Tweet
I am trying to find out my legal position with regard to a phone bill from my old phone provider. Any advice would be gratefully received.
Plusnet told me they had "ported" my number from Virgin as I had arranged with them to do ( I still have their text from the 12th December confirming that it had been done ). They hadn't - the old line was still active and Plusnet had in fact given me a new line with a new number ( without telling me about the new number, or telling me I had to unplug my phone and use a different invisible phone socket they had installed along with the new modem ).
Virgin say I have to pay their bill for another month's line rental plus the calls I made ( I used their line because there was still a dialling tone, so I didn't realise I was making the calls through Virgin ). They say that even though I asked them to close the account on the 12th of December, they were waiting for Plusnet to "port" the number over and could not close the account until this had been done.
Plusnet customer services have not been helpful about this so far - the person I "chatted" to through their website ( phone calls so far have involved an hour on hold before getting through ) claimed Virgin were "blocking" them and were lying to me.
Someone at Plusnet has messed up and they don't want to take the responsibility.
They still haven't transferred the new number even though I have asked them again to do this - so I still have two active accounts.
Plusnet told me they had "ported" my number from Virgin as I had arranged with them to do ( I still have their text from the 12th December confirming that it had been done ). They hadn't - the old line was still active and Plusnet had in fact given me a new line with a new number ( without telling me about the new number, or telling me I had to unplug my phone and use a different invisible phone socket they had installed along with the new modem ).
Virgin say I have to pay their bill for another month's line rental plus the calls I made ( I used their line because there was still a dialling tone, so I didn't realise I was making the calls through Virgin ). They say that even though I asked them to close the account on the 12th of December, they were waiting for Plusnet to "port" the number over and could not close the account until this had been done.
Plusnet customer services have not been helpful about this so far - the person I "chatted" to through their website ( phone calls so far have involved an hour on hold before getting through ) claimed Virgin were "blocking" them and were lying to me.
Someone at Plusnet has messed up and they don't want to take the responsibility.
They still haven't transferred the new number even though I have asked them again to do this - so I still have two active accounts.
Comment