Switching Back To BT From Plusnet Problems

[thomasjp1]

Hi I wonder if anyone has advice!

I am trying to switch my telephone landline and broadband back to BT from Plusnet but something seems to have gone wrong.

I signed up online and got confirmation emails through with an order date of 12th Feb.

Then I got a further email saying my service would start on the 14th.

I also received a Home Hub 4 through the mail.

An engineer arrived on the morning of the 14th under the impression he had to change connections at the telegraph pole - but the line is underground. He said another engineer would have to come.

I received a further email saying my services would be working on the 16th.

At this point I telephoned customer services for reassurance and they seemed to think all was ok - although for some reason the initial order had been cancelled then re-ordered.

I realised I had not had any communication from Plusnet about my leaving them but customer services thought this was not unusual.

On the morning of the 16th two engineers arrived seemingly thinking they were to install a new line. I explained I was only switching suppliers and they did some tests on the line then went off to the exchange. After a short while they returned, did some further tests then said everything was up and running.

After a short while I tried the telephone and sure enough it was working however I soon realised my telephone number had been changed!

This I certainly did not want - my existing number was confirmed on the initial emails and had there been any prospect of losing it I would not have gone ahead.

I telephoned customer services again and was told they would try to sort it (they mentioned a possible charge but said if it did appear on a bill I should dispute it!) The very helpful agent said it was not a problem she had encountered before.

I went ahead setting up the Home Hub and the internet is working ok.

I subsequently received another email confirming I would be changed back to my original number and there would be no charge.

At this point I investigated online and it is apparent Plusnet still think I am their customer - it looks like BT have not requested the change of service provider.

Today - 19th Feb - at lunchtime I received a call from BT telling me my number would be changed - but to another different number!!! I explained the situation to the agent and he said he would have to call me back. After over 2 hours I checked the phone again to find I had indeed been switched to this third number!

I telephoned customer services again and was told they were now requesting my original number from Plusnet and would hear in a couple of days. I do not, however, have great confidence at this stage.

It seems at the moment I am probably paying for 2 services simultaneously!

I don’t know if at this stage I can cancel the whole BT thing and just stay with Plusnet? I don’t want to lose my number as all my work contacts have it and I also have a load of legal and financial things ongoing: - I know! - I should have waited till life generally was running smoothly but I am dealing with a bereavement and an estate!

Any tips or pointers gratefully received.

Thanks.

[Keith_Beddoe]

I have asked a moderator to provide assistance, they will post an invite on this thread.
They are the only BT employees on this forum, and are based in the UK.

[NeilO]

@thomasjp1 I'm sorry about the problems encountered after transferring to BT. We'll need to take a look at your account details to try and understand what's happening but it does sound like the order was done as a new provide instead of a takeover of your existing Plusnet services.  

Please use the 'click here to contact the mods' link in my forum profile to send in your details. You can find the link by clicking on my username.

Thanks

Neil

[thomasjp1]

Thanks for the speedy response. I have contacted the mods.

[iniltous]

I wonder if you accidentally ordered a 'new' line rather than a migration from Plusnet to BT, that would explain a few things, like why Plusnet don't know you are leaving them, why you got a 'new' number from BT and why Openreach engineers turned up at all, I don't know how easy the website is to navigate , and although it's being wise after the event, speaking to BT to arrange this migration may have be better than trying to arrange it yourself 'on line'

[thomasjp1]

Thanks for responding. The initial confirmation emails did confirm my existing number so something seems to have gone wrong after that. But yes you're probably right it's better to speak to someone! BT customer services have been helpful (as have Plusnet!) and I have asked Plusnet to cease my service and hopefully eventually will get my original number back.

[DanielS]

Hi @thomasjp1,

Thanks for speaking with me previously. I have been calling you today but missed you at home. Your mobile went straight to voicemail each time. I'd like you to know that the renumber order has gone through. You should notice that you have your number back. I'll be out of the office tomorrow but I will be here on Saturday. I'd like to help resolve everything else.

Thanks

DanielS

[thomasjp1]

Thanks for your help DanielS! Number working ok.

[DanielS · Accepted solution]

That's perfect @thomasjp1.

I'd like to help sort out your billing next. Can you send me a copy of your final bill from the other company when you get it please? You can do it through PM or else I can speak with you and arrange another way such as fax. You can take out any personal details before sending it through if you wish. Do you know what date you'll receive it?

Thanks

DanielS

[thomasjp1]

Hi

Hopefully have sent you a PM.

Thanks!