Does anyone know anything about broadband?

[rottiemum88]

Asking for my mum...

She moved into a new house on 23rd July and placed an order with Plusnet for fibre broadband. Today, she's had an email from them to say her order was cancelled because the existing supplier says she's not switching. As far as she knows, the previous occupier was with Talktalk, but when she called them she was told they couldn't speak to her because she's not their account holder. Plusnet are still insisting that the only way to resolve the situation is for her to speak to Talktalk 🤯

Has anyone ever been in this situation before and knows how to end the stalemate?? She could try a different supplier, but they were all quite a lot more expensive than the offer she got with Plusnet and she's already paid them for the first month (I presume they should be refunding this at some point if they've cancelled her order, but no confirmation to that effect yet).

Thanks!

[AmyFl]

I can't be much help OP, but I will say that I used to have TalkTalk as my supplier, and they were the worst company I have ever dealt with in my whole life.

[WingBingo]

Not sure but if their records show talktalk are still providing a service to that address, plug in a router?

Depends on her morales.

[rottiemum88]

@WingBingo

Not sure but if their records show talktalk are still providing a service to that address, plug in a router?

Depends on her morales.

To be honest I don't know if she's checked whether the existing connection is still active. Wouldn't there be a password even if it was? 😬

[rottiemum88]

@AmyFl

I can't be much help OP, but I will say that I used to have TalkTalk as my supplier, and they were the worst company I have ever dealt with in my whole life.

Oh dear

[NeverTalksToStrangers]

There wouldn't be a password for the internet, the router yes.

[StrawberryFizz26]

She could call talk talk & tell them she's a new tenant. They should be able to set up a new account for her.
If she doesn't have any luck then raise a complaint using resolver.

[rottiemum88]

@StrawberryFizz26

She could call talk talk & tell them she's a new tenant. They should be able to set up a new account for her.
If she doesn't have any luck then raise a complaint using resolver.

Thanks, she really doesn't want a new account with Talktalk, but I agree she may well have to call them again and raise a complaint to get them to do anything.

Plusnet are definitely saying that it's Talktalk who are blocking the move...

[StrawberryFizz26]

rottie maybe the old people haven't cancelled the account?
It's very odd. I work in telecoms & I can't think why the losing provider would be blocking the move. Unless, there's arrears on the previous person's account & they've not settled it before moving.

Resolver is a really good, free to use on line complaint site.

[DianaT1969]

Perhaps the previous tenants were still under contract when they left (18 month deal type of thing) and are having trouble cancelling, or they figured out it was cheaper to keep paying, rather than pay the penalty.
Not sure what you can do about that though.
If I were her, I'd call them pretending to be a new customer. Record the call on my mobile. When they get to the payment details say, I have changed my mind.
Then raise a complaint with them or the ombudsman.

[amicissimma]

I'm sorry to say that my experience was the same as AmyFl's. I got rid of them eventually, but I can't remember how.

I'm now with Plusnet and love them.

[Cakeorchocolate]

No help either but I'm another one who found talktalk the worst company ever for customer service.
Genuinely I wouldn't use them again if I was paid to!

[babydisney]

I previously worked for plus net and this doesn't sound right, you automatically just set up with your provider. The previous tenants house has nothing to do with your mum's account or her request. I don't want to get into too much trouble but as a hint I would like elsewhere and go with a more reliable company perhaps. 🙂

[babydisney]

Look elsewhere *

[username58]

Agree with the sentiments about talk talk. I've not used them personally but used to work for lloyds bank in the call centre and the amount of bad things I heard about talk talk was shocking. I'd never go with them and always advise anyone I know not to either.

[rottiemum88]

@babydisney

I previously worked for plus net and this doesn't sound right, you automatically just set up with your provider. The previous tenants house has nothing to do with your mum's account or her request. I don't want to get into too much trouble but as a hint I would like elsewhere and go with a more reliable company perhaps. 🙂

Thanks, I think that's probably what she'll have to do. I did explain to her that everything I've since read suggests that this really shouldn't be happening, but after trying to resolve the issue with them by phone, Plusnet still sent an email which confirms what they'd already told her verbally. It's very frustrating when she's paid them for a month upfront and is without internet until this is all resolved (bad mobile signal in area, so being able to speak to her is a bit hit and miss).