topic Re: Dishonest email? in My Account/Billing

Dishonest email?

lowfam — Fri, 02 Dec 2022 15:59:54 GMT

I recently received an email from Plus Net stating that my 'old technology' ADSL line was being 'retired', and that if I didn't upgrade to fibre soon, I 'risked losing my broadband service'.

I phoned customer service, and they confirmed that this was nonsense, and no such thing was about to happen. So this was just an attempt to scare me into upgrading to broadband, (and losing my land line). I think this is pretty underhand practice, and a blatant lie.

Has anyone else had this email?

Re: Dishonest email?

jab1 — Fri, 02 Dec 2022 16:23:38 GMT

@lowfam Do you still have the email - this sounds suspicious to me?

Re: Dishonest email?

lowfam — Fri, 02 Dec 2022 16:32:41 GMT

Yes I still have it.

Re: Dishonest email?

jab1 — Fri, 02 Dec 2022 16:36:15 GMT

OK, that is good. can you copy/screenshot it, and post it on here - obscure your name/username, but please try and include the header and footer, as they give some extra detail?

Re: Dishonest email?

lowfam — Fri, 02 Dec 2022 16:48:34 GMT

If you can’t see this email, click here.

Username:

Thanks for being with Plusnet

Hello Kevin

You may be aware that the telephone and broadband network in your local area is being upgraded in the near future due to new technology being available.

This means that the copper lines that are currently used to make calls are being retired, which will result in you needing to change to a new broadband product which uses the new technology.

We are writing to let you know what options are available to you.

As a valued Plusnet customer we can offer you our Full Fibre product. Full Fibre, sometimes called FTTP (Fibre to the Premises) connects straight into your house, so you don’t need a phone line.

You can take our new Full Fibre service starting from £21.49 per month for 24 months. Log into your Member Centre to view some options.

To find out more about Full Fibre click here.

Our new Full Fibre products are broadband only. If you’d like to continue using a landline, then please contact us and we can talk you through some options.

If you are unsure about your call services or if you’d like to talk to us about your options, then please call us on 0800 013 2640.

It’s important that you switch to a new product before the upgrade happens so that you continue to receive the same great level of service from us, if no action is taken you risk losing your broadband service.

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The price for broadband, line rental, call plans, call charges and add-ons will be increased on or after 1st March every year by the Consumer Price Index rate of inflation published in January of that year plus 3.9%. Other prices, content and terms may also change during your contract. See CPI Plus 3.9% Guide for details.

Available to existing Plusnet customers who sign up to an 24 month contract via the offer landing page or by calling Plusnet. Exclusions apply. Payment by Direct Debit required. These offers cannot be used in conjunction with any other offers and will replace any discounts you currently have remaining on your account. These offers may be withdrawn, amended or replaced at any time by Plusnet.

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For full details of our terms and conditions, please click here. You’ve received this email because you’re a Plusnet customer. If you don’t want to receive emails like this from us, please click here. Please note that by changing your preferences, you won’t receive promotional emails from Plusnet, including free gifts, competitions and information about new services. You will continue to receive important service information like the information within this email. Please don’t reply to this email as it is from an unmonitored address.

Plusnet plc
Registered Office Address:
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Registered in England no: 3279013
VAT No. 245 7193 48

Re: Dishonest email?

jab1 — Fri, 02 Dec 2022 16:54:38 GMT

Thanks, @lowfam That looks kind of genuine, apart from the links, which don't quite convince me when you hover over them - don't click - and the email also doesn't have reference in the footer, which genuine ones would have. Have you checked the origin?

Re: Dishonest email?

lowfam — Fri, 02 Dec 2022 17:09:59 GMT

Hello,

Yes, it does seem to have genuinly come from PlusNet. I didnt so much suspect that it was a scam email, as being upset at the tactic of trying to alarm me into switching to fibre by l scaring me that I was about to be cut off. I did think it was odd that the tech support guy I spoke to claimed that "either I was the only person who had been sent it, or others have, but they didnt bother to read it, because no-one else had phoned to inquire"!

