topic Re: Can't even close my account! Sad! in Plusnet Feedback

Can't even close my account! Sad!

angrychairr — Tue, 07 Feb 2017 20:51:02 GMT

I don't understand why it's so difficult... All I want to do is close my account and each occasion you give me a new excuse.

Maybe your IT support can help you with it if you're having technical difficulty?

And finally, I hope you accidentally pour too much coffee in your coffee.

Re: Can't even close my account! Sad!

jab1 — Tue, 07 Feb 2017 21:21:23 GMT

Without being rude, this thread will get you no help from the community (or PlusNet staff) unless you provide a little more detail.

Why do you want to close your account? What 'excuses' have you been given? are just two which would be a start.

NOTE: I am not a PN representative, just a community member.

Re: Can't even close my account! Sad!

angrychairr — Wed, 08 Feb 2017 05:34:25 GMT

You must really want a job at plusnet

Re: Can't even close my account! Sad!

jab1 — Wed, 08 Feb 2017 06:28:28 GMT

No - I don't want a job at PlusNet, - or anywhere else for that matter - I a m merely pointing out that your original post doesn't have much chance of a constructive response.

As an aside, I have noticed that you are not the only new poster to make this kind of 'request', and then spit out the dummy when people try to help.

Re: Can't even close my account! Sad!

jelv — Wed, 08 Feb 2017 10:31:36 GMT

You can give notice by writing to Plusnet Plc, The Balance, 2 Pinfold Street, Sheffield, S1 2GU.

I'd recommend you use Signed for.

Re: Can't even close my account! Sad!

Anon — Wed, 08 Feb 2017 11:25:40 GMT

if he s/he has asked Pnet to close the account, why any need to give further details on here. Pnet know every poster if they have an account whatever ones alias is.

They just do not know what they are doing, simple as that.

jelv is right put it in writing and get the letter signed for, or you might find bailiffs on your doorstep.

Re: Can't even close my account! Sad!

jab1 — Wed, 08 Feb 2017 11:34:21 GMT

@Anon - the reason for MY initial post was to point out that if the OP wanted help, a little more detail would help other customers to offer constructive suggestions - and yes I agree PlusNet would probably have the information.

Re: Can't even close my account! Sad!

Oldjim — Wed, 08 Feb 2017 12:14:59 GMT

@Anon wrote:

if he s/he has asked Pnet to close the account, why any need to give further details on here. Pnet know every poster if they have an account whatever ones alias is.n your doorstep.

That is not necessarily correct as one does not need to include an account name when signing up and as the forums don't link to the the Plusnet systems there is no method of checking an account either

Re: Can't even close my account! Sad!

Strat — Wed, 08 Feb 2017 12:23:29 GMT

Just to add to what Oldjim has said, we often see Plusnet staff members asking a poster to Private Message them their Plusnet account username.

Re: Can't even close my account! Sad!

Anoush — Wed, 08 Feb 2017 13:55:45 GMT

Hi @angrychairr

To discuss cancellation cancellation I would advise calling us on 0800 013 2632 (Selecting option 1, then option 2).

If you do not remember your username or password we will be able to pass data protection on the account using your billing information, address and home phone number.

Alternatively if you would like to move your service to a new provider, all you need to do is contact your new provider to place an order. We should receive notification of this, produce a final bill and schedule your account for closure accordingly

I hope this helps.

Re: Can't even close my account! Sad!

Anon — Wed, 08 Feb 2017 14:50:14 GMT

I just take staff member Chris seriously when in 2007 he said

"When you sign up this adds a component to your account internally that stores only the community site username. This is so the support staff and comms team can provide help without having to dig around to find out who you are "

And I used a different user name at the time of change, which is he context of this remark.

Should learn staff never know or tell it right.

Re: Can't even close my account! Sad!

Anoush — Wed, 08 Feb 2017 14:54:23 GMT

To clarify, we can search our accounts database by your community forum username. Though, to be honest, most of time the forum username isn't linked to an actual account username.

Re: Can't even close my account! Sad!

maranello — Wed, 08 Feb 2017 14:59:36 GMT

In 2007 the community forum was based on a different platform to the current one. In order to sign up to the community you had to be a customer and initial sign-up could only be performed from the customers home connection. This prevented troublemakers from making deliberately inaccurate or abusive posts behind the shield of anonimity.

Re: Can't even close my account! Sad!

Chris — Wed, 08 Feb 2017 16:11:40 GMT

A lot has changed since 2007! As others have said, accounts are no longer required to be linked to the internal systems during signup on the community site.

Re: Can't even close my account! Sad!

angrychairr — Wed, 08 Feb 2017 18:19:15 GMT

@Anoush

4 calls, 3 online chats and a Facebook post hasn't resolved it. For four months somebody has been using internet paid for by me.

Why should I waste another 45 minutes of my life calling plusnet?

Re: Can't even close my account! Sad!

jelv — Wed, 08 Feb 2017 20:37:45 GMT

When they started using it, was it with your permission?

If so did you at some stage instruct them to stop and have some proof of that?

If it is without your permission or it is absolutely clear the permission has been revoked you can contact the police.

Re: Can't even close my account! Sad!

angrychairr — Wed, 08 Feb 2017 20:46:21 GMT

That's a bit far, the police have enough to deal with, plusnet should just close the account...

Re: Can't even close my account! Sad!

Anon — Wed, 08 Feb 2017 22:47:45 GMT

@Chris wrote:

A lot has changed since 2007! As others have said, accounts are no longer required to be linked to the internal systems during signup on the community site.

Seems only like yesterday.

Re: Can't even close my account! Sad!

HarryB — Thu, 09 Feb 2017 09:34:27 GMT

@angrychairr wrote:
4 calls, 3 online chats and a Facebook post hasn't resolved it. For four months somebody has been using internet paid for by me.

Why should I waste another 45 minutes of my life calling plusnet?

Unfortunately we cannot take cancellation requests via Facebook, the community forums or live chat.

As per our cancellation policy:

A cancellation request for cease of service can be made in one of two ways:

By calling us: The quickest and easiest way to request a cancellation for cease of service is by calling our Customer Options Team.

By post to: Plusnet plc, The Balance, 2 Pinfold St. Sheffield, S1 2GU. It is recommended that for your own peace of mind, any letter containing a cancellation request for cease of service is sent by recorded delivery. We cannot accept responsibility for lost letters not sent in this way. The letter must state the name of the account holder, the account username, the full address of where we are providing the service as well as the telephone number which we are providing the service on.

When calling up we would need to go through data protection checks, however it looks like this is where problems are arising, judging from the notes on the account. We simply cannot just cease the services for an account without first going through necessary security checks.

Re: Can't even close my account! Sad!

jelv — Thu, 09 Feb 2017 11:05:59 GMT

Having read the above post I'm wondering if this is a case of a broadband connection where the OP is paying for an account via DD which is in someone else's name?

If that's the case, why not just contact the bank and cancel the DD?

Edit: insert missing "is" in "... which is in..."