topic Re: EE?? in My Account/Billing

EE??

Dalesman — Wed, 17 Jun 2026 16:05:53 GMT

Just had an email from Plusnet - I'll be moved to EE for broadband and phone, or, I can stay with Plusnet if I switch to a broadband only contract. If I don't let them know within 30 days, I'll be moved to EE anyway.

I already have a broadband only contract. Why don't they know this?

Re: EE??

Longliner — Wed, 17 Jun 2026 16:14:58 GMT

I suppose Pnet thinks you may want phone as well, as some folk get very cross if they're cut off. If you don't want a phone then I would think it best to give them a call. EE is PN parent network but no difference in service but it costs more!

Re: EE??

MisterW — Wed, 17 Jun 2026 16:25:45 GMT

@Dalesman

I already have a broadband only contract

Do you have phone with someone else e.g BT ?

Re: EE??

Dalesman — Wed, 17 Jun 2026 16:26:38 GMT

Longliner, why would Plusnet think I may want a phone when I've already switched from phone and broadband to broadband only?
It seems I'll have to call them to remind them I don't have a landline and don't want to switch to EE.

Re: EE??

Dalesman — Wed, 17 Jun 2026 16:30:42 GMT

MisterW - no. Landline use dwindled to nothing and simply became an unnecessary extra cost.

Re: EE??

MisterW — Wed, 17 Jun 2026 16:57:27 GMT

@Dalesman in that case , I'm confused why you've got the email. AFAIK the email is only going to customers with phone & broadband accounts. I'm going to escalate this to try and find out why you've got the email.

Re: EE??

Dalesman — Wed, 17 Jun 2026 17:55:36 GMT

@MisterW Just to avoid any doubt, I've checked our package confirmation.

"Remember, your new service does not include a home phone"

(Tried to copy paste from Plusnet's email but the forum software doesn't appear to allow it).

Re: EE??

dvorak — Thu, 18 Jun 2026 07:36:22 GMT

Moderators Note

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

Re: EE??

MisterW — Thu, 18 Jun 2026 10:05:21 GMT

@Dalesman the escalation has been picked up and the data is being checked.

A question that was asked, how long ago did you change to broadband only ?

Re: EE??

Dalesman — Thu, 18 Jun 2026 11:36:53 GMT

@MisterW Tbf not that long ago. Plusnet emailed me on 3rd June about the digital switchover and discontinuation of the phone service. My new contract (broadband only) was confirmed on 4th June and go-live was 9th June.

But then yesterday I received another email, basically similar to that on 3rd June, telling me to take action re. the digital switchover!

I assume I still need to call Plusnet to confirm that I don't now have a landline and don't want to be moved over to EE.

Re: EE??

MisterW — Thu, 18 Jun 2026 12:43:18 GMT

@Dalesman

My new contract (broadband only) was confirmed on 4th June and go-live was 9th June.

Ah! that probably explains it!. It was suggested on the escalation, that the dataset for sending out the communications may have been pulled before your change to broadband only.

I'll add your change date to the escalation for further review if the above is the case.

I assume I still need to call Plusnet to confirm that I don't now have a landline and don't want to be moved over to EE.

Yes , I would do that as soon as convenient. Post back if you have any problems and I'll feed them into the escalation.

Re: EE??

Dalesman — Thu, 18 Jun 2026 13:09:09 GMT

@MisterW I've called PN. The IVRS is currently 'press 1 for anything to do with moving to EE' - or words to that effect! The call handler confirmed that I won't be moved to EE and added that he'd had a couple of similar calls yesterday. Thinking I should have asked him to confirm by email.

Re: EE??

James_B — Thu, 18 Jun 2026 13:12:20 GMT

Hi @Dalesman,

We've also checked from our end and it's correct that you won't be moved to EE.

I'm sorry you received this communication in error - we're currently investigating what went wrong.

Thanks

James