Re: Dishonest email?

jab1 — Fri, 02 Dec 2022 17:16:05 GMT

I'm still suspicious, sorry. No reference number in the footer 'Email Reference Ennnn' doesn't look right, and as I asked, did you actually check where it originated - you may have expand the headers to determine that?

Re: Dishonest email?

Gandalf — Fri, 02 Dec 2022 17:24:08 GMT

Based on the email, I suspect you’re either in a fibre priority area or what’s known as a copper stop sell area. If that’s the case then our suppliers do have a plan to turn the copper services off although I don’t know what the transition will look like or when this will be.

If you enter your landline number into the broadband availability checker here and attach a screenshot including the text below the table, that may shed some light on things. Remember to redact any personal details like your phone number from the screenshot if you post it up.

(To my eye the email looks genuine. These sort of emails aren’t sent with a reference number as they’re issued from a different system than the usual one)

Re: Dishonest email?

lowfam — Fri, 02 Dec 2022 17:28:35 GMT

Sorry, Not sure how to do that.

The reply address is : Plusnet <mail.jqnqachmckefvrynesn@comm.plus.net> if that helps at all.

Re: Dishonest email?

jab1 — Fri, 02 Dec 2022 17:29:36 GMT

Cheers @Gandalf . Must admit, after doing a bit of research, it could be genuine, but to be honest, if it is a stop-sell area, that surely means that those already on ADSL/FTTC should be able to continue using a current product?

Re: Dishonest email?

Gandalf — Fri, 02 Dec 2022 17:56:14 GMT

@jab1 wrote:

if it is a stop-sell area, that surely means that those already on ADSL/FTTC should be able to continue using a current product?

Assuming I’m right and the email is genuine we could just be getting people ready for the inevitable in the future.

Re: Dishonest email?

jab1 — Fri, 02 Dec 2022 18:00:02 GMT

@Gandalf OK, Anoush - it just seems strange no-one else has queried this - AFAIK - and reading it does sound scary.

@lowfam What exchange are you on?

Re: Dishonest email?

bobpullen — Fri, 02 Dec 2022 23:55:35 GMT

@lowfam - your line is connected to one of the early pilot exchange areas for copper line stop-sell. It has not been possible to order the service you currently have for a couple of years now.

Ergo, it is also one of the first areas in the UK that will see the traditional analogue phone service completely switched off. I've not been following the latest developments, but this was originally planned for this month I believe; I think the date has now shifted to April 2023.

In summary, the email is genuine and you should not ignore it. This might help reinforce the legitimacy.

Re: Dishonest email?

lowfam — Sat, 03 Dec 2022 11:05:21 GMT

@bobpullen Wow! that notice from Wiltshire council is the first I have heard of this, and no-one I have spoken to here knew anything about it either. Its also a surprise to me that the tech help guy at Plusnet didn't know anything about it either!

This change will inevitably involve an increase in cost to the customer, as we now have to pay for a landline from a third party supplier, on top of the cost of fibre from our ISP.

Re: Dishonest email?

jab1 — Sat, 03 Dec 2022 11:08:46 GMT

But, @lowfam , you will not be paying the landline element of your ISPs charges.

Re: Dishonest email?

lowfam — Sat, 03 Dec 2022 11:18:28 GMT

@jab1 That's true of course, but Fibre is inherently more expensive. eg, the slowest Plusnet fibre deal is about 24 a month I think, I currently pay less than that for my broadband and phone line combined.

Re: Dishonest email?

jab1 — Sat, 03 Dec 2022 11:22:27 GMT

No doubt you have a discount deal at the moment - there is nothing to stop you negotiating a similar deal when you have to switch to Full fibre.

Re: Dishonest email?

lowfam — Sat, 03 Dec 2022 12:03:59 GMT

It would be nice to have a more certain timetable for these changes. Having done a bit of online research today I now know that BT are switching off their 'obsolete' land lines and switching to digital, there will be financial consequences as current phone equipment wont work on the new set up.

Re: Dishonest email?

lowfam — Sat, 03 Dec 2022 12:05:41 GMT

Also, I have a contract with Plusnet untill November 2023, what will happen to that in April?