Moving to Sky but old ISP wants to charge !!

[Scubbie]

I have a great relationship with my current provider, very responsive to questions, 4 rings and speak to a person who then takes ownership of any issue until it is resolved. Unfortunatly it is just the cost to have this service that has forced me towards a cheaper package (Sky). I couldn't praise my current ISP enough,for their service - it is simply the price, and of course this cease charge.

No problem.

I moved to Sky because BT (my line provider) messed me around too much. My BB was through Eclipse and they were very good for my needs at that time. When I left Eclipse I let them know this.

I may end up biting the bullet like drt1710 had to do but I will argue as best I can that this cease charge is not a valid charge in this instance.

It is not the cost of the cease charge, it is the principle

Whilst you may be able to absorb the disconnection fee, many others may not. As has already been pointed out, why should an ISP claim a fee for work that another ISP is paying for? To me this is theft.

[Gobbo]

I wish I'd seen this Topic earlier. My transfer from Eclipse to Sky completed Monday without problem well pleased.
However Eclipse want to bill me too for Cease Notification charge. I was specifically asked by Sky to supply Mac code when ordering on the Saturday. I contacted Eclipse as soon as office open Monday by Wed had an email they were unable to generate code a cease order had been issued. Phoned sky cs who informed me Mac code not always needed. No mention of charges.This week get email from Eclipse confirming the billing they will not waive charge despite being with them 8 years So much for customer service.
I am now in contact with Sky again who need to look into the matter.
I am annoyed over this once again I feel that I am being misled and fleeced for a process that is supposed to be easy and transparent. Its only when you end up in a situation like this you realize how difficult it is to get to the bottom of it..only the most perdantic have the inclination to see it through.
I know from other forums this is not an isolated occurence. If I had been warned about this at the beginnning It would have been easier to accept and I would still have progressed the move anyway but for me It has tarnished what was a very pleasant & easy experience.
Apologies for my rambling but I have just come off the phone - its still a hot issue

[Lee 4459]

Hi,

Just to confirm that my (now old) ISP has charged me ~£30 for the cease charge but have stated that they will reimburse the charge if BT Wholesale dont send them an invoice - nice to see that the charge has been already made before BTW even invoice the ISP

As i stated previously, I have sent a copy of the BTW Section 44 to my (old) ISP (see previous post for link) .

[Lee 4459]

Just to add, I have also contacted Sky to see why they continue to refuse to use the MAC code transfer routine and results in their new customers having the BTW Cease Charge levied against them.

Will let you know what response I get

[Scubbie]

Sky tend not to use the MAC code when you move across to their LLU service anyway, so don't worry about that now.

You should get your money back in due course. Keep a record of everything and you should be fine.

[Isitme]

The MAC process only works on BT compatible lines. When you move to Sky LLU your line is no longer BT compatible. This is what makes moving from Sky LLU a bit more difficult than moving between BT suppliers..

In the past it was advisable to move your broadband first, the your phone rental a month or so later. This allowed a MAC to be used and seemed to make the moves seamless. As |Sky now require you to take phone rental with broadband this is no longer possible.

[Gobbo]

Good news after going back to my old isp & mentioning the BT Wholesale Cease charges when do/dont apply they dropped the charges.

However I found this Cease Fees on Migration to LLU :: Entanet International Ltd. :: think broadband useful.

The discussion goes into more detail about the process of a cease order towards the bottom. It appears there are several types. Depending which one the new isp issues to BT Wholesale is whether its chargeable.

It explains how you may get hit with a cease charge if your new isp incorrectly issues a cease PSTN or WLR3 these being chargeable rather than a Cease(M) or (L). It also explains how if your isp is lazy and automatically assumes the cease order is chargeable without checking.

[Lee 4459]

Hi,

Just to let you know that Sky have asked for a copy of the Cease Charge invoice and they will refund the charge.

This is not the best result, but it helps me. Basically it is BTW who should admit the error of their ways and stop placing the charge on a person when they switch to an LLU

[Scubbie]

Nice idea, but it should come from Ofcom.

It is Ofcom who set the rules.

[Lee 4459]

Just to let you know,:

The nice people at Sky have refunded by Cease Charge levied against me by my old ISP

I have not received a response from my question to Ofcom so I will chase this up

I have not received any further communication from my old ISP regarding the Cease Charge