This topic

Migration to Plusnet but still active with BT

tqotn — Sat, 29 Mar 2025 00:31:27 GMT

Hi. I have transferred to Plusnet from BT. I placed the order in November last year but there have been months delays for FTTP to be installed. My service with BT is supposed to cancel but it still hasn’t been and when I ring my BT home phone, it goes to voicemail rather than being cut off. I have tried for days to contact BT to no avail. Please can someone help me as I need the account closed and a bag sent to me so I can return their router. Thanks. Rob

Re: Migration to Plusnet but still active with BT

Manatarms84 — Sat, 29 Mar 2025 07:45:28 GMT

If you are changing your service from BT to Plusnet the BT will cancel once Plusnet goes live. It sounds like that hasn't happened yet so thats why your BT stuff is still working. It will cancel on its own once the switch is made.

I would chase Plusnet for the latest on the order as likely delayed with Openreach. You will get auto compensation for the delay in the order going active.

Re: Migration to Plusnet but still active with BT

tqotn — Sat, 29 Mar 2025 10:55:45 GMT

My PlusNet is live and has been for a week. I’ve asked PlusNet and they say they’ve told BT as part of the process of my service going live but it’s still not been cancelled. Not sure why this question has been recorded as resolved as it hasn’t been.

Re: Migration to Plusnet but still active with BT

Peter_W — Sun, 30 Mar 2025 07:39:17 GMT

Hi @tqotn, have you seen any messages or emails from us at all confirming that you're looking to leave?

I appreciate this may have been a while ago if there was a delay in the FTTP installation with Openreach.

If you still don't get any further updates here, I'd definitely recommend trying our team again, and they can say for sure on the status of your account.

You can find all the contact details right here:

Broadband | BT Help

Peter

Re: Migration to Plusnet but still active with BT

tqotn — Sun, 30 Mar 2025 09:43:27 GMT

Hi peter

when I first placed my order from Plusnet I got a sorry you are leaving email and letter. Nothing since. It will be on your system as it came to me. Thanks

Re: Migration to Plusnet but still active with BT

Peter_W — Sun, 30 Mar 2025 09:51:06 GMT

Thanks @tqotn, in that case I'd expect the issue most likely lies with the amount of time that's elapsed since then.

There may already be a request on your account for the service to cease if Plusnet have sent the request, but you're definitely best off reaching out to our team so we can be 100% sure 😊

Peter

Re: Migration to Plusnet but still active with BT

tqotn — Mon, 31 Mar 2025 23:16:52 GMT

Hi Peter thanks that’s why I’m posting on this board. I’m disabled, I don’t have a phone line now as I was digital voice and it doesn’t work on my PlusNet so I can’t call them. I thought the whole point of the one step switch from Ofcom was to avoid this type of thing. If they were able to tell me I was leaving then they should be able to see I’ve left. I can’t afford to be paying for services I’m not using and which should have been cancelled. Thanks r

Re: Migration to Plusnet but still active with BT

tqotn — Mon, 31 Mar 2025 23:17:23 GMT

Can you also remove the sorted flag as it’s not sorted. I don’t want people getting the wrong idea when it’s still open.

Re: Migration to Plusnet but still active with BT

iniltous — Tue, 01 Apr 2025 09:31:30 GMT

Can you clear a few things up ,

if your Plusnet broadband service is working , basically replacing your BT broadband service, why do say your BT service is still active, is it because of the telephony element with incoming calls going to voice mail ? , after all you have no way to know if your BT broadband is active if you are already using PN broadband .

Are you aware that Plusnet do not offer a telephone service to new customers, so presumably the telephone going to voicemail is a little irrelevant anyway , once you are happy BT no longer have any commitment to you , then you wont have a telephone service anyway , the same as now .

If it’s simply the fact that you haven’t received a returns pack to return your BT router , unless you get a communication saying you haven’t returned the equipment and will have to pay for it , it’s a little irrelevant, if it’s the lack of a final bill , so you can be confident that your contractual obligation to BT is finished , I’d suspect that irrespective of what Plusnet have said , the communication that BT receives via OTS (one touch switching ) hasn’t been sent by PN or OTS , hence BT can’t issue your final bill and switch off your voicemail.

As you are now effectively now a Plusnet customer , it’s Plusnet you need to be contacting, potentially to resend the messages via OTS to say you are their customer, you could presumably ask BT to cease your service irrespective of the ‘in flight’ migration to Plusnet , but that may be tricky given the pending PN orders in the system….although it’s annoying I can’t really see what the issue is

Re: Migration to Plusnet but still active with BT

Peter_W — Tue, 01 Apr 2025 09:40:47 GMT

Hi again @tqotn.

That solution must have been marked by someone in error, so I've revoked this now 😊

I've also sent you over a private message so we can look into exploring this further!
Peter

Re: Migration to Plusnet but still active with BT

tqotn — Tue, 01 Apr 2025 13:18:16 GMT

Hi Peter

I really feel I’ve given all this information in this thread. I can still log into the BT website and app. My services are still active. Due to the structure here they installed the new fibre by drilling new holes and therefore the old wiring is still here. The phone service shouldn’t be going to voicemail as it should be disconnected. Plusnet advise they sent the required notifications to BT hence I got the sorry you are leaving messages when I placed the order. Plusnet have nothing else to do here and this is coming from the CEO’s office who has dealt with my case. I am posting back and forth here and I’ve explained the service is still live. Other than the sorry you are going emails back last year, I’ve heard nothing from BT. Can you please escalate this as I’ve asked multiple times. I am spending so much unnecessary time and energy here by repeating myself over and over again. I feel I’ve already given you all the information you need to have this passed to someone to look into for me. The line is still active. I’ve received no returns pack. I’ve received no confirmation my services are disconnected. My home phone line is going to voicemail and should be disconnected. It should not be going to voicemail. Please can you have this looked into. I’m exhausted going back and forth here. Thanks.

Re: Migration to Plusnet but still active with BT

tqotn — Tue, 01 Apr 2025 13:24:25 GMT

I’m really sorry for being snappy here. I’m just really unwell at the moment and have spent so much time doing something Plusnet are saying they’ve already done and that it’s BT who needs to deal. Thanks

Re: Migration to Plusnet but still active with BT

imjolly — Tue, 01 Apr 2025 13:26:02 GMT

your post does not go to BT and forum mods have no account access

use this link and the use the consumer email address which will get some action

https://www.bt.com/bt-plc/assets/documents/about-bt/policy-and-regulation/our-governance-and-strategy/codes-of-practice/customer-complaints-code/complaints-code.pdf