Fibre upgrade cancelled but still getting emails
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4 weeks ago
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Fixed! Go to the fix.
3 weeks ago - last edited 3 weeks ago
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A warm welcome to the forums.
Sadly this is not the first time we have seen the apparent continuance of a backed out order.
How did you order from EE - direct or via Plusnet (service transfer)? If it was direct with EE then you need to cancel via EE.
With a service transfer to EE, that should keep your landline NUMBER which will be delivered as a Digital Voice service if that is what you asked for.
What you will lose (if you have it) is your Plusnet email service.
If staying as you are is what you want, I suggest that the cost of phoning from abroad will be small compared to the potential costs and issues of ending up with a service you do not want ... and the potential side consequences.
This space is not well served by staff these days ... but today @SammyM is doing a sterling job of mopping up queries ... hopefully she might see this tag.
You might find more information from tickets on your account (which you can respond to) - log in to the user portal and then click the PN Ticket button below. HOWEVER, I personally I would not leave this to an asynchronous communication channel, I would use the telephone.
In another browser tab, login into the Plusnet user portal BEFORE clicking the fault & ticket links
Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.
If this post helped, please click the Thumbs Up and if it fixed your issue, please click the This fixed my problem green button below.
Re: Fibre upgrade cancelled but still getting emails
3 weeks ago
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Re: Fibre upgrade cancelled but still getting emails
3 weeks ago - last edited 3 weeks ago by Mav
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Finally sorted (I hope) after 4 phone calls, 3 to Plusnet who kept saying it was fixed but then sent us a "sorry you are leaving" email, and a further call to EE. Still half expecting an engineer to turn up on the doorstep next week. Plusnet used to be good for customer service; what happened? So glad I took Townman's advice and called them, although I anticipate a big bill when I get back to UK. Grateful to the Forum, without whom I would not have known it was possible to extend our existing contract without switching, and to Townman for recommending a phonecall to sort it out even though we're abroad. Good advice.
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