Billing after cancellation

[nanjay1]

I see what you say, but I thought I had read on the website that 2 months notice was obligatory. The new provider was I suppose unhelpful - which I didn’t realise- by doing the physical process of changing over so early, but I never realised there would be these unforeseen consequences. 

[nanjay1]

let’s hope so. The automated call was horrible!

[Christopher_G]

Hi @nanjay1 

Welcome to the community. 

I'm sorry to hear of your experience with this. I've sent you a private message to get some information from you. Could you take a look at your community inbox and get back to me please?

Thanks

Chris

[Kodikid]

Thought that was the point of one touch switching?

[Kimberlin]

If you use OTS, then as long as you’ve completed your initial 24 month contract and have moved onto the monthly rolling contract, then from experience of successfully using OTS, you don’t give any notice by phone or email, OTS just takes care of it, otherwise, as appears to be the case in this story, the whole process is unnecessarily complicated by further customer involvment.

When I switched using OTS, I did it the very next day after my contract with BT had expired. I then had no further involvement in the process and the switch was completed 5 days later.

As for direct debits, no one should cancel a direct debit, in this case with BT, until confirmation that all equipment has been received as returned and any refunds by BT have been actioned.

[zulu17]

The issue that I see in this customer  experience  is that the industry has not explained  its  transfer/cancellation process clearly.  So my view is that Ofcom , BT and the potential  new supplier all should look at themselves  and consider how to improve the customer  experience. 

If a customer  were to ring  BT  to request/discuss cancellation  or move, then did BT inform them that under OTS the new provider  would handle things.  

[Kimberlin]

@zulu17 

https://www.bt.com/broadband/switch
Whether or not a customer chooses to look for the information rather than diving in straight for the phone, is another matter. Plusnet also have an equally good web page explaining what will happen using OTS.

I get it, I’m just one individual who had a great trouble free experience using OTS without the additional faff of transferring a landline.

[nanjay1]

yes, I do now wish I had not let Community Fibre come in before 4 September when my two year contract ended. however, I was unaware that I could have a rolling contract; thought it had to be another fixed term.

[Kimberlin]

@nanjay1  Well that’s the thing, you are automatically moved onto a 30 day rolling contract if you choose to ignore any ‘offers’ either via email or via your MyBT account, or if you’ve got loads of spare time on your hands, by calling Retentions.

Lesson learned here, unless you  accept the kind of inducement EE are currently offering at time of posting to the tune of £300 to assist with the payment of early termination fees, then don’t do anything at all until your BT contract expires, else it will it seems, just get complicated. Obviously whilst on a rolling contract, you would lose any discounts etc associated with a fixed term contract. The trick is not to be lazy and just sit there paying obscene amounts of money for something others are getting for much cheaper.

[gg30340]

@nanjay1 

I would suggest if you have not already done it that you respond to email that the moderator has sent you. They will investigate what has happened to see if there is anything that can be done to help you.