Switching Broadband Nightmare

amcurran

So I was with TalkTalk broadband and when my deal came to the end I decided to switch to PlusNet back in April of this year, after a few engineer visits after problems with the phoneline it finally went live at the end of July and I started using my new PlusNet router. I have just noticed that for the last two months I have still been charged for my TalkTalk broadband. I got in contact with TalkTalk today they said it was Plusnets fault as they had not notified them of a takeover of the phoneline and advised me to get in contact with them as they could not refund me.
So I phoned PlusNet, they said it was not their fault as TalkTalk would of been able to see when I stopped using the broadband and they have been charging me for a service I am not doing and it was illegal.
So I phone TalkTalk back....you guessed it they aren't taking the blame and will not refund me for the last two months which is £82 altogether. Neither company is taking the blame and I really do not want to spend anymore time on the phone on hold! Any advice on what I should do would be much appreciated.

iniltous

Was the phone number ported from TT to Plusnet , or did you accept any old number from PN ( possibly because the number was unimportant to you as its only the broadband service that you need)

If Plusnet in effect ordered a 'new line' rather than a migration , then TT would be unaware of that ( after all some people have two lines, from 2 different providers )
If you did keep the number, that indicates that a migration was used but it could still be a migration even with a different number.

It's one of those situations where they will blame each other , TT saying PN didn't order the correct thing on your behalf, PN saying they did and TT are billing you incorrectly ..but , as you had a lot of hassle getting the PN service working, that suggests they ordered a 'new' line, as a migration doesn't even need a engineer visit, you don't even have to be home on the changeover day....I'm no fan of TT , but they may be the company telling the truth .
Expecting TT to notice you are not using the service , so shouldn't bill you, like PN have said, is nonsense, if you went on holiday for 6 months , unless you cancelled the service, they would continue to bill for those months , even though the service is not being used

Peter999_2

It's the responsibility of PlusNet to arrange the cancellation of the exisiting TalkTalk contract if it was a gaining provider led process. See here - https://www.ofcom.org.uk/phones-telecoms-and-internet/advice-for-consumers/costs-and-billing/switching/switching-broadband-provider


"Under a 'gaining provider led process', your new provider will arrange the transfer for you.
You only need to contact the provider you wish to switch to, who will notify your old provider of the intended transfer - you do not need to cancel your contract with your old provider.
If you change your mind, you must contact your new provider to cancel your request to switch.
Once you have contacted your new provider to begin the switching process, both your new provider and the provider you're leaving must both send you a notification letter to inform you of the switch.
The letter from the provider you are leaving must include details of:

• the services which are affected,
• the services which are unaffected, and
• any applicable early termination charges that relate to the services you currently take.

The letters from the provider you are leaving and your new provider must also give details of the switch, including a reasonable estimate of the date it will happen.
Your new provider must also keep for a minimum of 12 months a record of your consent to switch services."

amcurran

Originally I think they thought I wouldn't need a new line however in the end after the engineer appointments they gave me a new number, I remember when setting up my new PN router it originally did not work so I plugged my old TT router back in and that continued to work, I seem to remember while I was on the phone to PN they were surprised that my old router still worked, they said it shouldn't so sent an engineer out. Thank you so much for replying, just needed an idea of which company was at fault, ill get back in touch with PN.
Many thanks

macman

Did you not cancel the DD once you thought you'd had the final bill? Only you can do that.

TalkTalk

Hi amcurran,

If you've been given a new number by your new provider I'm afraid that wouldn't cancel any services you have with TalkTalk. That would only be the case if you were moving your services to them on the same number. You'd need to speak to our customer loyalty team to cancel your services. There are contact details for the team on our website.

Thanks
Emma - TalkTalk Social Team