topic Re: Refund? in My Account/Billing

Refund?

Meerkat41 — Thu, 09 Jul 2026 11:04:02 GMT

I couldn't find any way of querying this on the main Plusnet website but today I received a 'Plusnet' email advising me that they had identified an £85 overpayment and asked me to confirm I wanted the refund. There is no explanation for the overpayment and I'm wondering if this is a scam as they are requesting I confirm my details etc. Before confirming anything how do I go about establishing the email authenticity?

Re: Refund?

kaspencer — Thu, 09 Jul 2026 11:08:25 GMT

I had one f these emails this morning.

It must be a blatant spam!

Kenneth

Re: Refund?

reful — Thu, 09 Jul 2026 11:08:37 GMT

It is a hack, delete the message, do not follow any links as these tell the scammer you fall for things.

If you followed a link and entered data then change your passwords on all Plusnet assets

Do not use the same passwords on more than one site

Re: Refund?

jab1 — Thu, 09 Jul 2026 11:08:50 GMT

@Meerkat41 Do not respond to the email and delete it. Without even seeing it, I will happily confirm it is spam/a scam.

Re: Refund?

pvmb — Thu, 09 Jul 2026 11:11:00 GMT

@Meerkat41

Sounds well dodgy to me!

Check online in your account, otherwise phone Plusnet.

Re: Refund?

Meerkat41 — Thu, 09 Jul 2026 11:12:38 GMT

Thank you for all your quick replies confirming my suspicions. I will delete the email immediately.

Re: Refund?

Dan_the_Van — Thu, 09 Jul 2026 11:16:42 GMT

I might have reported it before deleting.

See https://www.plus.net/help/legal/service-abuse/ for more details.

Re: Refund?

Robot — Thu, 09 Jul 2026 11:35:52 GMT

Yes, blatant scam - it's from a outlook.com email address after all !

Screenshot attached.

Re: Refund?

jab1 — Thu, 09 Jul 2026 11:39:52 GMT

Cheers, @Robot Looks quite convincing, I suppose, but would PN (or any commercial organisation) use a personal email address to send official communications? ?

Re: Refund?

Robot — Thu, 09 Jul 2026 11:55:15 GMT

Exactly. No, No, Hell No!

A one-man-band, maybe, but somebody who wants look professional, no. If I worked for PN and did that, I'd expect to get my backside kicked at best, more probably I'd be down the road to the JobCentre double quick.

That - the @outlook.com address, is the dead give-away.

Re: Refund?

jab1 — Thu, 09 Jul 2026 11:58:44 GMT

And, any refund notification requiring action by you (which PN don't issue) would only have clickable links within your personal account portal anyway.

Re: Refund?

Meerkat41 — Thu, 09 Jul 2026 11:59:08 GMT

Actually that's the right thing to do I suppose. The email is still available so I'll pass it on to Plusnet now for investigation.

Re: Refund?

Robot — Thu, 09 Jul 2026 12:21:05 GMT

👍 I've done the same - full screenshot (no blacked-out bits) and full text source of the email.

Also see another warning about this https://community.plus.net/t5/Broadband/WARNING-Plusnet-customers-are-being-targetted-by-hackers-DO-NOT/m-p/2051760

Re: Refund?

widgetwilk39 — Thu, 09 Jul 2026 13:26:06 GMT

Thank you so much for this, I also received the same email, thought it was a scam but will now delete it

thanks again

Re: Refund?

Prtplus1 — Thu, 09 Jul 2026 14:27:25 GMT

Agree, it must be a hack/spam.

Question ... How did the scammer get hold of my e-address? Is that one for Plusnet to investigate?

Peter

Re: Refund?

redsox9 — Thu, 09 Jul 2026 14:30:01 GMT

Got the same email. An £85 refund to so many customers would bankrupt Plusnet.

Re: Refund?

Robot — Thu, 09 Jul 2026 14:34:07 GMT

The link I gave in Message 13 has a theory - a 3rd party leak/hack.

Re: Refund?

jab1 — Thu, 09 Jul 2026 14:41:56 GMT

@Prtplus1 wrote:

Agree, it must be a hack/spam.

Question ... How did the scammer get hold of my e-address? Is that one for Plusnet to investigate?

Peter

Answer.... No they probably obtained from hacking/brute-forcing a site where you have used that email address - nothing to do with PN.

if only...

stuck — Thu, 09 Jul 2026 14:45:30 GMT

This just in, to one of my secondary mailboxes:

"We have identified an overpayment of £85.00 on your Plusnet account.

This amount will be credited to your next billing statement.

If you would prefer a refund, please contact us within 14 days."

The scammer has gone to the trouble of dressing it up in fairly convincing Plusnet clothes but didn't do anything clever with the apparent sender, which is a simple @outlook.com address. That kind of gave the game away 😉

Yes, I have reported it to both report@phishing.gov.uk and abuse@plus.net.

Re: if only...

jab1 — Thu, 09 Jul 2026 14:52:13 GMT

See: https://community.plus.net/t5/Everything-else/WARNING-Plusnet-customers-are-being-targetted-by-hackers-DO-NOT/m-p/2051760#M41809 and https://community.plus.net/t5/My-Account-Billing/Refund/td-p/2051748