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Migrating from Plusnet DSL to Virgin Media fibre-optic?


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Old 05-04-2011, 03:20
nocturnal1974
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Join Date: Apr 2011
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Hello,

I'm new here so hello again...

I asked my Plusnet Broadband for a MAC, they provided it and said if I don't use it by 24th April 2011 my service would stay with them even though I cancelled my broadband subscription with them...

I'm having Virgin Media installed on the 13th April and my 'ex' phone company BT said the transition would occur on the 21st April... which I also don't understand

As I know VM doesn't use telephone wires and not a BT line I don't think they will use this MAC number, I phoned them but the foreign operative hadn't a clue and she said VM would use this MAC!

If VM definitely don't use this MAC then I want a cessation, I phoned unhelpful BT who just kept asking me again why was I leaving and told me I'd have to phone VM

Has anyone else migrated from DSL to cable and experienced any issues, I can't find much info on the internet about this and I don't want to incur any more charges or continue with my old broadband Plusnet!!!



ps. they are all cowboys aren't they especially after paying them £1000's over many years!
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Old 05-04-2011, 07:13
Stig
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Location: Sandy Heath, Beds. UK
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You are not migrating. You are cancelling your phone/broadband with PlusNet and starting a completely new package with Virgin.

Are you moving your phone number? That's the only thing that matters.
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Old 06-04-2011, 01:43
nocturnal1974
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cheers Stig,

yes moving my BT number to Virgin

that is what I thought and I just wanted clarification which brings me to...

who do I ask to remove the broadband 'tag' as BT were unhelpful twice or do I ask Plusnet?

Surely my BT line is being cancelled therefore the broadband tag is being removed too or do I have to do this seperately

like I said BT totally unhelpful

BT said transition occurs on 21st and Plusnet state if my MAC isn't used by the 24th their service would stay with me even though I have cancelled/asked for MAC...

all this is a nightmare
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Old 06-04-2011, 02:46
timboy
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As Stig said you aren't migrating so you don't need to use the MAC.

All you need to do is tell Plusnet the date you want them to stop providing your ADSL service.

Nobody at either BT or Plusnet need to remove any tag as you are moving onto a completely different network so there is no tag to remove.

It isn't the case that BT Retail are being 'unhelpful', there is absolutely nothing they need to do and are correctly telling you to contact your new supplier, VM, to make sure everything is going through correctly.

1 question though, normally when a customer does a number port like you are the line from the former provider stops on the same day as the service from the new provider starts. Is your cable broadband starting on 13th April and your cable telephone starting on 21st April?
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Old 07-04-2011, 09:37
mjtaylor
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Join Date: Oct 2009
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Hi nocturnal74,

As it's a move to a cable company I don't believe the MAC is necessary - they'll have placed an order to transfer the line to them, which will automatically cease the line with us and hence remove the tag. If you're still worried I'd be happy to keep an eye on your account and make sure we don't keep charging you after the 21st, though you'd need to post a ticket number or PM me your username, if you're willing.

I hope that helps,

Matt T
Plusnet Support Team
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