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How do you contact Plusnet?

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Hooked
Posts: 5
Registered: ‎06-04-2020

How do you contact Plusnet?

Does anyone know how to contact Plusnet? I've tried phoning but after going through all the options they just say they aren't taking calls. Live chat is never working and they're ignoring Twitter.

I get that the call centres will be on reduced staff but I thought office people were 'working from home'?

I my case I'm trying to transfer to a new supplier. Plusnet had the cheek to email me:

Hello xxx, Account username: xxx Thanks for deciding to stay with Plusnet. Your request to move your Home Phone product away has now been cancelled. This email confirms that your transfer has been stopped and that your Home Phone product won't be changed. You don't need to do anything and you will continue to be billed for your service as usual.

No-one has phoned me to discuss my transfer so their email is plain fraud. I'm livid about it.

5 REPLIES 5
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Plusnet Help Team
Plusnet Help Team
Posts: 7,963
Thanks: 941
Fixes: 386
Registered: ‎01-01-2012

Re: How do you contact Plusnet?

Thanks for getting in touch @pez1 and apologies for the delayed response.

From what I can see the cancellation was done by the party trying to take over the line rather than us.

I'd recommend contacting them for further information 

If this post resolved your issue please click the 'This fixed my problem' button
 Matthew Wheeler
 Plusnet Help Team
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Hooked
Posts: 5
Registered: ‎06-04-2020

Re: How do you contact Plusnet?

Thanks for the reply Matthew. There's no reason for the new supplier to stop the transfer. I spoke to them this morning and they say that Plusnet refused the transfer but are going to put it through again. As Plusnet do not appear to be open for any sort of customer enquiries (apart from this forum) I'm just going to let the new supplier try again and then seek redress from Plusnet once I can work out the financial cost of the delay. Cheers

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Hooked
Posts: 5
Registered: ‎06-04-2020

Re: How do you contact Plusnet?

Are you still around Matthew? My new supplier has now put in my transfer request 3 times but it keeps getting blocked by Plusnet. How can I resolve this?  

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Plusnet Help Team
Plusnet Help Team
Posts: 15,068
Thanks: 428
Fixes: 123
Registered: ‎27-04-2007

Re: How do you contact Plusnet?

Hi there, sorry to see this. I've just checked your account and can see that you've called in today for advice on this. As we've not found any obvious reason on our side for the orders being cancelled it does sound like it's something the new provider has done so you would be best speaking with them to ask for new orders to be placed to transfer your services over. - Adam

If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
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Hooked
Posts: 5
Registered: ‎06-04-2020

Re: How do you contact Plusnet?

Thanks Adam. Yes I did manage to get through to your provisioning team. It seems that no-one is really sure who's fault it is with Plusnet blaming Shell (my new supplier) and Shell blaming Plusnet. As there's no other option Plusnet have told me to try Openreach. Trouble is I'm stuck in the middle whilst this drags on - out of contract paying 50% more than I should be.