Confused about switch from Madasafish to Talk TAlk

Imnoexpert_2

I am considering switching from Madasafish (also part of the Plusnet and BT organisation) to Talk Talk

Talk Talk have recently become the ony LLU provider at my exchange.

For my anytime calls and anytime broadband 1 year cost is £18.31 pm compared to Plusnet 60GB pm £22.91. This is the reason for the switch.

Talk Talk say I don't need to give them a MAC code.

Questions
Will BT charge me for disconnection?
TT are saying my internet speed will be 11 meg ish whereas I get 4-6 meg currently. Is this right?
Am I mad to switch given I have had good service from MAF and TT have a questionable reputation?

Big_Hairy_Spider

"Am I mad to switch given I have had good service from MAF and TT have a questionable reputation? "

Talk Talk were inly fined 3 months ago for billing customers for services thay never received. In April Ofcom listed Talk Talk as the most complianed about phone / broadband provider.

I'm also with Plusnet. After all the problems I had with my previous provider, I'm grateful for something that works as it should. On the other hand I feel daft in posting that I should feel grateful to get a service I'm actually paying for !!

The little extra is worth the piece of mind.

Plusnet_company_representative

Hi Imnoexpert,

Sorry to hear you're thinking of leaving, is there anything we can help with that might make you reconsider? If any of the current Plusnet offerings would suit you better please let us know as it's a relatively easy move to switch you between the two. It's something that is usually done and completed within 24 hours.

If you could post a ticket ID from your account I'd be happy to take a look for you and see what we can do?

Regards,

Matt Taylor

bod1467

OP - have you tried Plusnet retentions? (You'd probably need to go via them anyway to provide notice of cancellation). I'm sure they'd offer some incentive to keep your business.

Imnoexpert_2

Thanks all for your comments.

I have spoken to retentions at Plusnet, and will do so again.

If I switch I hope that things will go ok (after all TT must have lots of happy customers) and that I probably have the time patience and means to 'sort out' any problems.

Can anyone answer the questions on BT disconnection fees and the line speed issue?


Thanks

Plusnet_company_representative

If you're migrating (even if it's to an LLU provider without a MAC) the line isn't being ceased so you won't be charged the £25 cessation fee.

Regarding the line speed, it depends whether you're currently on ADSL Max (up to 8Mb/s) or ADSL2/21CN (up to 20Mb/s) and what speed you get. LLU as things stand is pretty much equivalent to the up to 20Mb/s speeds though the providers have direct control over the equipment in the exchange so can often get the connection running a little faster than non LLU providers. This isn't always the case though.

As you've said you get around 4-6Mb/s currently I'd guess you're on ADSL1, therefore the estimate from TT sounds about right. If you put your phone number into the checker at http://www.dslchecker.bt.com/adsl/adslchecker.welcome (and ADSL2 is available on your exchange) you should get a similar speed estimate there.

Hope that helps,

Matt

Imnoexpert_2

I've just come off the phone from your retentions people (Plusnet/MAF). I wish I had returned to this forum first.

I was told that if I leave MAF (and TT hadn't asked for a mac code) there would be a disconnection charge of £25 because an engineer would have to go to the exchange and do something.

I asked if I got a mac code from maf and gave it to talk talk would there then be a charge. I was told in that case there wouldn't be a charge.

Incidentally the prices I was quoted for retention were different from those I had previously asked to be confirmed in writing. In the case of unlimited more and in the case of 60 gig slightly less.

I thought it was my fault I was confused - now I know I have been worked on by experts. I am now going to phone BT and I bet they confuse me more and offer a different set of prices!

I really do want to stay with Plusnet/MAF help!

steve1980

Looks like Plusnet Company Representative is giving you incorrect advice....or retentions don't know what they're doing.

Imnoexpert_2

I have signed up again to Plusnet/MAF.

Against all my money saving instincts I have elected to pay more for a limited download (60 gig) than I would have paid for unlimited with TT.

Notwithstanding my last post I have faith in MAF/PN customer service which has always been excellent

Perhaps TT will note how important perceptions of customer service are.

Plusnet_company_representative

Hi there,

Thanks for giving us another chance there If there's anything we can help with please let us know.

Not sure why the retention offers were different, but I know agents can offer whatever they deem appropriate for the situation so that could explain it. Sorry for the confusion there.

Regards,

Matt Taylor

fozmcfc

Imnoexpert wrote: »

I have signed up again to Plusnet/MAF.

Against all my money saving instincts I have elected to pay more for a limited download (60 gig) than I would have paid for unlimited with TT.

Notwithstanding my last post I have faith in MAF/PN customer service which has always been excellent

Perhaps TT will note how important perceptions of customer service are.

You have elected to pay more for a limited download service, then an unlimited service, then quite frankly you are mad as a fish yourself.

£22.91 for a restricted service, for a 60gb download limit, an absolute rip-off. What do they supply you with a gold router.

Good honest broadband from Yorkshire, I don't think so somehow.


Utter, utter madness.