the new line would probably outdo any saving, if that was the objective in the first place. On the other hand that £49 install cost is cheap - most are higher.

How much do you want Plusnet ?

Archie_Stephens

I was looking at Plusnet as I am already with them for 10gb broadband - but I use that every month and could do with 40 or 60gb but not unlimited.

I currently pay BT about £15 a month (no contract no direct debit), Plusnet £7 a month and 18185 £1-2 a month = £24.

I reckoned if I went to Plusnet with a 12 month contract and DD and 60gb broadband and 18185 that would cost just a couple of quid more.

If I was to leave Plusnet broadband I think I would owe them a £25 fee.

I have looked at the phone co-op and they do line rental, 12 month contract by DD, 40gb broadband for £24.

I might try them to see if they have the same problem transferring the line.

Archie_Stephens

Iniltous -Jargon buster please - can you explain what CP and OP mean, ta

macman

Original Post (i.e. you).

iniltous

Archie_Stephens wrote: »

Iniltous -Jargon buster please - can you explain what CP and OP mean, ta

OP already answered
CP Communication Provider, for some reason SP's (Service Providers) and now refered to as CP's, by the Industry

Mupette

btcare@bt.com

try emailling these guys, can't complain about them for they have helped me lots where bt sales couldnt and wholesale wouldnt

surprised they havent been on here already.

email them and tell them everything.

Heinz

I found another email address the other day - appears to be for COT (Customer Options Team).

[EMAIL="customer.choices@bt.com"]customer.choices@bt.com[/EMAIL]