A blow by blow account

arjar

I'm starting this thread to provide a record of my experience of moving my Broadband and home phone account, in the hope that it may be of some use to others. I've never changed this service before, though I do change other utility suppliers regularly.

I shall try to be as factual as possible, recording good, bad or indifferent service. Each post will start with the date the activity reported on happened. The first few posts will be posted today, to report on the story so far, then I'll try to keep up to date.

Some background.

I decided some time ago to move from BT when my current contract ended this month. The main reason for this is that I have decided in principle to move away from any supplier who offers better deals to new subscribers than to existing ones. I am adopting the same approach to all services (Banks, savings utilities etc.) as my response to the common industry practice of exploiting inertia, which also exploits those less able to constantly monitor and actively manage their suppliers. It seems to me that BT are an extreme proponent of this approach - always excluding existing customers from their current best deals. Their poor customer service is a secondary reason to move. So here we go ... Wish me luck!

arjar

Tues 8th July.

Called BT to check contract expiry dates. Dates confirmed, followed by attempt to encourage me to continue contract. Politely declined, and asked for MAC code. Told that if I requested a code my BT account would have to be closed immediately. Questioned this, but was told again I could not have a MAC code unless I asked for my BT account to be closed. Decided not to argue, or pursue it immediately.

Asked whether I could maintain my BT Email addresses if I moved Broadband provider. Told that I could, but that I would have to pay £1.60 pcm for each address maintained. (Actually it's £1.60 for each main account, including up to 11 subsidiary email addresses).

Conclusion: Surprised at the obvious scare tactics and misinformation. Confirmed my decision to move on.

arjar

Tues 8th July

Contacted PlusNet by phone, having researched available deals. Took about 25 mins. to place order. Monthly saving compared with equivalent BT service approx £14 pcm or £168 over a year. Pleased with initial contact, clarity of discussion and consistency with my web research. But concerned about the scope for problems and loss of service in transition.

arjar

Fri 11th July

Called by man claiming to be from Plusnet at about 6pm. Profuse apologies, but they'd had a 'computer problem' and lost most of my details, so couldn 't progress my order unless I went through the whole ordering process again - including giving Bank details.

After some discussion, I declined to give this 'cold caller' any details at all. Then told that it would be OK if I called them back, but that I would get a special discount if I dealt with it there and then. Said no thanks and closed the call. All the hallmarks of a phishing expedition. Decided to do nothing immediately but follow it up later. Not impressed if Plusnet really have lost my order. Even worse if someone has my phone number and has attempted to scam me. Oh dear!

arjar

Sat 12th July

Called Plusnet from a different (mobile) number and was able to verify that the previous days call wqs genuine - they'd 'lost' several hundred records. Expressed my alarm at their incompetence, and the way they'd cold called me asking for Bank details. Said I'd think about it and rang off.

Called them again later and gave them a second chance. Asked about the additional discount mentioned the previous day. After some consultation, told yes, I would get this. Disappointed that I had to ask.

Immediately received a deluge of Emails confirming the order and various details, but not the text message that was also promised.

Shaky start - but at least we do seem to off the starting blocks now.

arjar

Mon July 14th

Plucked up courage and called BT for the MAC code. Predictable attempt to discourage me, but no threats of immediate disconnection this time. After some delay, given a code. I read it back carefully to make sure I'd got it right.

When I tried to enter the code into my new providers website to confirm the order, the code was rejected. After a bit of research, concluded that the code I'd been given had too many characters. So much for checking it carefully.

Called BT again and after another delay, confirmed the code (with one less character). Trying hard not to suspect deliberate misinformation the first time around - but console myself that at least I didn't let it upset me. Whole process took over an hour in total. Decided to write this thread ......

JJ_Egan

Complete opposite to all my ISP changeovers .
No problems from start to finish on many many ISPs .
No problem either recent move terminating Plusnet account early and moving to BT . Both BT and Plusnet very professional and changeover happened like clockwork . BT even phoned me up to aid a diagnosis of wireless throughput on a number of Android devices .