ISP transferred even though requested cancelled!

Double07

Double07

Double07

Associate
Joined
10 Jan 2006
Posts
1,832
Location
Scotland
I just thought I would have a rant here, and see if anyone else has experienced something similar.

I recently requested a switch from Sky to Plusnet as my broadband (DSL) was coming to an end and I had a few issues with Sky and Plusnet were doing a decent deal. Duly placed and online order for a switch to Plusnet on fibremax connection.

Got an email the next day saying that as the cabinet was full they could not provide me with the fibre connection, and this is of course outwith their control as it's down to Openreach to increase capacity and that isn't happening any time soon. Fair enough. Email states call to cancel the order or they can switch it to regular DSL. Called and asked them to cancel which they said was fine and it was all done.

Lo and behold I wake up today and have no internet connection, do the usual faffing about with no joy. Tether my phone to my PC and go through the Sky rubbish online and then have to call them. Wait 15 mins on hold to be told that Plusnet have gone ahead and taken over the line anyway! They haven't sent me a router or anything so I now have no flippin' internet other than destroying my mobile data allowance (OK I have 9GB so it's not the end of the world, yet).

Now I have to wait for my girlfriend to come in from work to phone Plusnet as she did the switch as she would be the one paying the bill. Can't wait to hear what wonderful excuse they have lined up for this one :) And how long I am going to be without internet.

Also an issue with the switch was that Sky were going to refuse to waive the early termination fee as I didn't let them know about me leaving within 30 days of their notification of price increases, I called on day 31! Its only a tenner or something but if Plusnet say "Oh well we'll just send you a router now and you can stay with us" I'll get landed with that charge too.

Anyone else experience anything similar, and if so what was the outcome? I shall update the thread once we've spoken with Plusnet in case anyone else experiences a similar fate and wants to know the outcome.
 
When was the expected activation date and when did you call Plusnet to cancel their order? It needs to be at least the working day before the activation date, but I’ve seen times when late afternoon isn’t enough time and it can’t be stopped.
 
MissChief said:
When was the expected activation date and when did you call Plusnet to cancel their order? It needs to be at least the working day before the activation date, but I’ve seen times when late afternoon isn’t enough time and it can’t be stopped.
Click to expand...

It has changed over today, and they hadn't actually given me a date because they couldn't provide the service which I had ordered. It just said it would be at least 14 working days from the date of order (26/04 if I recall correctly). Called up on 03/05 to request cancellation. Just logged into the Plusnet online account which was created during the order and it shows as the order being cancelled and the account closed.

**UPDATE**

Called Plusnet who said they had cancelled the order as requested and had not taken over the line, and in fact Sky had cancelled the line. Called Sky who said "Oh yeah we terminated the line as you were transferring and Plusnet have not told us you had cancelled with them".

So now I am in a position with no working phone line, no internet and two companies blaming each other. Sky said they can reactivate the line but as its terminated it would be a new order with all that entails, and plusnet would be the same with the associated wait time for setting them up.

Clowns to the left of me, jokers to the right........
 
Last edited:
Double07 said:
It has changed over today, and they hadn't actually given me a date because they couldn't provide the service which I had ordered. It just said it would be at least 14 working days from the date of order (26/04 if I recall correctly). Called up on 03/05 to request cancellation. Just logged into the Plusnet online account which was created during the order and it shows as the order being cancelled and the account closed.

**UPDATE**

Called Plusnet who said they had cancelled the order as requested and had not taken over the line, and in fact Sky had cancelled the line. Called Sky who said "Oh yeah we terminated the line as you were transferring and Plusnet have not told us you had cancelled with them".

So now I am in a position with no working phone line, no internet and two companies blaming each other. Sky said they can reactivate the line but as its terminated it would be a new order with all that entails, and plusnet would be the same with the associated wait time for setting them up.

Clown to the left of me, jokers to the right........
Click to expand...

I’m just imagining someone on the same cab getting installed on your pair and leaving you with no capacity for the ultimate irony :D
 
Avalon said:
I’m just imagining someone on the same cab getting installed on your pair and leaving you with no capacity for the ultimate irony :D
Click to expand...

Hahah please do not even say that :)

Just had another call with Sky, they will reactivate the line and no contract but its going to take upto 10 days for the activation to take place. Fine I say as even ordering it elsewhere is going to take the same time as it's a new provision and I can deal with switching later I JUST NEED THE INTERNET!

Off she goes to activate and guess what, its £20 to activate the line and they have no way around it (after 5 minutes of them faffing about trying) other than me paying the fee and then it being refunded back to me. Couldn't make it up.
 
After all that I wake today and notice the internet light on the Sky router is back on, and its working again with a new phone number! Then I notice the openreach guys outside my house doing stuff so I go ask what they are doing and they say "Oh we installed an addon cabinet to the one outside your house earlier today" and I can now get fibre!!
 
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