Take action to avoid Disruption. Legit or Spam?

[#1]

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@steed wrote:

So it looks like it will be FTTP, and it's a 1 Stage install process.

Just been waiting for the email and webspace to migrate to Greenby so I have options other than Plusnet.

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Given that -

• Lead times on installing FTTP are currently up to a month
• @steed could get the Plusnet 30 days notice of end of service at any time
• that @steed is considering "options other than Plusnet",
• and presumably wants to keep the landline number.

A plan for @steed  could be -

• Quickly find a new ISP and order FTTP as an additional new line i.e. not transferring the existing service.
• Keep the existing Plusnet ADSL contract running, while waiting for the Greenby migration.
• Get the new broadband working, and move the home LAN and WiFi to the new setup.
• Open a VoIP account with a third party provider such as A&A VoIP or Voipfone, etc.
• Buy and install VoIP phones or VoIP ATA adaptors. Consider getting a temporary VoIP phone number to test the setup.
• Hold on with Plusnet until the Greenby transfer has completed, or Plusnet close the account - whichever is soonest.
• Then 'port' the landline telephone number to your VoIP provider, and program your phone with your landline number.
• 'porting' the number will close both the BT account, and Plusnet account.
• Job done

You might get a quicker installation times, cheaper monthly costs, and better upload speeds, with an AltNet FTTP rather than defaulting to Openreach FTTP.

A 'safer' plan (that guarantees the Greenby transfers occur without being lost if the ADSL or PSTN ended before the migration) would be just to upgrade to Plusnet FTTP - but that will trap you in a new two year contract, which might not be ideal.

@steed  do you have or need a static IP address to add in to your deliberations ?

.

[#2]

Temporarily pausing might be related to this:

https://www.theguardian.com/business/2026/oct/03/bt-customers-broadband-digital-landline-switch-inte...

'BT accused of 'bullying' customers by pausing broadband in digital landline push'

[#3]

I had one of these e-mails yesterday. It resulted in considerable confusion.

First, the phone number given is no longer in use and the message told me to dial a different one which took me through to BT. They had no idea what it was about. The most useful thing they were able to do was to give me PlustNet's number.

I called PlusNet and they also claimed to have no knowledge of such a message. Eventually they confirmed that they hadn't sent it, listting all recent e-mails they had sent, all just monthly billing e-mails. They assured me that they were not going to 'temporarily stop' my broadband.

So, who did send this e-mail? The headers indicate it was sent via Amazon Simple Email Service. The links to PlusNet were obfuscated. It looks highly suspicious.

Whoever is sending these e-mails clearly has access to confidential details about my account with PlusNet. If they aren't coming from PlusNet or BT this suggests a serious breach of security.

[#4]

As I suggested earlier, sight of the full email headers (with personal data obscured) would be helpful, although I am aware @Townman has escalated this to the business, who will hopefully respond.

[#5]

I'd be happy to e-mail the message headers to someone at PlusNet if it would help, but I couldn't find any address where problems of a sensitive nature like this could be reported. Or any e-mail address, come to that.

[#6]

If you obscure your email address, there is no risk in posting the headers on here.

[#7]

I'd still prefer to send it by e-mail to PlusNet, not to a public forum.

[#8]

OK, but you would get a faster response on here, and as said, with your details redacted, there is no risk.

[#9]

So, who should I send the headers to?

[#10]

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@rmyorston1 wrote:

I'd be happy to e-mail the message headers to someone at PlusNet if it would help, but I couldn't find any address where problems of a sensitive nature like this could be reported. Or any e-mail address, come to that.

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Please PM the whole of the headers and the text of the email to @James_B - he has caught the escalation and should be in here soon, asking for what you are offering.

Thank you for your help.

[#11]

OK, I've sent a PM to "James B".

[#12]

Thank you for taking the time to highlight this, @steed 

We've taken a look into this one, and can confirm that this email is genuine, but there was a mistake with the phone number listed.

This number will take you directly to a dedicated team that will be able to help discuss the best options available for moving forwards, and we recommend getting in touch as soon as possible to avoid any disruption to your service.

Apologies for any confusion caused with the initial details that were shared, and we will be sending an email out to affected customers with a correction of the details.

If you'd like to get in touch sooner though, the correct number is 0800 079 1166.

Peter

[#13]

Having seen the full headers of this email, I would suggest BT Group PLC make it somewhat clearer it actually originates from them. I recall, not that long ago, a raft of pure spam from a user who used exactly the same route.

[#14]

@Peter_JW 

Within this dialogue, there are clear hints that the support channel is not aware of this targeted communication.  Can a clarification briefing please be sent to all from line staff?

From my escalation post...

@rmyorston1 wrote:

I had one of these e-mails yesterday. It resulted in considerable confusion.

I called PlusNet and they also claimed to have no knowledge of such a message. Eventually they confirmed that they hadn't sent it, listting all recent e-mails they had sent, all just monthly billing e-mails. They assured me that they were not going to 'temporarily stop' my broadband.

So, who did send this e-mail? The headers indicate it was sent via Amazon Simple Email Service. The links to PlusNet were obfuscated. It looks highly suspicious.

[#15]

As this email has been confirmed as genuine, the following is merely an observation: Cloudmark gives it a spam rating of 99, which is rather disconcerting.