Switched to Talktalk BB at end of Oct but my previous ISP are still charging me too ?

Mics_chick

I decided to switch over to the Talktalk BB/phone package that Martin said was the cheapest deal a few months ago and it was delayed a couple of times but finally went live at the end of October.

I cancelled my direct debit with Plusnet, my previous ISP, and then they're saying why have you done this?

I rang Plusnet up to explain that I had switched to Talktalk and wasn't going to pay for something I wasn't receiving.
Plusnet said that they needed 30 days notice according to their standard T&C.
I said that Talktalk had told me that they would "handle everything" to do with the transfer after I had asked about needing a MAC code so I didn't think I needed to do anything else...
Plusnet explained that Talktalk don't need MAC codes coz they literally switch you over to their own phone system/exchanges so they were still supplying BB on the BT line I had before.

When I contacted Talktalk about this the telephonist said that they do all the liaison with the other ISP about the BB transfer but then later tried to backtrack from this and said that they only contact the other ISP after the switch over has taken place ???

So I'm bluddy angry with Talktalk and very confused coz I don't know if I've got a leg to stand on with this or not

Has anyone else been in a similar situation with Talktalk? ...or can anyone offer me any advice please?
Cheers Gail

espresso

I don't understand why you are so angry with TalkTalk, as you have broken the terms that you agreed to when joining Plusnet. Scroll down to 23.1.1 here

If you didn't give notice, you have to pay.

penrhyn

The first part of the migration process is to get a MAC code from your current ISP, you didn't so they are entitled to continue charging you.
http://www.broadbandchoices.co.uk/partner-lp_switch-broadband/new-broadband-switching-rules-from-ofcom.html
Looks like Talk Talk gave you duff information ( par for the course ), so maybe if you ask them nicely they will compensate you for the aditional charges you have incurred.

I had a similar problem when i migrated to Sky from Orange, I had gone through the correct procedure using the MAC code, but the orange contract did not get cancelled. Sky compensated me with a months Orange rental.
(Took a few phone calls though)

Mics_chick

espresso wrote: »

I don't understand why you are so angry with TalkTalk, as you have broken the terms that you agreed to when joining Plusnet. Scroll down to 23.1.1 here

If you didn't give notice, you have to pay.

I'm angry with Talktalk for leading me up the garden path - even when I spoke to the customer service person today she said "we do all the liaision required" with your previous supplier - her exact words not my understanding of them methinks...
But as I said I soon got nowhere when I made it clear I wanted them to cough up for THEIR mistake...

espresso

Mics_chick wrote: »

I'm angry with Talktalk for leading me up the garden path............

I'm not defending TalkTalk but you have stated that "Plusnet explained that Talktalk don't need MAC codes.............." and that "I cancelled my direct debit with Plusnet, my previous ISP, and then they're saying why have you done this?" so your problem is not all down to TalkTalk is it?

Mics_chick

espresso wrote: »

I'm not defending TalkTalk but you have stated that "Plusnet explained that Talktalk don't need MAC codes.............." and that "I cancelled my direct debit with Plusnet, my previous ISP, and then they're saying why have you done this?" so your problem is not all down to TalkTalk is it?

I tried to explain everything as plainly as possible but maybe some of it isn't as clear as I think it is...?

The reason I'm angry with Talktalk is that during the first & only phonecall I had with them to change over my BB I said "Right now I need to get a MAC code from Plusnet then?" and the Talktalk customer service person replied "That's not necessary because we take care of everything that needs doing..."
Therefore I consider this problem to be all Talktalk's fault and although I understand Plusnet's point of view they have refused to waive the £10/£12 they say I owe them although I explained that I wasn't to blame for the misunderstanding.
Then after I rang Talktalk (just before I started this thread) that customer services person said the same thing again "we do all the liaison that's necessary with the other ISP".
But when she finally realised that I wanted reimbursing for the money that Plusnet wanted from me then she started backtracking and being really cagey about anything.

I asked for a "call back" from her supervisor/manager and I'm still waiting...:mad:

TalkTalkBoy

You cant blame talktalk for this issue, the contract is with you which plusnet holds and TalkTalk would not be able to speak to them on your behalf. As stated above, its written in plusnets terms and conditions.

When a line is moved over to TalkTalk LLU (im assuming your this as no MAC code is used) the line is ceased with BT wholesale, and Plusnet should have picked this up automaticlly. TalkTalk do not tell plusnet directly.

Your grip here should be with plusnet for not picking up the unsolicited cease as they should have done, I cant see this being the fault of TT.

Mics_chick

TalkTalkBoy wrote: »

You cant blame talktalk for this issue, the contract is with you which plusnet holds and TalkTalk would not be able to speak to them on your behalf. As stated above, its written in plusnets terms and conditions.

When a line is moved over to TalkTalk LLU (im assuming your this as no MAC code is used) the line is ceased with BT wholesale, and Plusnet should have picked this up automaticlly. TalkTalk do not tell plusnet directly.

Your grip here should be with plusnet for not picking up the unsolicited cease as they should have done, I cant see this being the fault of TT.

Does your userid mean that you work for them now or in the past?

espresso

Mics_chick wrote: »

Does your userid mean that you work for them now or in the past?

:rotfl:

Irrelevant, as what he has said is true!

TalkTalkBoy

Mics_chick wrote: »

Does your userid mean that you work for them now or in the past?

It does, but is irrelivent because the process i have stated is what happens when all BTWholesale lines are ceased. Im also a customer of talktalk