Plusnet debt collection letter

robrymond

We left PlusNet broadband and moved to Tesco a few months ago. Recently a letter arrived asking for £30 as a transfer fee for the cost of an engineer cutting the connection and switching it to Tesco, a cessation charge.

Tesco say there should not be any charges because they do not need a MAC code...as it was a telephone and internet package they have no right to issue a charge...yet 2 weeks later a Plus Net debt collection agency is requesting a cost of £37.50.

The 12 month contract was seen out, a total of 13 months before it was switched and there was never any initial letters informing of any charges for cancelling and switching.

Since when has there been a charge for leaving a service when you have seen your contract out?

penrhyn

Did you obtain a MAC from Plusnet? Or did you cancel Plusnet. If it was the later you will be liable.
There is always a charge but its normally picked up by your new ISP.

http://www.productsandservices.bt.com/consumerProducts/dynamicmodules/pagecontentfooter/pageContentFooterPopup.jsp?pagecontentfooter_popupid=26823&s_cid=con_FURL_ceasecharge

robrymond

WHen we said we were moving to Tesco and to cancel they did not mention a MAC and my Mum was unaware of this. Tesco told her she did not need a MAC and they would sort it but this appears not to have happened.

penrhyn

Looks like Tesco mislead you, I'd go after them for goodwill payment at the very least.

Quentin

You look to have been mislead.

As it looks you moved to Tesco llu service you do not need a Mac.

If so, a cessation charge has been correctly raised.

(Completing your minimum contract is not seeing it out if you mean it is completed!)

robrymond

So is the onus on Tesco to provide a good will payment? What should have been requested from Plus Net in this case or should the cessation charge always been paid?

Quentin

Not really.

When you left (without using a MAC) you were bound to pay the charge.

You could complain to Tesco about being mislead (when they told you you shouldn't pay any fee), but if plusnet have passed this to a debt collector the longer you leave this the worse your credit file could be impacted!

Might be worth nipping in the bud by paying what you owe and pursuing your complaint with Tesco to see if they will reimburse you.

robrymond

Thanks. I was never aware there were charges to move to an LLU from another provider, so thats certainly of interest for the future.

penrhyn

BT have to move your cabling (tie pairs)in the exchange so there is a charge on the ISPs to do that work.

Eydon

I've just had this happen to me.

Moving from Plusnet to Sky. Sky say on their website that if moving from BT, TalkTalk or Plusnet that you don't have to do anything. You don't even need to contact your current supplier to tell them you are leaving.

So I didn't.

Just had a call from Plusnet saying I owe them £30 cessation charge. I argued the toss but they won't budge. If I didn't pay they would refuse the transfer to Sky.

So I've paid and then I emailed Sky to ask what is going on. There are reports that Sky will refund the charge as a gesture of good will (since they say they will take care of everything so worth a try )

So worth asking Tesco. Worst they will do is say "No".

Quentin

You are mixing up your contractual obligations with your desire to move to sky.

Sky don't offer to clear all your contract issues.

Just to do the switch.

You were bound to pay the cessation charge by your contract with plusnet when you decided to move to sky.