topic Re: Cancellation in My Account/Billing

Cancellation

CorbyDave — Sun, 21 Aug 2022 08:50:50 GMT

Hi. After much faffing about my account with Plusnet was cancelled yesterday (20th). I am not having a new provider as I am now using 5g broadband. However, my phone and broadband are still working today. I’ve spoken to 2 people at plusnet who assure me that they are no longer providing my services but could not explain why I am still connected. This seems very strange to me and wondered if there is any explanation for it.

Re: Cancellation

Baldrick1 — Sun, 21 Aug 2022 10:20:34 GMT

Moderators Note

This topic has been moved from Everything Else to My Account/Billing

Re: Cancellation

EmilyD — Wed, 24 Aug 2022 11:23:48 GMT

Hi @CorbyDave. I’m so sorry for how long it’s taken to get back to you! We’re quite busy right now, so it’s taking a longer than we’d usually like to get back to customers.

It's odd that your phone and broadband were still working after your cancellation. I'm sorry for any concern that this has caused. I've had a check of your account and can confirm that it's showing as cancelled. Are your services still working today or have they now stopped?

Re: Cancellation

CorbyDave — Wed, 24 Aug 2022 13:24:26 GMT

Hi Emily.

All seems to have stopped now, although I still have a dial tone, but can’t make or receive calls.
I’m probably being paranoid but I see strange messages when I log into my account.

For example under ‘phone’ I get the following:

‘Your Home Phone order is currently being processed.

We will keep you updated by email and tell you once your service is ready to use.’

Which doesn’t read like a cancellation to me!

Hopefully you are right and everything is cancelled and I will just receive a final bill.

Regards, Dave

Re: Cancellation

EmilyD — Wed, 24 Aug 2022 13:48:10 GMT

Thanks @CorbyDave and apologies for any concern that the message has caused - I'll flag this to the relevant team and I can confirm that your cancellation has gone through.