Closed my account!!

[#1]

OK, not been having a great time recently.. mother in law had been end of life for a while and during this time we missed the bt bill, they cut us off on Monday and Plusnet closed my account ( with no notice )

Sorted BT and just waiting for our 'old' number back as on a temp one at the mo...

Contacted PN who have been less than helpful asked if we sign up again whether i can get my old account back... including emails... no one could answer just saying that account is closed you need to create a new one... surely this isn't right...!!

Also if i want a new account I need to sign up for line rental too.... previous account was just BB alone without line... could really have done without this at this time..!!!

To say I'm extremely un happy with PN is an understatement. 

Anyone had similar happen, have you managed to get your account/emails back?

If i cant get it back then i see little point going back with them and will probably look for alternatives... and now I'll be setting emails up with a 3rd party so this can't happen again..!!

Mick.

[#2]

Moderators Note

This topic has been moved from Fibre to My Account / Billing

[#3]

@MickD2 

You really need to look at your options here. Having broadband and phone wih different providers Is not good news these days and can not only lead to this sort of problem but cause issues if you have a fault. Phone faults have to be handled by BT and broadband faults by Plusnet. Sometimes you can have a phone line fault (the responsibility of BT) that causes broadband faults (Plusnet) but doesn't affect the phone operation. Result, misery whilst it is sorted. It's also almost always cheaper to put both services with one provider.

I don't know about BT but I would guess that if Plusnet will not re-instate your account and you don't move your phone and take a new contract then you will be hit with cancellation charges on your existindg contract (assuming that you currently have one).

Sorry to add to your problems but it might be time to carefully consider your options and the relative costs.

[#4]

@Baldrick1 

I hear what you're saying... i just don't know why they can't or won't just keep the account 'frozen' and then once I have a new line then they can re instate it... 

I'll have a look at options and take it from there.. thanks for your comment.

Mick.

[#5]

Sadly when an account is closed it can't be re-opened with PN.
I also suspect that when the BT line was cut it automatically ceased the PN account.
Would have to wait for a staffer to confirm this though.

[#6]

I also suspect that when the BT line was cut it automatically ceased the PN account.

Yes, the cease on the voice line will automatically cease any broadband. There's nothing any ISP can do about that.

[#7]

@MisterW 

Thanks for your comment, so there is no way to recover the account and more importantly our Emails?

Mick.

[#8]

so there is no way to recover the account and more importantly our Emails

Bear in mind that I am not Plusnet staff and so this is my understanding of the system.

AFAIK the system will not allow the reusing of an account as a new subscription account. It IS possible, when an account is closed, to request it be converted to a free email account to retain the email. However, this normally needs to be requested before the account is closed.  Whether this is possible in retrospect will need the advice of a PlusNet staff member...

and now I'll be setting emails up with a 3rd party so this can't happen again..!!

TBH that is a good idea if you rely on email ( and who doesnt these days!) . Getting your own domain and an email service makes you independent of any ISP as far as email is concerned. It needn't be expensive , my domain and email costs me less than £20/year

[#9]

Hi @MickD2

I'm really sorry to see what has happened during a difficult time for you with your mother-in-law nearing the end of her life.

As we've been providing broadband on another provider's line, if that line is disconnected, sadly our broadband service is ceased almost instantly and account closed down on our side.

I'm afraid we can't reactivate your account to a full broadband account, because it's terminated in our billing system. Once that happens, apart from a final bill with refunds and/or charges, the account will never bill again. 

I've however reactivated your account to reinstate your emails, which will be free of charge moving forward. Could you go to Manage My Mail at plus.net/email to recreate your mailboxes/email addresses you've had? 

If you had renamed the default email address to something different in front of @username.plus.com, your mail that was in your mailbox as the time your account was cancelled will be automatically restored. If you though had additional mailboxes, let me know when you've recreated them and I'll be happy to arrange for us to manually restore these to you. 

I've added more information onto a support ticket via your account you can view and respond to by going Here with regards to what we can do for you as a goodwill gesture under the circumstances.

I hope this helps. 

[#10]

@Gandalf 

Thankyou so much for this reply, you don't know the relief its given us.... I've replied to the ticket.

Thanks again from my wife and myself...

Mick.

[#11]

Sorry to hear all the trouble you are having with plusnet but I am not surprised, we have had nothing but TROUBLE with these people, they can't even bother  to do a call back, when requested you are told you have to wait 5-7 days for a call from a manager!!!!!  like they are so busy sitting at the desk,pmsl.

You get through to customer services and you end up talking to someone with short term memory issues as they forget to add your bank details etc etc.

IMO the company is run by [Removed]

Better off waiting for Elons Starlink or go to Virgin.

Moderators Note: Insulting comments towards staff removed.

[#12]

@karl777 I've split your other post out into it's own thread here - please use that to give more info so staff can help.

[#13]

@karl777 Thanks for your valued contribution to this topic.

[#14]

@MickD2 wrote:

@Gandalf 

Thankyou so much for this reply, you don't know the relief its given us.... I've replied to the ticket.

Thanks again from my wife and myself...

Mick.

Thanks for getting back to me @MickD2

No problem at all, I've just added a reply to the ticket now.

[#15]

Well looks like we're back to square one!!!! 

Had an email to say my new account has been rejected.... @Gandalf can you do anything here?.... I'm going to leave it until mid morning Monday if this isn't sorted I'm just going to go with BT... sorry if I don't sound grateful for what you'd said you'd done, but I just need a broadband account to organise things for the funeral, I've run out of mobile data so have had to purchase a mobile wifi device.... its all stress I really could do without at the moment.

Mick.