Contract has been cancelled by someone else

[#1]

Hey peeps,

I received the email below, saying I was cancelling my contract and would need to pay the break of contract fees. First thing I did was check online to make sure it wasn't a scam, and saw similar messages on here suggesting it wasn't, and that if I phoned the supplied number, I could get it sorted.

I phoned end of January, and was told "we can't do anything. Just wait until the router/signup details come from the new supplier and try to find out who had cancelled my contract, so I could approach them." This seemed odd, but I've waited, and now we're only a week out from the date, and nothing has come from the new supplier.

What would you recommend I do? I really don't want to be left without internet, not during half term, and not with several gamers in the house, lol.

Thanks for any help you can provide.

Hello *****,

Account username: *****

We're sorry to hear you're leaving us.

Another service provider has told us that you want to move your broadband away from Plusnet.

Your broadband service is scheduled to transfer automatically on 27th February 2026 and will result in the cancellation of your Plusnet account. This means that on this date, your services will be taken over by your new provider and you won't need to contact us to cancel your service with us.

We're really sad to lose you as a customer and would love to offer you one of our great deals before you leave, it's all part of us doing you proud. Visit the Member Centre or call us for free on 0800 073 3057 from a landline or mobile. If something isn't right and you would like to speak to someone about your account, the sooner you call the easier it is to change things.

[#2]

Moderator's note:
Thread moved from Full Fibre to My Account/Billing

[#3]

@Marsturr The agent you spoke to was mistaken. If you contact PN as you have, they should refuse the transfer request.

@Debbie_G  / @Marsh  - can you jump on this, please?

[#4]

@jab1, Under normal circumstances, we can simply cancel these 'transfer'; however, due to the type of order placed by the third-party, I have tried to cancel it on my end, but it was rejected sadly.

@Marsturr, I have raised this to our operations assurance team to see if they can cancel the order on their end. Once I have an update, I will let you know 

[#5]

@Marsturr, just out of interest, what type of broadband do you have? and do you have a phone line with it (i.e. not SoGEA FTTC)? and if so is that phone contract included in the Plusnet broadband contract or is it with another provider?

It occurred to me that if the phone line was with, say,  BT, and you had ADSL,  the closure of PSTN would close your broadband and Plusnet wouldn't be able to cancel that. As I understand it, if it was a transfer to another broadband provider Plusnet should be able to block the transfer. (there has been discussion of this scenario in other threads...)

[#6]

Thanks for the quick response. I was away the weekend, but back now.

I would really appreciate an update, as well as any recommendations you can give.

[#7]

It's the Full Fibre 300 package; no phone included. I'd love to know what the issue is, from pure curiosity, if nothing else. It's baffling to me that anyone can cancel my service without my details.

The agent suggested the third-party was planning to move into the area, and had input my address by mistake. But presumably that means they've paid for a new service and haven't realised their mistake yet? Or have they realised, and that's why I've not received any details by post, but the cancellation is still affect?

[#8]

---

@Marsturr wrote:

It's the Full Fibre 300 package; no phone included.

Ah, that is surprising - if it is an ordinary takeover then you should be able to query it, and Plusnet should be able to stop the cancellation.

@Marsh , without any customer specific details, are you able to say anything about the type of order that has been placed, and what is special about it that prevents Plusnet having a say?

[#9]

@Marsh Hi there. Should've asked, but I'm assuming from your response you can see my account, and know the details of my case? Otherwise, I can PM you anything you need. Or would it be quicker if I phone again?

Just wondering: I keep getting, "sorry to see you go; how about a renewal offer?" type emails. If I took up one of these new contracts, would that kickstart something/re-instigate the ownership of my line? If that makes sense.

Also wondering: If worst comes worst, and my line gets cut, how do I go about getting it back up, and how long will it take? We have some pretty important stuff going on right now that require internet connectivity. (it's not just my sanity at stake if the kids lose internet, lol)

[#10]

Hey @Marsturr,

We’ve got your account, @Marsh found it from the details in your forum profile. Unfortunately, we’re not having much luck cancelling the order and can’t cancel it via conventional means due to the type of order it is. Don’t know much except it wasn’t a One Touch Switch or a Working Line Takeover (ironically as they are technically taking over a working line), but we’re still trying via alternative ways. 

In the meantime, I’ve dropped you a PM with the name of the provider if you want to try giving them a call.

Accepting a renewal offer won’t affect the order, it’ll only change the billing side of things in your account. Think of it as 2 layers, your account basically just bills you and lets you connect to the internet through our network, then behind it there’s the Openreach service that another provider has placed an order against. From what I can see your line is registered at the right address, so it’s likely someone has chosen the wrong address when placing it. ‌‌

If it completes, we’ll get you back up and running as soon as possible, I can’t really say how long at this stage. But we’ve created a “house move flag” on your account that should prevent it from being automatically cancelled if the order completes, so can get the ball rolling quicker.

[#11]

The order is now cancelled btw. 

[#12]

@Gandalf  That was difficult one by what has been said but your powers as the Plusnet wizard have succeeded again.😀