Being chased for £118 from my old land line provider...

new boy

new boy

new boy

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I had a letter from my old landline provider primus AKA new call telecoms AKA Fuel broadband asking me for £118.06.

I was using them for landline only, but haven't used them since 04/09/14 when I switch my broadband and phone line to plus net.

I rung them up, and they said I have to pay because I didn't cancel properly? I honestly cant remember what I did or didn't do because it was over a year ago and quite a trivial / non-memorable moment.

What should I do? Do I just have to suck it up and pay for a 2nd line that isn't even active because I might have not informed them I was moving? The phone guy didn't offer much advice than just pay, so i said I'd have a look into it...

:(
 
I would suggest trying to find any details out regards the line you had and then ask them to prove you did not cancel correctly and ask why it has taken them a full year to request the funds from you.
 
Iron-man said:
I would suggest trying to find any details out regards the line you had and then ask them to prove you did not cancel correctly and ask why it has taken them a full year to request the funds from you.
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on the last part, I paid them yearly...
 
I cant find any documentation to suggest I cancelled the old landline, and I just read this on the ofcom website

Cease and re-provide process

You'll most likely use this process if you're switching services with providers that are delivered over different networks.

For example, if you're switching to or from cable broadband on the Virgin Media network.

If you're switching to or from a cable network, you will need to stop your service with your current provider and start a new service with a new provider (sometimes known as 'cease and re-provide').

In these circumstances you will need to contact both your current provider to cancel your contract and your new provider to arrange your new broadband service.

You may decide to coordinate the start of your new service with the end of your old service, or you may wish to have an overlap of your old and new contracts.

If you're following a cease and re-provide process, you will normally receive notification from the provider you are leaving that your contract is ending (and notification of any charges associated with this), and you will be given a new contract from your new provider which will tell you when your contract is due to start.

Note that if you use this process and a new line needs to be installed to your premises, you may be liable for the cost of this installation.
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Guess I'm screwed.
 
So when to contracted with Plusnet it was on a separate/new line? If so you would need to specifically cancel the other line if you didn't want it anymore.

If there is just a single line then that's probably a different matter.
 
bremen1874 said:
So when to contracted with Plusnet it was on a separate/new line? If so you would need to specifically cancel the other line if you didn't want it anymore.

If there is just a single line then that's probably a different matter.
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I dont know really, I didn't specificity ask for a new line, I kept the old number I think, BT engineer came out to do what he needed to do whatever that was.

I certainly dont have two lines in the house that I could use.

I'm using plus net fibre which runs off of BTs infinity network. Does that count as "providers that are delivered over different networks" like virgin fibre does?
 
The BT engineer will have come out because PlusNet only do engineer assisted fibre installs.

If you only have one master socket then you only have one line. I would have expected PlusNet to inform the previous operator that they were taking over the line. That should have been enough to trigger a cancellation with the previous operator (contract allowing). Personally I would have confirmed the cancellation for myself, but that's water under the bridge.

BT Infinity is provided over the standard copper lines. It isn't the same situation as you have with Virgin and their completely separate cable network.

I'd try and contact PlusNet and see if they can provide any insight.
 
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