Potential fraudulent email

[#1]

I have received a sorry you've leaving email which appears to have come from Plusnet, however I have not requested a transfer to another provider therefore I do not know if this is a genuine email or not. How do I contact Plusnet to make sure they are not disconnecting my broadband if I do not have access to a phone?

[#2]

@mort79 Does the email have a reference number at the foot - something like 'Reference E0107' - not those numbers, but a similar format?

Irrespective, I would give them a call as soon as possible - it could be a phone number which has been written down wrong or transposed.

[#3]

Yes the email does have a reference number at the bottom.
I need a method of contacting Plusnet which isn't via phone as I do not have access to a phone currently. Is there an email address I can use?

[#4]

Sadly there is no email option - the only non-phone options are: this forum, Twitter or Facebook and unfortunately all three are very slow at getting a response.

[#5]

Moderators Note

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

[#6]

Hey @mort79,

I'm very sorry for any concern or confusion that this might have caused. I can see that this does appear to be a legitimate email, as it lines up with this service notice that's recently generated on your account. Just to clarify, you're not wanting to move your services away from us and haven't recently signed up to another provider for any services, such as Landline or Broadband?

[#7]

Hi,
Yes I can confirm that I wish to keep my services (landline & broadband) with Plusnet & have not requested a transfer to another provider.

[#8]

If the linked to service notice has an "add more information" option, I would recommend that you place on there a clear statement that you do not wish to move.

This really needs affirmation over the phone.  Can you borrow a friend's phone?  Numbers are all 0800.

A provider putting in the wrong details or selecting a nearby line having a similar address can result in an erroneous line take over.  Some of BT Openreach's data is in a terrible mess / out of date.

Be warned if this process is not cancelled cleanly it can result in the line being terminated.  I have had such a notice, had Plusnet bounce the order, but something within BTOR go wrong and the line being terminated regardless.

Phoning COTS might be a good option here - they tend to be less busy than the support lines.

Contact Customer Options Team (aka COTS)

COTs is the place to go to if you want to find out anything to do with your contract in respect of leaving, renewing or simply enquiring about early termination charges (ETCs). They have their own number and tend to answer quicker than the general customer service number.

Direct dial numbers

• 0800 013 2632 (from within the UK)
• +44 330 123 9197 (from abroad)
• Available...
  • 8am - 8pm Monday to Friday
  • 9am - 7pm Saturday
  • 9am - 6pm Sunday