Cancellation notice when switching providers

av115

Hi all,

I've recently switched broadband providers from Vodafone to Plusnet. My billing cycle with Vodafone ran from the 18th to the 17th of each month. My Plusnet services went live on 24th May, yet Vodafone have just taken the direct debit for £25 for a full month's period 18th May - 17th June. I rang to query this as they should have only billed me for 18th - 24th May but they said I never gave them 30 days notice so the amount is correct and they have no intention of refunding the difference. I also assume I'll be getting another bill for the 18th - 24th June as they claim they only became aware of the switch when my Plusnet services went live (24th May) so that's when the 30 day notice period started.

This contrasts with a recent experience where I switched a family member from BT to Plusnet and they were refunded the partial month on the next billing date.

What I'd like to know is are Vodafone correct to do this and if not, what should I say to them when I ring up?

Many thanks

Neil_Jones

You don't need to contact Vodafone to move provider on a BT line, this would have been done for you by Plusnet.

The billing thing is quite common, as payments to the old provider can overlap with the first payment to the new provider. Once you have your final bill from Vodafone to cover you up until the 24th of May, the value of that bill will be deducted from the credit and you should get back whatever's left. If not, chase it.

iniltous

av115 wrote: »

Hi all,

I've recently switched broadband providers from Vodafone to Plusnet. My billing cycle with Vodafone ran from the 18th to the 17th of each month. My Plusnet services went live on 24th May, yet Vodafone have just taken the direct debit for £25 for a full month's period 18th May - 17th June. I rang to query this as they should have only billed me for 18th - 24th May but they said I never gave them 30 days notice so the amount is correct and they have no intention of refunding the difference. I also assume I'll be getting another bill for the 18th - 24th June as they claim they only became aware of the switch when my Plusnet services went live (24th May) so that's when the 30 day notice period started.

This contrasts with a recent experience where I switched a family member from BT to Plusnet and they were refunded the partial month on the next billing date.

What I'd like to know is are Vodafone correct to do this and if not, what should I say to them when I ring up?

Many thanks

If you used the correct gaining provider led migration process, then Plusnet effectively serve your notice to Vodafone.
If this is the process used (you contacted PN not both PN and Vodafone) and PN followed the correct migration process, then you should get a Vodafone refund for the days you paid for after the migration took place, and as other have said , if you don't get it automatically, contact them again
If you did not contact Vodafone yourself about the switch, it may be worth checking with Plusnet they used the correct migration process

DuffyMoon

I've experienced an even worse mess-up from Sky and Virgin Media. I wanted to switch from Sky to VM and spent quite a while on the phone with a motormouth from retentions. I eventually managed to convince him that I was definitely switching to Virgin Media at the end of the current contract. I made a point of asking him if I needed to do anything further as regards terminating the contract. He assured me that it would all be taken care of. Three months after switching, I discover that Sky are still taking money. Rather annoyed by this, I contacted Sky, who told me that they could terminate the contract now, but I wouldn't get any money back, as the notes said that I'd been told to tell VM to take over ther service. I was also told that I would have recieved an email if the contract had been terminated (which the retentions gobsh!te certainly did not mention). By now, I had steam eminating from my lugholes. I said that they should listen to the recording of the call (which is what they will now be doing).

Hopefully my complaint will get sorted and my money returned. We shall see.

brewerdave

DuffyMoon wrote: »

I've experienced an even worse mess-up from Sky and Virgin Media. I wanted to switch from Sky to VM and spent quite a while on the phone with a motormouth from retentions. I eventually managed to convince him that I was definitely switching to Virgin Media at the end of the current contract. I made a point of asking him if I needed to do anything further as regards terminating the contract. He assured me that it would all be taken care of. Three months after switching, I discover that Sky are still taking money. Rather annoyed by this, I contacted Sky, who told me that they could terminate the contract now, but I wouldn't get any money back, as the notes said that I'd been told to tell VM to take over ther service. I was also told that I would have recieved an email if the contract had been terminated (which the retentions gobsh!te certainly did not mention). By now, I had steam eminating from my lugholes. I said that they should listen to the recording of the call (which is what they will now be doing).

Hopefully my complaint will get sorted and my money returned. We shall see.

Totally different systems ; Virgin (cable) would certainly not tell Sky who supply on BT lines. Many people have both - Sky CS agent either doesn't understand the system(s) or was telling a porky to punish you for leaving!!

DuffyMoon

brewerdave wrote: »

Totally different systems ; Virgin (cable) would certainly not tell Sky who supply on BT lines. Many people have both - Sky CS agent either doesn't understand the system(s) or was telling a porky to punish you for leaving!!

I have a feeling he was just incompetent. Every other word he said was "mate". He must have wasted an hour of my day and ended up costing me the better part of a hundred quid.



So much for saving money by switching. :mad:

Vodafone

Hi av115,

Thanks for making me aware of this.

Your final bill will include a line rental credit. This will cover the period between the date your left us and the date we last charged you up to.

So I can make sure that any refund owed is returned to you, please email me via the form here.

To access the form you'll need to enter the code WRT135.

As well as stating your query in the question box, please also quote "MSE Forum".

Once sent, you'll receive an automated reply with a reference number. Post it on here and I'll check that I've received it.

Kind regards,

Lee

Vodafone Social Media