topic Re: Last ditch attempt to recover 20 year old email address in My Account/Billing

Last ditch attempt to recover 20 year old email address

_Jim_ — Sat, 13 Jul 2024 10:27:55 GMT

My account was unexpectedly terminated last night (with no warning).
Triggered because I transferred my BT phone number to a VoIP provider. Never had a plus net telephone package tho.
The email address associated with the account still gets very important emails. Is there any chance this is fixable? I spoke with 5 advisors on the phone this morning but they just kept trying to set up a new account with a different email.

Re: Last ditch attempt to recover 20 year old email address

jab1 — Sat, 13 Jul 2024 10:35:46 GMT

@_Jim_ , even if you set up a new account, you would not get an email address, the email service for new accounts was withdrawn 12 months ago.

Re: Last ditch attempt to recover 20 year old email address

_Jim_ — Sat, 13 Jul 2024 10:39:50 GMT

Yeah, I've heard. Pretty devastated right now. Half my life is managed through that address

Re: Last ditch attempt to recover 20 year old email address

jab1 — Sat, 13 Jul 2024 10:43:38 GMT

@_Jim_ I'm just a little confused - are you saying that your phone service has always been with BT, and you have never tried renewing your PN broadband service?

Re: Last ditch attempt to recover 20 year old email address

_Jim_ — Sat, 13 Jul 2024 10:52:05 GMT

Correct. Line was always with BT.
Not sure what you mean about renewing the service. I've been paying consistently for it for 20 years out of contract

Re: Last ditch attempt to recover 20 year old email address

jab1 — Sat, 13 Jul 2024 10:56:09 GMT

It is becoming clearer now. If you have been paying for (presumably) ADSL for that time -why? - as soon as you cancel the phone service, your broadband will cease, as there is no physical way the service can be provided.

Re: Last ditch attempt to recover 20 year old email address

dvorak — Sat, 13 Jul 2024 10:56:28 GMT

Moderators Note

This topic has been moved from Broadband to My Account / Billing

Re: Last ditch attempt to recover 20 year old email address

Champnet — Sat, 13 Jul 2024 10:58:20 GMT

Unless I'm misreading posts it looks like @_Jim_ moved away from Plusnet over a year ago.

Re: Last ditch attempt to recover 20 year old email address

_Jim_ — Sat, 13 Jul 2024 10:59:52 GMT

I made the mistake of thinking the account would still stay alive and I could still access the emails. My fault but still wondering if there's a way to restore it. I'm guessing not.

Re: Last ditch attempt to recover 20 year old email address

_Jim_ — Sat, 13 Jul 2024 11:00:59 GMT

Yup, Plusnet couldn't offer a full fibre connection in my town so I had to go elsewhere. Couldn't lose my email tho.

Re: Last ditch attempt to recover 20 year old email address

jab1 — Sat, 13 Jul 2024 11:06:19 GMT

@Champnet wrote:

Unless I'm misreading posts it looks like @_Jim_ moved away from Plusnet over a year ago.

In which case, he must have lost his email when he moved - he did ask about retention at that time, and was told 'no'.

Re: Last ditch attempt to recover 20 year old email address

_Jim_ — Sat, 13 Jul 2024 12:43:18 GMT

I didn't move. I was paying for two broadband connections so the email would stay alive.

Re: Last ditch attempt to recover 20 year old email address

jab1 — Sat, 13 Jul 2024 13:02:54 GMT

But if you cancel the landline phone service, that cancels the ADSL broadband.

Re: Last ditch attempt to recover 20 year old email address

Baldrick1 — Sat, 13 Jul 2024 14:11:27 GMT

@_Jim_ wrote:
I didn't move. I was paying for two broadband connections so the email would stay alive.

Are you sure? I would assume that you were paying BT for a landline phone and Plusnet for Broadband. You can’t have two broadband connections on a single phone line.

I suspect that there are many in this situation and will suffer the same problem as the PSTN is switched off.

Re: Last ditch attempt to recover 20 year old email address

jab1 — Sat, 13 Jul 2024 15:39:32 GMT

@Baldrick1 I suspect the OP was paying PN for his ADSL service over copper, and A.N.Other provider for his FTTP service, but I could be wrong. However, transferring the phone service to VOIP would kill the ADSL connection?

Re: Last ditch attempt to recover 20 year old email address

Baldrick1 — Sat, 13 Jul 2024 16:03:02 GMT

@jab1

You may well be right. I mentioned the other scenario as I suspect that there are quite a few with split services who could fall into the hole that I described over the next year or so.
I know of one customer who has a legacy out of contract Plusnet ADSL service running on a third party phone service. So far warnings have fallen on deaf ears

Re: Last ditch attempt to recover 20 year old email address

MisterW — Sat, 13 Jul 2024 16:37:34 GMT

However, transferring the phone service to VOIP would kill the ADSL connection?

That would appear to be exactly what's happened, the transfer of the phone to VOIP would cease the PSTN line and thus trigger a cease of any ADSL on the same line. However, surely there should have been a 'sorry you are leaving' notification from both BT (for the phone) and Plusnet (for the ADSL) ?

Re: Last ditch attempt to recover 20 year old email address

jab1 — Sat, 13 Jul 2024 16:45:16 GMT

I would have thought so, but has the OP got the correct contact email address with BT & PN? Or is there something we aren't being told?