topic Re: We're sorry to hear you're leaving us email sent in error - slammed in My Account/Billing

We're sorry to hear you're leaving us email sent in error - slammed

Chris_King — Fri, 21 Nov 2025 10:23:40 GMT

There's a few posts already on this subject but got prompted to start a new thread due to the age of the others.

Email received on 20th November:

"Your broadband and phone service is scheduled to transfer automatically on 25th November 2025 and will result in the cancellation of your Plusnet account."

So someone is about to take over my line, I contacted support on the phone yesterday and was told the same as other posts to check with neighbours, that's not possible nor practical but basically it's going to happen, sorry.

I work from home a lot and need the broadband, same as everyone else, we rely on the service.

The company that facilitates the new switching method is called TOTSCo, I emailed them for advice and to see if they could at least tell me the new provider so I had another route of enquiry.

"To clarify, TOTSCo does not have the ability to investigate, view, or stop any individual customer orders or line takeovers.

We do not hold customer data, account information, or details of orders placed by broadband providers.

Our role is solely to provide the central hub that broadband providers use to exchange switching messages as part of the One Touch Switch process. We are not able to see which provider has placed an order, amend it, or intervene in any disputes.

What you should do next

Because this appears to be an erroneous takeover, the only parties able to investigate or stop it are:

Your current provider (Plusnet) – they can check whether an order has been placed against your line and request a cancellation with the gaining provider if appropriate."

In the previous thread I saw someone, @Gandalf was able to contact Openreach and stop the line transfer, is this possible to do here also, Openreach won't deal with me only Plusnet?
As my contract at the moment is due to finish early there's an associated charge, can this be put on hold also please?

Thanks in advance,

Chris.

Re: We're sorry to hear you're leaving us email sent in error - slammed

Peter_JW — Fri, 21 Nov 2025 12:05:53 GMT

Thanks for reaching out to us here on the Plusnet Community, @Chris_King.

I've just sent you over a private message so we can take a few more details on this one.

Thanks,

Peter

Re: We're sorry to hear you're leaving us email sent in error - slammed

Townman — Mon, 24 Nov 2025 14:23:46 GMT

@Peter_JW

Has this been expedited without waiting for @Chris_King 's response ... or did @Gandalf catch it in the back ground?

Re: We're sorry to hear you're leaving us email sent in error - slammed

Peter_JW — Mon, 24 Nov 2025 14:36:30 GMT

@Townman This was picked up by @Gandalf not long after I initially messaged the customer, so I reassured them of this.

It's still not guaranteed that it's possible to stop the takeover of the line, but we've also taken steps to speed up the reconnection process should the worst happen.

Peter

Re: We're sorry to hear you're leaving us email sent in error - slammed

Townman — Mon, 24 Nov 2025 14:42:45 GMT

@Peter_JW

That is great news ... and thank you for affirming the closure on here ... without which the issue looks unconcluded!

These erroneous take-overs are a night mare for all involved, especially as the Openreach cancelation process is not fool proof / assured. I was once blight by this despite @Gandalf 's valiant efforts ... but in those days, before the implementation of the 'new' billing system, an account could survive the consequence of a slammed closure. These days, these events are very messy if the cancelation (a very time sensitive process) of the slam fails.

Re: We're sorry to hear you're leaving us email sent in error - slammed

Chris_King — Tue, 25 Nov 2025 07:57:52 GMT

The communication has been great, phone calls to keep me updated and then messages to confirm what was discussed.

Re: We're sorry to hear you're leaving us email sent in error - slammed

Chris_S — Tue, 25 Nov 2025 09:56:44 GMT

Thank you for letting us know @Chris_King

We really appreciate your feedback.

Please keep us updated so we can help further if we're needed.

Chris S

Re: We're sorry to hear you're leaving us email sent in error - slammed

Chris_King — Tue, 02 Dec 2025 08:56:46 GMT

So, hopefully, after several back and forth emails with the provider attempting the takeover of my phone line, this looks to be resolved.
The support along the way from the plusnet staff has been great, updating me with a call every couple of days and a message to confirm our conversation.
The email notification saying my home phone cancellation is stopped I received yesterday evening was very welcome.
Thanks again. Chris.

Re: We're sorry to hear you're leaving us email sent in error - slammed

Peter_JW — Tue, 02 Dec 2025 09:23:02 GMT

Hey again @Chris_King.

Thanks for taking the time to come back and update us here, and I'm glad to hear things have gone well with halting the cancellation.

You take care,

Peter