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Plusnet Usergroup » All Users - The Open Forum » Announcements » Cancelling accounts & the 30 day notice period...
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Author Topic: Cancelling accounts & the 30 day notice period...  (Read 20504 times)
bpullen
Plusnet Staff

Posts: 1980


WWW
« on: September 15, 2006, 06:03:24 pm »

Hi all,

Thought I would make a quick post to give people a heads up about some changes in the way accounts are cancelled by the CSC...

As most will know, we hold customers to a 30 days notice period. Up until now when a request was recieved to cancel CSC would have scheduled the account to close at the end of the next paid period. ie the next payment would be taken in full and the account closed 30 days after that. This was primarily because our systems were unable to handle part payments. On occasion we would use a strict 30 day notice period if a customer requested it, but it was a very cumbersome procedure as we had to manually take payments, move billing dates and re-schedule the ceases with BT.

The good news is that after some new development jiggery-pokery we're now able to manage this in a much fairer way.

Assuming a monthly contract the following applies...

If you were to request cancellation today we would close the account and schedule a cease in exactly 30 days time. On the date you request cancellation we would also take a pro-rata amount that covers anything past your next billing date up to day 30 of your notice. Any deferred hardware and activation fees are taken at the same time.

In the case of an outbound migration we now downgrade your account as soon as we receive notification that the service has been transferred by BT. No further payments are taken at this point.


Now we obviously would rather customers didn't leave but those that have in the past have often found the old procedure a pain. I know some of you often help and advise other customers so hopefully this post should make sure we're all singing from the same hymn sheet. feel free to discuss.

Kind Regards,

kitz

Posts: 4323

WWW
« Reply #1 on: September 15, 2006, 06:06:10 pm »

Thanks for the heads up bob.

Just to clarify a couple of things... how would this fit in with the request of a MAC key.

In otherwords is the request of a MAC considered 30 notice... and if so, what then happens if the customer doesnt use it?


Dont forget the Geeks!
kitz 2005
scarymonkey

Posts: 1085

WWW
« Reply #2 on: September 15, 2006, 06:12:58 pm »

Bob,

Like KItz question mine regards migrations and MAC requests. Assuming a MAC is requested midway through a billing period, would anything be taken at the time of the MAC request to cover the period from the next billing period to the end of the 30 days?

Under the old system, a full month would of been taken during the 30 days and then a refund processed/requested for the period after the 30 days (assuming the MAC was used). Reading what you said, it sounds like if someone requests and uses a MAC before there next billing date, they wouldn't be held to the full 30 days notice.

Let me know if I need to try and reword this to make it easier to understand.

Vince Marsters
bpullen
Plusnet Staff

Posts: 1980


WWW
« Reply #3 on: September 15, 2006, 06:37:51 pm »

Hi guys,

To be honest the MAC key process hasn't changed for a month or two although I don't think many were aware of how it worked.

Kitz, if you request a MAC and it isn't used, nothing happens. The account remains open and billing continues as normal.

I'll try and explain the MAC key process in a bit more detail...

Imagine a customer whose billing date is the 25th of the month. They request a MAC key on the 1st and the CSC generate this and pass it back to the customer on the 2nd. The cusotmer then passes this to their new ISP who places an order with BT and is advised of a migration completion date of the 18th.

Assuming the migration is successful the customer's service will be switched on the 18th. We receive delta reports form BT advising us when this happens. At worse it will take a day or two before this is parsed by our systems. What happens then is a script is run that automatically downgrades the customer's account to a non-subsription generic services offering. No further payments are taken.

So to clarify what you are probably thinking... In this instance the customer has not provided 30 days notice and neither have they been billed for it all Smiley

Regards,

scarymonkey

Posts: 1085

WWW
« Reply #4 on: September 15, 2006, 07:02:52 pm »

But what happens if using your example they migrate out on 26th, so after the next billing date as I am guessing they would pay another month on 25th and use only 1 day, with a total of 5days in the 30 day notice period?

Vince Marsters
jelv1

Posts: 2130

« Reply #5 on: September 16, 2006, 11:55:58 am »

Imagine a customer whose billing date is the 25th of the month. They request a MAC key on the 1st and the CSC generate this and pass it back to the customer on the 2nd. The cusotmer then passes this to their new ISP who places an order with BT and is advised of a migration completion date of the 18th.

