topic Moving to Vodafone in My Account/Billing

Moving to Vodafone

Resolve — Tue, 25 Aug 2026 12:00:18 GMT

7/8/26 Plusnet confirmed receiving notification via one touch switching that I am changing provider to Vodafone.
I also received a call from retentions, and informed them that I do not want to switch to EE or BT: I am switching to Vodafone.
20/8/26 Plusnet emailed me (went to spam folder) stating that they are switching me to EE.
What is going on, are they trying to force me over to EE?

Re: Moving to Vodafone

MisterW — Tue, 25 Aug 2026 12:36:26 GMT

20/8/26 Plusnet emailed me (went to spam folder) stating that they are switching me to EE.

@Resolve does it actually say they are switching you, or that they will start a switch if you dont contact them in the near future ?

My guess is its the latter, and the automated mail isnt aware of the switch to vodafone that's in progress

Re: Moving to Vodafone

Resolve — Tue, 25 Aug 2026 13:02:14 GMT

Extract from Plusnet email 20/8/26. The rest of it details what will happen with EE switch.

WE ARE MOVING

YOUR SERVICES

Your Plusnet broadband and home phone service will stop working after the national Digital Switchover. To keep you connected and to allow you to keep a home phone, we’re moving your broadband and home phone over to EE. As we are both part of the same family, we know you’ll be looked after.

Re: Moving to Vodafone

MisterW — Tue, 25 Aug 2026 13:16:50 GMT

I suspect that is a standard warning email.

However if i were you I'd call Vodafone and check that the transfer to them hasnt been cancelled.

Re: Moving to Vodafone

Resolve — Tue, 25 Aug 2026 13:53:29 GMT

Thanks MisterW.

I have already raised a ticket, but had no response from Plusnet.

I've noticed a typo in my original post. It should start - 17/8/26, not 7/8/26.

I have had no notification that the one touch switch to Vodafone has been cancelled.

What also concerns me is that the Plusnet email 20/8/26 also states that EE will be taking payment by my existing Direct Debit with Plusnet.

Re: Moving to Vodafone

MisterW — Tue, 25 Aug 2026 13:59:25 GMT

I have already raised a ticket

Sorry, how ? The only ticket that customers can raise is a complaints ticket!

What also concerns me is that the Plusnet email 20/8/26 also states that EE will be taking payment by my existing Direct Debit with Plusnet.

Again, its just a standard email outlining the procedure. EE can't use the same actual direct debit, they would have to setup a new one although they can use the same bank account details as the Plusnet one

Re: Moving to Vodafone

Resolve — Tue, 25 Aug 2026 14:21:37 GMT

Thanks MisterW.

Extract from Plusnet email 20/8/26 -

The only change you will notice is that EE will collect your direct debits instead of Plusnet, and therefore EE will appear on you bank/building society statement. EE will notify you at least 5 working days before the change.
There’s no need for you to complete a new Direct Debit instruction, as details of the change will have been supplied to your bank.

The complaint ticket is regarding sending this email 3 days after acknowledging the one touch move to Vodafone. This has left me uncertain as to what is actually going on, and getting more and more anxious as a result.

I think Plusnet should clarify the situation, do you agree?

Re: Moving to Vodafone

RadioFox — Tue, 25 Aug 2026 14:28:32 GMT

@Resolve What did the rest of the email say?

As @MisterW mentioned, are you sure it's not just the warning email giving you time to choose? My "30 day" email also started with those same words, but then said to contact them if I didn't want to be transferred.

Perhaps the email was alreay in the pipeline when you arranged the transfer yourself?

This was my email...

Re: Moving to Vodafone

MisterW — Tue, 25 Aug 2026 14:35:57 GMT

Perhaps the email was alreay in the pipeline when you arranged the transfer yourself?

That would be my guess. The distribution list for the emails would have been prepared in advance. Once prepared ,the procedure for sending them out wouldn't check if there was a subsequent migration to another ISP in progress.

But if a complaint ticket has been raised , then the response to that should clarify the situation

Re: Moving to Vodafone

Resolve — Tue, 25 Aug 2026 14:46:28 GMT

Thanks RadioFox.

My email is different (see extract below). The options are to switch to EE or stay with Plusnet (which I don't want).

Don't use a home phone? Stay with Plusnet.
If like many you don't use your home phone, you can stay with Plusnet by switching to a broadband only package.

If you haven’t switched to a Plusnet broadband only package in the next 30 days, we'll begin moving your broadband and home phone to EE.

Re: Moving to Vodafone

Resolve — Tue, 25 Aug 2026 14:51:10 GMT

Thanks MisterW.

You may be right, it's just a pity that Plusnet have yet to confirm this.

I will not be able to relax until they do.

Re: Moving to Vodafone

Baldrick1 — Tue, 25 Aug 2026 15:16:09 GMT

@Resolve

The pro-active approach I'm afraid is to ring in and ask.

Re: Moving to Vodafone

Resolve — Tue, 25 Aug 2026 15:26:15 GMT

Thanks Baldrick1.

Considered that, but would prefer their response in writing.

I did also think that someone from Plusnet may respond this thread.

Maybe a bit too optimistic of me.