Switching from O2 Broadband

Kempster · 4 Mar 2010 at 11:53

Hi

Just a quick question,
i changed my ISP from O2 to Zen Internet via MAC code back in Dec 09 and O2 have been sending me billing emails still for my broandband

I can understand getting one bill from them as i was still in my billing period when switching to Zen but just noticed from my statement ive had another two payments taken

Yes i know i should have got onto my bank and canceled my direct debt but when ive changed internet in the past, my old internet company has canceled on the next bill Period

Just got off the phone to O2 and got told that my account has not been canceled and is still active either when ive used my MAC code?

Am i right in asking for those two payments to be refunded or not?

anything I don't mind · 4 Mar 2010 at 11:55

did you formally cancel with o2 but then just not cancel the dd on your side ?

if you did cancel and have the confirmation then i would ask for the money back.

Kempster · 4 Mar 2010 at 12:05

Yes i rang them up saying i wanted to cancel my account and request my MAC code and the Customer Service person asked reasons why i wanted to cancel i.e due to the speed problems on the O2 Home Broadband Access package

i didnt cancel the DD on my side as from my understanding my account would been closed and canceled on my next Bill period

mp260767 · 4 Mar 2010 at 12:25

if its like what they tried with me, did you actually call them on the day you switched over to zen to tell them you wanted to cancel your service with them ?

if you didnt thats why its still active, they don't believe that you asking for a mac code is the cancellation of the account, you physically have to call them on the day you move to your new service.

Kempster · 4 Mar 2010 at 12:39

Nope didnt call them on the day of switching over to zen as didnt think i needed to tell them twice as i made it clear to them i wanted to cancel and change to a different ISP when i was requesting my MAC code

samurl · 4 Mar 2010 at 12:52

When you gave Zen your mac code they should have dealt with O2 to be able to swap you over to their service, I don't understand how you've managed to pay 2 bills for 2 different ISP's when they will have communicated with eachother and Zen will have made clear you were moving to them. This has been my process everytime.

mp260767 · 4 Mar 2010 at 15:07

Kempster said:
Nope didnt call them on the day of switching over to zen as didnt think i needed to tell them twice as i made it clear to them i wanted to cancel and change to a different ISP when i was requesting my MAC code

that will be what it is then, i spent ages "discussing" this with them they flately refused to believe that when i requested my mac code i was terminating my contract with them

.

Freakitchen · 5 Mar 2010 at 17:15

I requested my MAC code from o2 last week. The chap I spoke to advised me to call on the day I moved over to the new provider to formally cancel the account - at which point it would be closed after a 7 day notice period.