Assuming the migration is successful the customer's service will be switched on the 18th. We receive delta reports form BT advising us when this happens. At worse it will take a day or two before this is parsed by our systems. What happens then is a script is run that automatically downgrades the customer's account to a non-subsription generic services offering. No further payments are taken.

What happens is a customer requests their MAC on the first and for reasons we are all aware of, Plusnet fail to provide the MAC? I assume Plusnet will take the payment on the 25th as normal. Is the customer entitled to cancel their direct debit after that has been taken?

jelv
dtomlinson
Plusnet Staff

Posts: 2156


« Reply #6 on: September 16, 2006, 12:20:06 pm »

Payments will continue as normal until they migrate out, so if they request the MAC on 1st and haven't received it by 25th they are billed as normal, if by the following 25th they are still a customer (e.g. received but not used the MAC) then they would continue to be billed.

Regards,

Dave Tomlinson
PlusNet Support
Phil Richardson

Posts: 992

Products Specialist

« Reply #7 on: September 21, 2006, 07:41:47 pm »

As per Daves message, billing would take place as normal. Your right, if they migrated on the 26th, one day after billing, from the customers perspective this is annoying.

We are in the possition that we do not know the migration is taking place until it completes, so for the same reason that billing takes place if the customer does not migrate, the account will continue until such a time they have actually left.

Customers due a refund in the example they migrate out on the 26th, should raise a ticket as normal so a refund can be issued.

Phil Richardson
Plusnet Products Specialist
Ultra

Posts: 777

WWW
« Reply #8 on: September 21, 2006, 11:21:40 pm »

So going back to the query from Kitz, if someone didn't request the MAC, then the billing would be some partial amount, but if they did request a MAC (and had not yet used it) then if they are still not "clear of PN" they'd be billed the full amount (and need to claim some back).

It was nice to see Bob's example of requesting MAC, switching on 18th and not being billed anything more (assuming no deferred charges).  I have twice requested a MAC a day or two before billing and used at least 2/3 weeks of the paid-for time.  Nowadays someone would not need to request the MAC on that timescale, just 10 days before billing and with some ISPs they might be switched in time.
GRITS

Posts: 1

« Reply #9 on: September 23, 2006, 09:20:39 am »

Bob, I think your explanation is easy to understand and I believe customers will like the idea.  Thanks, GRITS
Scouser200

Posts: 32

« Reply #10 on: September 29, 2006, 07:06:46 pm »

Please can you review my account, i have an agreed cease date of the 15/9/06, the reason for cancellation was that you have not provided me with a service for over 11 weeks having lost my service on the morning of 11/07/06 and by that i mean zero broadband zero connection, you still have not actioned the cease because "the order did not complete as requested" (see ticket 20235738 user stevehall). You have refunded me for some of this service but by my calculations you still owe me money.

I have cancelled my direct debit because i cannot see any justification in continuing to pay you especially as you immediatly closed my outstanding fault log therefore declaring you are not prepared to repair the connection. You have now sent emails to me registering your concerns over your inability to collect funds. Why should i continue to pay you money with the backdrop of this problem.

Please advise
Tam

Posts: 1188


100Mb via Enta.net :D

« Reply #11 on: October 02, 2006, 10:17:58 am »


Assuming a monthly contract the following applies...

If you were to request cancellation today we would close the account and schedule a cease in exactly 30 days time. On the date you request cancellation we would also take a pro-rata amount that covers anything past your next billing date up to day 30 of your notice. Any deferred hardware and activation fees are taken at the same time.



Intresting....... seeing as i've just had a cancellation put on hold until my next billing date and then will be 30 days from then...

I assume as with everything PlusNet recently, no one actually told the support staff of the changes Sad

bpullen
Plusnet Staff

Posts: 1980


WWW
« Reply #12 on: October 02, 2006, 12:30:02 pm »

Tam, do you have a ticket ID? The support staff are all aware of the new procedure. In fact if you could see the cacnellation tools you would realise that it's very difficult not to adhere to it TBH!

I'm pretty confident that there will have been a valid reason for your ticket being on hold, although I could always be wrong.

Rgds,

Tam

Posts: 1188


100Mb via Enta.net :D

« Reply #13 on: October 02, 2006, 12:37:34 pm »

Tam, do you have a ticket ID?

 20382186

Tam

Posts: 1188


100Mb via Enta.net :D

« Reply #14 on: October 03, 2006, 02:49:12 pm »

Tam, do you have a ticket ID?

 20382186

*cough* *cough* ..... nudge nudge..  wink

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