BT and Plusnet transfer costs

ssl

Hi. BT have just organised our phone/broadband transfer from Plusnet (Online transfer) I have just had a bill for £30 from Plusnet as they didn't have/give a MAC code. This was BT's responsibility as I understand it but they don't want to know. There was no mention of it when we moved. Plusnet have given us 10 days to pay but BT say it's not their cost. Any suggestions on how to resolve this (and not pay!!) would be very greatfully received. I feel we have been duped!! Many thanks ssl

jem16

It's a cessation charge which would normally apply if you weren't transferring.

Go back to PlusNet and get them to remove the charge as they shouldn't have put it on in the first place. I would suggest you use the PlusNet Community forum rather than phone.

ssl

Thanks for that..will do! you make it sound so easy!!

cajef

jem16 wrote: »

It's a cessation charge which would normally apply if you weren't transferring.

But they did not use a MAC therefore the charge is correct, it is up to the customer to ask for a MAC and use it if they are transfering, if they don't as far as BT and the ISP are concerned it is a cease.

Without a MAC BT/Openreach charge the ISP and they pass the charge on to the customer.

jem16

cajef wrote: »

But they did not use a MAC therefore the charge is correct, it is up to the customer to ask for a MAC and use it if they are transfering, if they don't as far as BT and the ISP are concerned it is a cease.

Without a MAC BT/Openreach charge the ISP and they pass the charge on to the customer.

I may have misread the OP. I thought s/he had said that they had a MAC.

macman

OP, it is your job to get the MAC from PN and give it to BT within 30 days-without it you will incur a cease charge.