topic Re: Cold Call from 0114 307 3836 in Plusnet Feedback

Cold Call from 0114 307 3836

slappybags — Sat, 17 Nov 2018 10:26:31 GMT

I have received several cold calls from the following number: 0114 307 3836.

These are nuisance calls from Plusnet.

I checked the forums and the solution for this issue is that users should ensure their marketing preferences are accurate and do not allow phone calls.

My preferences are already correct and I do NOT allow Plusnet to contact me about marketing offers via the phone. I have already opted-out of this service and yet, Plusnet are calling me regardless. How can this be justified?

Re: Cold Call from 0114 307 3836

Mav — Sat, 17 Nov 2018 10:34:10 GMT

Moderator's note:

Thread moved from Broadband to Plusnet Feedback.

Re: Cold Call from 0114 307 3836

daveplus — Sat, 17 Nov 2018 12:21:10 GMT

@slappybags: see https://who-called.co.uk/Number/01143073836 for info on the number

Re: Cold Call from 0114 307 3836

Warwick — Sun, 18 Nov 2018 19:31:49 GMT

Hi @slappybags

I am sorry to hear that you are still receiving calls regarding marketing.

I have reviewed your account and have responded to you via a ticket here

Once again I apologise for any inconvenience that this has caused and if you have any further questions feel free to get in touch.

Re: Cold Call from 0114 307 3836

slappybags — Mon, 19 Nov 2018 13:29:41 GMT

Hi @Warwick,

Thank you for your reply and for reporting the problem. The issue is that I have never given Plusnet permission to be contacted via the phone for marketing purposes.

This is not a case where I have previously given my permission and then wish to change my preferences. Plusnet has never been given any permission to ever use my number in this way.

Can you please find out how this has happened?

Re: Cold Call from 0114 307 3836

slappybags — Mon, 19 Nov 2018 14:35:24 GMT

Also, I'm still getting calls. Just got another one an hour ago.

Re: Cold Call from 0114 307 3836

Warwick — Mon, 19 Nov 2018 16:05:50 GMT

Hi @slappybags

Thanks for getting in touch.

I am sorry that you have received further communications since.

I have escalated this to the correct department to investigate this further for you. We will get back in touch when we have an update.

Re: Cold Call from 0114 307 3836

MauriceC — Mon, 19 Nov 2018 17:11:08 GMT

@Warwick Can you confirm that these are Plusnet initiated calls or they being made on Plusnet's behalf by a third party. There could be GDPR implications if customer details are being passed on against their wishes.

Re: Cold Call from 0114 307 3836

slappybags — Tue, 20 Nov 2018 14:09:17 GMT

HI @Warwick,

Just to let you know, I'm still receiving calls from this number.

Re: Cold Call from 0114 307 3836

BD — Tue, 20 Nov 2018 16:34:56 GMT

Hi @slappybags, I'm sincerely sorry to hear you are still receiving these calls and I have contacted the department directly today and requested these stop with immediate effect for you. These calls should stop for you moving forwards and again apologies for any inconvenience this may have caused.

Re: Cold Call from 0114 307 3836

slappybags — Tue, 20 Nov 2018 17:23:44 GMT

Hi @BD,

Thank you for your reply and contacting the marketing department. Unfortunately they have ignored your instructions and are still calling.

I think this issue needs to be reported to ICO as this is a misuse of personal data.

Re: Cold Call from 0114 307 3836

MauriceC — Tue, 20 Nov 2018 18:02:34 GMT

@slappybags wrote:

I think this issue needs to be reported to ICO as this is a misuse of personal data.

You probably should as a precaution. Three warnings from you over three days should be sufficient if it is PN making the calls. It could possibly be a third party calling after a data breach at the Plusnet end, more detailed investigation needed.

Re: Cold Call from 0114 307 3836

slappybags — Tue, 20 Nov 2018 18:47:58 GMT

@MauriceC That's a very good point. I've now reported the issue.

Re: Cold Call from 0114 307 3836

slappybags — Thu, 22 Nov 2018 13:05:40 GMT

@BD @Warwick,

I am still receiving these calls, 2-3 times a day on average.

Can someone please explain why this is happening and why it can't be stopped?

Re: Cold Call from 0114 307 3836

BD — Fri, 30 Nov 2018 11:53:44 GMT

Hi @slappybags, apologies for the delayed response whilst we got to the bottom of these calls you'd been receiving. After investigating it turns out that a recent inquiry into our mobile products and leaving the box shown below ticked resulted in the calls you received. I appreciate you are opt-ed out of marketing calls on the broadband side of things however I can assure you the calls are in no relation to your broadband services.

What the mobile sign up process looks like and the tick box regarding communications which was missed:

I do apologise we didn't think to check the mobile side of things sooner and this explains our request to get your number removed resulting in further calls. I am truly sorry for any inconvenience they may have caused and I can assure you your number has now been removed from the department making the calls.

If there is anything else we can help you with moving forwards please do let us know.

Re: Cold Call from 0114 307 3836

jab1 — Fri, 30 Nov 2018 11:59:59 GMT

@BD Correct me if I'm wrong here, but does GDPR not state that these boxes should be un-ticked by default?

Re: Cold Call from 0114 307 3836

MauriceC — Fri, 30 Nov 2018 12:50:01 GMT

Yup! Under GDPR the default should NoT be 'opt in'.

Re: Cold Call from 0114 307 3836

slappybags — Wed, 12 Dec 2018 11:02:43 GMT

@BD Thanks for investigating the issue. I appreciate the fact this was a difficult one to diagnose, but from my perspective it's very easy to consider Plusnet to be a single entity and not necessarily divided based on services.

Can you please elaborate why the box that prompted numerous cold calls for several weeks is ticked by default?

Please note, I have tried to purchase a Plusnet mobile SIM but have encountered numerous issues with the online payment system. I am not a Plusnet mobile customer as I can never get past the payment screen without encountering an error.

Re: Cold Call from 0114 307 3836

Mads — Wed, 12 Dec 2018 14:47:31 GMT

@skappybags

No problems there. With regards as to why it is ticked, I have passed this along so our teams can correct this ASAP.

I have replied on your other post in regards to the sing up issue.