Problem with transfer from BT to Plusnet

Rahven

On 5th July I signed up with Plusnet for transfer of my fibre broadband and home phone.

I've had confirmation of the home phone transfer from both of them, but not confirmation of the broadband transfer from BT.

Last night I got a letter from BT saying that they were transferring my home phone but I'll still be charged for broadband as that's not being transferred.

I contacted spoke to BT today and they said they've had no order from Plusnet and will not transfer my broadband without an advice of transfer from Plusnet - they said I should chase Plusnet to send it to them.

Plusnet said they sent it on 5th and everything is fine. They have refused to contact BT about this again to confirm. Various reasons - we're an inbound centre & we can't do outbound, BT won't talk to us because of data protection etc.

I'm now totally in the middle with each one blaming it on the other one and Plusnet saying everything will be fine, whilst BT say it absolutely will not be!

Plusnet will not contact BT and BT won't accept anything from me (even the reference numbers that Plusnet have given me but won't give to BT) - I'm totally stuck. Any advice?

iniltous

I don't think you can have 'BT Infinity' without a BT landline, so, presumably , when the BT landline goes, and you have confirmation from BT and Plusnet this is going to happen, then by default the BT Infinity also goes ...however, its possible you may be without broadband for a period, I think they will move your connection within the fibre cabinet from one port to another, so you need to hope the date of the 'BT' port cease and 'Plusnet' port start are aligned.