Take action to avoid Disruption. Legit or Spam?

[#1]

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@Peter_JW wrote:

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.

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Well, that's not the only mistake in it. It claims PlusNet had tried to reach me 'several times through emails, letters and phone calls'. This is untrue. I had one letter, but that was from from BT not PlusNet. I had one e-mail from PlusNet on 2nd July. (Now that I look at it, it was also sent via Amazon Simple Email Service.) I cannot speak for the phone calls, as I don't answer calls from unknown numbers. A telecom company should know that's not uncommon and allow for it.

It goes on to say 'but we have not yet had a response'. This is also untrue. I made a call to PlusNet support on 19th May about a performance problem.  In the course of very helpful discussion the subject of the migration to fibre came up. I explained that I was aware of the issue but would need to make changes to my network before I could make the transition. That work has been in progress.

Due to my alleged lack of response, there is a threat to 'temporarily stop' my broadband service in five (now four) days time.

The e-mail goes on to say that 'If you have already taken action to move your service to a new product, you can ignore this email.' So clearly PlusNet is discriminating between people who have 'taken action' and those who have not, punishing those whom they deem to be uncooperative.

I was assured yesterday that my broadband service would not 'temporarily stop'. Can someone from PlusNet confirm that assurance stands?

[#2]

@rmyorston1 The details around potential temporary loss of service here are correct, so our best recommendation is to call the number in my post above as soon as possible.

Our dedicated team will be able to look into your options from there.

Peter

[#3]

I know what my options are. They do not include continuing with PlusNet.

I will exercise my options when I choose, not because of PlusNet's threat to 'temporarily stop' a service I pay for.

[#4]

@Peter_JW 

Does Plusnet not understand that there are many customers who are extremely stressed and desperate to secure their landline phone number with a VoIP service or migrate to EE, but have been left hanging and unable to proceed because Plusnet hasn't migrated their email and webspace to Greenby !.

Plusnet have failed in providing ANY accurate migration date information for each customer's email transfer to Greenby, so nobody can plan timescales for porting their landline phone number,  and this stress is causing many people to look at leaving Plusnet, EE, or BT,  customers that you will lose forever.

Another massive fail by Plusnet, is their utter lack of support for vulnerable customers (such as @stathe) who currently have landline phones on an "ADSL only" connection that is too slow to support VoIP.  Where is the official Plusnet statement on how these cases are going to be dealt with ?,  because at the moment it looks like you are just going to cut them off - losing broadband, phone, email, webspace, static IP, etc.

Plusnet needs to urgently needs to prioritise all "ADSL only" customers, and migrate their email and webspace - before sending out these emails threatening to pause their broadband,  as it is YOUR FAULT that these customers can't progress.

[#5]

@rmyorston1 

"I will exercise my options when I choose, not because of PlusNet's threat to 'temporarily stop' a service I pay for."

I don't think you understand. This is effectively BT trying to send you a strong 'signal'!

Think of it like the driver of a speeding train sounding the whistle when they spot someone ahead blissfully staggering about between the tracks. This is not 'BT Bullying' (see recent Guardian article) or "discrimination". They can see the looming danger and don't want you to become a casualty, you (and doubtless others), appear to them to be oblivious.

I take it, like the OP, you currently have a landline telephone and broadband via ADSL? BOTH will be ceased in around 3 months time, unless you ACT. This is the substance of what this is all about.

[#6]

I do understand. I am aware of my options.

I resent being bullied.

[#7]

@rmyorston1 

"I do understand. I am aware of my options."

How do you expect BT to know who is and who is not "aware" of their options? They can only know the physical situation.

"I resent being bullied."

See my previous post.

[#8]

@steed 

Looking at the mail.ic24.net DNS record the TTL is down to 5 mins, so a change of IP looks imminent. 

Migration to Greenby in w/c Mon 26-09-26 could be the plan.

https://greenby.com/

https://webmail.greenby.com/

[#9]

PlusNet know that I am aware of my options.

I consider threatening to `temporarily stop' my service is bullying.

You are welcome to your own opinion on the matter.

[#10]

@rmyorston1 But are BT, with whom your phone presumably is, also know? A 'split provision' causes a lack of coordination, and you effectively only have three months to sort everything - which, given the numbers involved, gives a very tight schedule. ADSL and PSTN will cease to function come the end of January 2027, whether you (and others) are ready or not.

[#11]

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@jab1 wrote:

... you effectively only have three months to sort everything - which, given the numbers involved, gives a very tight schedule

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As of today, there are only 78 working weekdays, before the PSTN switch off deadline.

Most people would want to have completed their phone, broadband, and email transfers by Christmas, just 56 work days.

Given that many FTTP installs are currently taking a month from order to delivery, DSL customers are running out of time !

.

[#12]

"@jab1 But are BT, with whom your phone presumably is, also know?"

Of course not! Neither do Plusnet.

In the 1960s, if you'd gone into your bank - to discuss your overdraft, or a loan - the bank manager would have greeted you, maybe asked how you wife was after her recent spell in hospital. How your daughter got on with her recent 11+ exam and maybe proceeded to discuss his golf handicap with you!

I'd like to see you give that a try today in... a Lloyds (or any other) high street bank branch. 🤣

This isn't the 1960s...

Plus, as mentioned, as we reach the end point there will presumably be a stampede, as many realise it actually is all real and they rapidly need to do something. "Options" may not be so readily available.

Still, I'm alright Jack! 😊

[#13]

@pvmb Sorry, don't quite get your drift above. Plusnet know @rmyorston1 has an ADSL connection, BT Retail know they have a landline - both over copper. They say PN are 'aware' they are in the process of sorting it - but is the 'system' aware?

 Regardless, ADSL and PSTN will cease come the end of January, so presumably BT Group PLC  are trying to  slightly spread the load of moving customers off those two soon to cease products.

[#14]

The stampede has already begun.  

The BT pause your internet is a last chance to wake up nudge to all those customers refusing to respond to ther ISPs 
or with outdated contact info on their accounts.

Plus one would have to have been under a rock this week to have not noticed BT have now taken the basket case Talk Talk under their wing and from in the family experience,  Talk Talk have yet to contact the customers in FTTC only streets with any options. Their ADSL customers might be in the same boat.

[#15]

I've just had the same email. Is the "This means your broadband service will temporarily stop within the next 7 days for 7 days." part actually correct? If so, why? Is there an actual technical reason? The only deadline I knew about was January next year.

I'm aware I need to arrange FTTP before the end of January, but health issues and hospital appointments make it difficult to commit to appointment dates for the next couple of months.