BT to Plusnet switching shambles

bikeman

In november 2014 I requested a mac code form bt and initiated a switch of both my phone line and broadband to Plusnet. I was out of contract.

On 18 dec my broadband switched. - all good.
On 7 jan my phone line switched - all good.

Plusnet started billing me from these dates - good.

BT on the other hand, now has no record of these dates and insists on billing me for both services to 7 jan!!

Calls to their cust services agents in India is fruitless. When it gets awkward they just cut you off.

BT YOU ARE BLOODY USELESS.

Swipe

My parents had exactly the same problem. It took me 2 months to sort out. My parents finally got the final £60 odd pounds they were owed today. My advice is to keep calling up until you get someone who is prepared to listen and has the authority to process the refunds.

To be fair it was an Indian chap who finally sorted out our problem but i think he was a manager. The UK ones I spoke to were generally terrible and wouldn't listen either.

robin58

I know the feeling!

Moved from Sky BB 16th Dec and BT landline 31st Dec.

BT has now taken 2 weeks after I left, another regular DD payment from my Bank account.

Was on the phone to them pronto.

Found out my account had not been closed and was still charging me for my line. After 2 idiot people, got a 3rd person who knew what they were talking about (UK based).

They closed my account and hopefully in the next 5 days I will get a final, final bill.(fingers crossed).

Then to add hurt, Plusnet who I went with then charged me for a month line rental. I had paid for this in advance via line saver.

But unlike BT, a quick email to them and they are refunding my DD charge in next 5 days. They could not be more apologetic.

Biggest surprise is they are both BT companies and the little sister one Plusnet, does in my mind, customer support a lot better.

P.S. Keep hold of any letters or SMS texts BT send you about your leaving.

I noted half the time these are not noted on their system. It is nice to be able to quote these communications to them to back up your claims.