PlusNet accuses TalkTalk of poaching customers
In its online blog, PlusNet says that it has experienced increased customer calls complaining that their broadband connections had suddenly stopped working. PlusNet estimates that TalkTalk is ?poaching? up to 2,500 customers from them and other ISPs each month.
PlusNet states that the common factor in each of these cases was that the customers had recently switched their home phone provider from BT to TalkTalk – but not their broadband. PlusNet also claimed that TalkTalk?s customer service department was advising potential customers that they did not need a MAC code to migrate to TalkTalk and that they would ?take care of everything?.
Michael Phillips, product director at BroadbandChoices.co.uk says:
?This is a very serious issue. Whatever the reason might be for these mistaken migrations, customers will find it difficult, and even costly, to migrate away from TalkTalk?s unbundled network again. They may also possibly have to enter into a new contract if they return to their previous provider – even though they didn?t want broadband from TalkTalk.
?Even if TalkTalk are able to migrate customers without a MAC code because of the technology that they use, Ofcom needs to have regulations in place to make sure that such accidental migrations do not happen.
?If customers are complaining that they?ve been switched without their permission, then TalkTalk needs to ensure that they?re not charged a cessation fee until the issue is resolved.
?This is a worrying complaint as it seems to imply that the Local Loop Unbundling (LLU) network is open to abuse, so both customers and ISPs need to be vigilant to ensure that these problems don?t continue,? concluded Phillips.
Related posts: