EE??

[#1]

Just had an email from Plusnet - I'll be moved to EE for broadband and phone, or, I can stay with Plusnet if I switch to a broadband only contract. If I don't let them know within 30 days, I'll be moved to EE anyway.

I already have a broadband only contract. Why don't they know this?

[#2]

I suppose Pnet thinks you may want phone as well, as some folk get very cross if they're cut off. If you don't want a phone then I would think it best to give them a call. EE is PN parent network but no difference in service but it costs more!

[#3]

@Dalesman 

I already have a broadband only contract

Do you have phone with someone else e.g BT ?

[#4]

Longliner, why would Plusnet think I may want a phone when I've already switched from phone and broadband to broadband only? 
It seems I'll have to call them to remind them I don't have a landline and don't want to switch to EE.

[#5]

MisterW - no. Landline use dwindled to nothing and simply became an unnecessary extra cost.

[#6]

@Dalesman in that case , I'm confused why you've got the email. AFAIK the email is only going to customers with phone & broadband accounts. I'm going to escalate this to try and find out why you've got the email. 

[#7]

@MisterW  Just to avoid any doubt, I've checked our package confirmation.

"Remember, your new service does not include a home phone"

(Tried to copy paste from Plusnet's email but the forum software doesn't appear to allow it).

[#8]

Moderators Note

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

[#9]

@Dalesman the escalation has been picked up and the data is being checked. 

A question that was asked, how long ago did you change to broadband only ?

[#10]

@MisterW  Tbf not that long ago. Plusnet emailed me on 3rd June about the digital switchover and discontinuation of the phone service. My new contract (broadband only) was confirmed on 4th June and go-live was 9th June.

But then yesterday I received another email, basically similar to that on 3rd June, telling me to take action re. the digital switchover!

I assume I still need to call Plusnet to confirm that I don't now have a landline and don't want to be moved over to EE.

[#11]

@Dalesman 

My new contract (broadband only) was confirmed on 4th June and go-live was 9th June.

Ah! that probably explains it!. It was suggested on the escalation, that the dataset for sending out the communications may have been pulled before your change to broadband only.

I'll add your change date to the escalation for further review if the above is the case.

I assume I still need to call Plusnet to confirm that I don't now have a landline and don't want to be moved over to EE.

Yes , I would do that as soon as convenient. Post back if you have any problems and I'll feed them into the escalation.

[#12]

@MisterW I've called PN. The IVRS is currently 'press 1 for anything to do with moving to EE' - or words to that effect! The call handler confirmed that I won't be moved to EE and added that he'd had a couple of similar calls yesterday. Thinking I should have asked him to confirm by email.

[#13 · Accepted solution]

Hi @Dalesman,

We've also checked from our end and it's correct that you won't be moved to EE.

I'm sorry you received this communication in error - we're currently investigating what went wrong.

Thanks

James

[#14]

Thank you @James_B 

[#15]

No problem, @Dalesman 

Thanks for getting in touch to flag this issue.

James