topic House Move Nightmare in My Order

House Move Nightmare

Mark70 — Tue, 06 Dec 2022 21:16:16 GMT

Hi all,

I have had an absolute nightmare with Plusnet and my house move back in June 2022. Without going into the whole sorry saga, the problem is I have ended up with 2 Plustnet accounts (One from my previous house now registered to my new address and one for my new house).

Each month I get 2 billing emails to the same email address and both bills registered to my new address! (Not sure how anyone at Plustnet thinks I have 2 broadband services with only 1 telephone line)

Luckily my old account is still currently in credit, so I am not being billed twice (yet). However, I need to get this old account closed before my credit runs out.

Becuase of the mess Plustnet made with the whole house move, I have given up trying to speak to anyone on the phone, becuase they just either don't understand or get confused by the whole complicated situation.

My question is and should be very simple: Does anyone know how I can get my old account closed once and for all? There appear to be no options to do this online, you can no longer raise online tickets and there is no email address!

PS: It would also be really nice if any credit on this account was refunded, but I'm at a point now where I'm happy to write this off and just get this mess sorted out.

Thanks in advance.

Mark

Re: House Move Nightmare

dvorak — Wed, 07 Dec 2022 13:01:35 GMT

Moderators Note

This topic has been moved from Broadband to My Order

Re: House Move Nightmare

Townman — Wed, 07 Dec 2022 13:50:43 GMT

You could try COTS rather than support...

Contact Customer Options Team (aka COTS)

COTs is the place to go to if you want to find out anything to do with your contract in respect of leaving, renewing or simply enquiring about early termination charges (ETCs). They have their own number and tend to answer quicker than the general customer service number.

Direct dial numbers

0800 013 2632 (from within the UK)
+44 330 123 9197 (from abroad)
Available...
- 8am - 8pm Monday to Friday
- 9am - 7pm Saturday
- 9am - 6pm Sunday

Re: House Move Nightmare

willcutforth — Sat, 10 Dec 2022 08:51:10 GMT

Sorry for all the kerfuffle with this. I can get them to give you a call @Mark70 if you can give me the best contact number and time to call via pm. You will need to post 3 more times for that though as you need to have 5 posts to PM.

Re: House Move Nightmare

Townman — Sat, 10 Dec 2022 09:31:31 GMT

Can support please push a PM to this user.

Re: House Move Nightmare

willcutforth — Sat, 10 Dec 2022 10:16:39 GMT

@Townman that's been done now