Talk Talk threatens debt collectors 3 months after switching to Plusnet

anotherbob

My son switched his phone and broadband from Talk Talk to PlusNet just before Christmas. He's now getting bills in red from Talk Talk saying if he doesn't pay they will send a debt-collection agency. When he arranged the switch PlusNet told him he didn't need to contact Talk Talk himself, they would do so. Talk Talk say that didn't happen. That's not my son's fault surely? What shoud happen here?

kwikbreaks

At the end of the day it's up to the signatory to a contract to terminate it. I'm not sure why the Plusnet rep said don't bother as we see this same tale umpteen times over where an old broadband contract doesn't get terminated automatically. Some people have been known to pay two ISPs for very extended periods without noticing.

macman

Never rely on the incoming supplier to cancel, always reconfirm it yourself. Did he use a MAC to transfer?

brewerdave

If he was on a TalkTalk service provided via BT Wholesale then a MAC should have been used for the changeover which should have triggered a message to TalkTalk -however, it's not uncommon for this process to fail.
If moving from LLU TalkTalk service to PN then the MAC ISN'T used and its quite common for the losing ISP to be unaware of the changeover.
Best bet is to pay TalkTalk and ask for PN for some form of recompense!!

anotherbob

He did have a MAC, and it was a BT engineer that carried out the work at his house. It doesn't seem right that having followed instructions he will find himself £90 down and faced with trying to get comp. from PlusNet.

macman

OK, he obtained a MAC, but did he use it? A MAC isn't a cancellation request, it's only becomes that when it's given to the incoming supplier and used within 30 days. If not, it expires and the contract continues.

anotherbob

Thanks for your response.
PlusNet asked him for the MAC, and that was the conversation when he asked "Do I need to do anything with Talk Talk?" and was told "No it's all automatic."

kwikbreaks

Well the changeover was "all automatic" but he still needed to cancel the old contract. It's my bet that he got the wrong end of the stick. Regardless of blame if he doesn't want a trashed credit rating the first step will be to pay the TalkTalk bill.

anotherbob

I have asked the same question on the PlusNet Community Forum and the following response has been posted by a PlusNet staffer.


When we place our orders to transfer services from another service provider they will be informed of this and they have the power to reject our orders. If his services transferred to Plusnet successfully this meant that TalkTalk did not reject the orders and they allowed them to complete. This means that they were notified of the services moving away from them. TalkTalk would have had to create a "cease" order to coincide with our "start" order and it's not possible for us to transfer services without informing the losing service provider.

AndysDad

anotherbob wrote: »

I have asked the same question on the PlusNet Community Forum and the following response has been posted by a PlusNet staffer.


When we place our orders to transfer services from another service provider they will be informed of this and they have the power to reject our orders. If his services transferred to Plusnet successfully this meant that TalkTalk did not reject the orders and they allowed them to complete. This means that they were notified of the services moving away from them. TalkTalk would have had to create a "cease" order to coincide with our "start" order and it's not possible for us to transfer services without informing the losing service provider.

That sounds good news,just tell PlusNet that its up to them to get it sorted as you have done all you needed to do......Good luck

cajef

AndysDad wrote: »

That sounds good news,just tell PlusNet that its up to them to get it sorted as you have done all you needed to do......Good luck

Also in the same thread on the PlusNet forum by one of the reps.

Unfortunately this is now out of our hands and we are unable to contact TalkTalk to resolve billing issues as this is a breach of the Data Protection Act.