topic Re: Email Customer Service in Everything else

Email Customer Service

GwentLarry — Sun, 31 Aug 2025 09:33:51 GMT

Is there an email for Customer Service?

I don't want to phone customer service because I have better things to do than wait for somebody to pick up the phone and I want a written record of what has been discussed.

I don't want to go via social media, especially X, as I don't consider social media accounts sufficiently secure for discussing details of my broadband account.

Surely it's not too much to be able to contact Customer Service by email? I don't expect or require answers immediately just a secure, written record of the discussion.

I would add I have asked the same question on X and Facebook - several days ago and had no response …

Re: Email Customer Service

mystreet1 — Sun, 31 Aug 2025 09:37:50 GMT

Email support withdrawn ages ago.

Only method is calling or hope a team member picks this up and PM you.

Re: Email Customer Service

jab1 — Sun, 31 Aug 2025 09:43:36 GMT

Plusnet have never had an email channel for Customer Service. If you post a question on here, without revealing any account-sensetive detail, either other Community members, or a member of the forum Help Team will try and help.

Re: Email Customer Service

GwentLarry — Sun, 31 Aug 2025 09:45:27 GMT

Hmmm …

I've rarely had cause to contact Plusnet customer service because no problems for years. Getting rid of email support seems rather retrograde, especially as there is no chat facility on the website nor any smart phone app.

Does smell as though BT might be considering shutting down Plusnet, especially as Plusnet seem not to be offering a Digital Voice capability either - transfer to BT/EE or lose your voice landline.

Re: Email Customer Service

GwentLarry — Sun, 31 Aug 2025 09:47:28 GMT

They have because I've been mostly with Plusnet for a long time, back well before BT bought them and know on several occassions emailing customer support.

Re: Email Customer Service

RobPN — Sun, 31 Aug 2025 09:53:15 GMT

@GwentLarry

As @jab1 says, PN have never used email for support, well certainly not during during the 23 years I've been with them. Perhaps you're thinking of the ticket system which you could reply to, but that ended many years ago.

Re: Email Customer Service

jab1 — Sun, 31 Aug 2025 09:54:53 GMT

@GwentLarry As I said, PN have never had email support - there was a 'ticket' system at one time, but that was withdrawn soon after the brand was fully integrated into the BT ecosystem.

Plusnet are the 'bargain basement' internet-only arm of the BT Consumer Group. There are other VoIP providers out there.

Re: Email Customer Service

GwentLarry — Sun, 31 Aug 2025 09:55:01 GMT

Just realised the last post on X from Plusnet is 28th March, this year and before that 1st January, 2024.

My PM to them was over 3 days ago with no response other than an automatic reply …

Seems like nobody at Plusnet pays any attention to their X account which makes it rather useless for contacting customer support.

Re: Email Customer Service

jab1 — Sun, 31 Aug 2025 10:02:50 GMT

In simple terms, what is your problem/issue?

Re: Email Customer Service

RealAleMadrid — Sun, 31 Aug 2025 11:54:15 GMT

@jab1 From the OP's other thread about SOGEA and Third party VOIP I believe it is the following....

"I want to know while remaining with Plusnet for broadband how I setup 3rd party VoIP provision while keeping my existing landline phone number.

I don't want to permanently lose my current landline number or be without a landline for more than a few days.

And I want whatever process is required to be detailed in writing officially by Plusnet so if there are problems, which it sounds like there might well be, especially losing my landline number, I can go back to Plusnet and make a formal complaint and then move on to Ofcom if Plusnet fail to resolve the problem."

As others have attempted to explain this is not going to happen.

Re: Email Customer Service

jab1 — Sun, 31 Aug 2025 11:59:02 GMT

@RealAleMadrid I realise that - I actually suggested up thread that they detailed their issue - which they did, in that other topic.

Re: Email Customer Service

Townman — Mon, 01 Sep 2025 09:12:50 GMT

How difficult can this be? There are dozens of options detailed across the various boards and tens of examples of individual’s success sprites and one or two examples of what not to do.

the only statement Plusnet will make in this space is “If you want to keep your ‘landline’ we can / will move you to EE”. Other than that, switch to SoGEA or order FTTP and sort out your own VoIP service.

Whatever you chose to do, leave the move to VoIP until AFTER the broadband change has been CONFIRMED in writing.

Re: Email Customer Service

Baldrick1 — Mon, 01 Sep 2025 09:22:41 GMT

Moderator's note:
This topic has been answered. To avoid double posting it has been locked. Further discussion on the OP's secondary question should be continued here: https://community.plus.net/t5/Broadband/SoGEA-and-3rd-Party-VoIP/m-p/2018778#M372987