Plusnet £30 cease charge

inglorius

brewerdave wrote: »

This has been discussed to "death" on the Plusnet forums - PN decided to pass on the charge some time ago as no MAC used -don't think that anyone has been successful in getting the charge removed.....but worth a phone call!
@Lazytyper - If TT are moving the OP onto their LLU network then they wouldn't use the MAC even if it was supplied to them.

This is correct, Talk Talk are saying that as they are moving my service onto their LLU network then a MAC code is not required, Talk Talk are saying that as a MAC code was not used for the transfer then the £30 charge applies. And everyone whom transfers from Plusnet to Talk Talk will be stuck in the middle of this argument and get charged £30. I have told Talk Talk that even if a MAC code is not required to facilitate the transfer then they need to feed this code back to Plusnet regardless will see if this avoids the £30 charge

JohnDinton

What is particularly objectionable is that TalkTalk is refusing to use PlusNet's MAC for an inward transfer while saying it will charge £40 if a MAC is not used for a transfer away from TalkTalk.

I do not know what the significance of a MAC is when it comes to payments between providers. It is not acceptable that customers should be caught up in the middle of this.

As I have said before, it is OFCOM's job to resolve this. OFCOM will only do that if it receives complaints.

brewerdave

JohnDinton wrote: »

What is particularly objectionable is that TalkTalk is refusing to use PlusNet's MAC for an inward transfer while saying it will charge £40 if a MAC is not used for a transfer away from TalkTalk.

I do not know what the significance of a MAC is when it comes to payments between providers. It is not acceptable that customers should be caught up in the middle of this.

As I have said before, it is OFCOM's job to resolve this. OFCOM will only do that if it receives complaints.

I agree wholeheartedly with your sentiments about OFCOM -they seem to be happy to allow individual ISPs to write their own rules on transfers based on their own interpretations!!
However, to be fair to TalkTalk( :eek:) they don't need the MAC when transferring a new customer in to their LLU equipment -the code is only needed for transfers between two ISPs using BT Wholesale connections so no refusal as such.
IN THEORY, the losing ISP doesn't make a profit from the cease fee as they have to pay Openreach (presumably via BT Wholesale) for disconnection at exchange level.
Initially I believe that PN were absorbing the cost on transfer to an LLU supplier -some while ago(presumably on advice from BT ,their parent Company!!) they changed their stance.

steady__eddie

I have had exceptionally low speeds for the last few months off Plusnet. I have reported it to them and they were going to investigate. The guy on the helpline was barely audible due to the noise on the line. He said that a team would investigate but there was a 3 day waiting list. I told him that I was off on hols in 2 days. Have just returned from hols to find that they have contacted me saying that they require access and if they find nothing wrong it will cost me £60. Decided to cut my losses and go completely wireless with a mobile. Cancelled service but even though I am not having another broadband based I.S.P. they are still going to charge me £30. Good riddance.

cajef

steady__eddie wrote: »

Cancelled service but even though I am not having another broadband based I.S.P.

That is precisely why you are getting charged £30, it is fee charged to all ISP's by BT Openreach for the work required at the exchange to disconnect your service, if you were transferring your broadband service using a MAC there would be no charge, Plusnet pass the charge on to you as you have cancelled their service it is part of their T & C.

macman

steady__eddie wrote: »

I have had exceptionally low speeds for the last few months off Plusnet. I have reported it to them and they were going to investigate. The guy on the helpline was barely audible due to the noise on the line. He said that a team would investigate but there was a 3 day waiting list. I told him that I was off on hols in 2 days. Have just returned from hols to find that they have contacted me saying that they require access and if they find nothing wrong it will cost me £60. Decided to cut my losses and go completely wireless with a mobile. Cancelled service but even though I am not having another broadband based I.S.P. they are still going to charge me £30. Good riddance.

3 days is not exactly unreasonable-OR typically need 5 working days to correct a fault.
Yes, they will always quote you the mantra about the call out charge, but it does not apply unless the fault is on your equipment or extensions, which is easily checked. How do you expect them to correct the fault without access to the property?
If you have noise on the line that that is the cause. It's a line fault, not a broadband fault.