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Personal Data leak - How many? What? and Who?

Tench
Dabbler
Posts: 20
Thanks: 8
Registered: ‎22-04-2015

Personal Data leak - How many? What? and Who?

FAO Plusnet staff:

How many accounts were compromised?

Exactly what personal data was exposed?

Are you following GDPR guidelines on the need to inform customers who's data has been exposed?

9 REPLIES
Tench
Dabbler
Posts: 20
Thanks: 8
Registered: ‎22-04-2015

Re: Personal Data leak - How many? What? and Who?

From the lack of response I'll assume the worst. Keep an eye on your bank statements.

Plusnet Help Team
Plusnet Help Team
Posts: 69
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Registered: ‎18-06-2018

Re: Personal Data leak - How many? What? and Who?

Thank you for getting in touch

We have contacted the very small handful of people whose accounts were affected. After an extensive investigation there is no evidence to suggest your account is one of them, and we’re very sorry for any concern this has caused.

If this post resolved your issue please click the 'This fixed my problem' button
 Lee Y
 Plusnet Help Team
Community Veteran
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Registered: ‎16-10-2014

Re: Personal Data leak - How many? What? and Who?

@Ndegwa - Necroposting! Whatever next. Wink

email4ian
Newbie
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Registered: ‎28-09-2018

Re: Personal Data leak - How many? What? and Who?


@Ndegwa wrote:

Thank you for getting in touch

We have contacted the very small handful of people whose accounts were affected. After an extensive investigation there is no evidence to suggest your account is one of them, and we’re very sorry for any concern this has caused.


 

This is all lies. They have not contacted people affected. The data breach is still ongoing. Telephone support to totally useless, they don't care at all and have not taken any action to resolve the data breach. I didn't even get the impression they knew about it.

gambo123
Hooked
Posts: 9
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Registered: ‎28-09-2018

Re: Personal Data leak - How many? What? and Who?

I feel Ive been fobbed off every single time I managed to get through this week.  Ive spent so far 3.5 hours queuing to get through each time and be assured im going to have my services reconnected.  I was cut off even though I paid on the agreed date.  They have still cut off my dialling out facility.  Absolutely shocking customer service, lack of concern, I even heard the girl who took my payment sniggering when I complained about the length of each call was taking to get through.  Four promises of an agent from accounts getting back to me and not one phone call.  All this and even a text message saying ive been overcharged but it wont be deducted untl next month.  Stealing my money and not providing a service!  My patience has diminished, Im contacting Virgin on Monday to change the supplier.  PlusNet, you are disgraceful, and need investigating thoroughly.  Maybe OFCOM needs advising?  As for the breach of data I dread to think whats been going on.

email4ian
Newbie
Posts: 2
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Registered: ‎28-09-2018

Re: Personal Data leak - How many? What? and Who?


@gambo123 wrote:

Maybe OFCOM needs advising?  As for the breach of data I dread to think whats been going on.


 

It's the Information Commisioners Office (ICO) that needs to be informed about data breaches within 24h. Plusnet claim to have done this but no one I’ve spoken to on the phone can give me any details. I can only think now that thay have been told to blank customers who report data breaches.

https://www.uswitch.com/broadband/news/2018/09/plusnet_assures_customers_after_minor_data_breach

https://www.theregister.co.uk/2018/09/03/plusnet_faces_customer_amid_ongoing_routine_maintenance/

Plusnet stressed that "full payment details were not visible" – but didn't offer any more specifics about what other users could see, or provide the exact number of affected accounts.

 

I can confirm that payment details ARE visible.

Plusnet also claim to have fixed the problem. Well if that is the case this must be a NEW data breach.

I think there are probably lots of people in this situation and Plusnet are just overwhelmed and don’t know how to fix the problem.

Plusnet Help Team
Plusnet Help Team
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Re: Personal Data leak - How many? What? and Who?

@gambo123 I've just added a ticket for your attention regarding your account: https://www.plus.net/wizard/?p=view_question&id=183109369 

If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team
gambo123
Hooked
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Registered: ‎28-09-2018

Re: Personal Data leak - How many? What? and Who?

Yes, Ive already been told that 2 were raised already, I have now double double checked with my bank and can assure you that a payment of £57.28 has come out of my bank account several  days ago for the payment due, yet im still being told I need to pay.  Ive just sent you my third screenshot this week of the bank reference number and amount showing on my bank statement.  I need this sorting out before Monday.  Thankyou.

Plusnet Help Team
Plusnet Help Team
Posts: 229
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Registered: ‎06-08-2018

Re: Personal Data leak - How many? What? and Who?

Hi @gambo123,

 

I appreciate your comments in regards to this. I can see my colleague has updated your ticket and it is now with our Billing Operations team who are currently working through a backlog of tickets so there may be a slight delay. You can view the ticket here.

If this post resolved your issue please click the 'This fixed my problem' button
 Maddy S
 Plusnet Help Team