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Strange letter

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daveplus
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Strange letter

I just received a letter from Plusnet that starts "We know that you're no longer one of our customers..." and ends asking for their router back.

This is bizarre because I am definitely still a customer, albeit with an account name that was changed when I moved house and, obviously, my Plusnet service.

The letter was addressed to my new address so I am assuming that this is just wires getting crossed somewhere in the "new" admin system.

Dave

13 REPLIES 13
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Re: Strange letter

Just out of curiosity how much are they offering for the router?

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Re: Strange letter

Moderator's note(s):

Thread moved from Plusnet Feedback to My Account Billing.

Forum Moderator and Customer
Courage is resistance to fear, mastery of fear, not absence of fear - Mark Twain
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daveplus
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Re: Strange letter

@billnotben No money but entry in a prize draw for an iPad

daveplus
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Re: Strange letter

ignore this

d

Plusnet Help Team
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Re: Strange letter

Fix

Hi @daveplus, thanks for your post.

 

It's definitely been sent in error.

 

When you move home, the old account is closed and a new one set up. It seems that on this occasion, it hadn't registered that you'd set up a new account and only registered the closed account.

 

Don't worry - this shouldn't cause any account issues.

 

I'll flag this to the relevant team now, thank you for bringing the issue to our attention.

If this post resolved your issue please click the 'This fixed my problem' button
 Owen P
 Plusnet Help Team
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Re: Strange letter


@daveplus wrote:

No money but entry in a prize draw for an iPad


If you have any mobile phones send them to me for entry in a prize draw for a Ferrari F40 🤣

s7eveyorkshire
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Re: Strange letter

It definately does not close old acc.and set up a new account... it may have had to have a new one set up but certainly does not close your current account so dont be alarmed if you are reading this its a little confusing
VileReynard
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Re: Strange letter

Why do Plusnet want their old routers back?

Are they afraid you'll sell it for a fiver on ebay?

"In The Beginning Was The Word, And The Word Was Aardvark."

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Re: Strange letter

I expect someone at plusnet wants them back so they can sell them for a fiver on ebay.

Superuser
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Re: Strange letter

@OskarPapa 

Can you please confirm that the router serial number got transferred across the accounts so that auto configuration of the router will function correctly?

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Plusnet Help Team
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Re: Strange letter

@Townman It doesn't look like it. I don't understand how this is relevant to what's being discussed here though. 

 

@daveplus If you're using the old router feel free to send me a PM with the serial number from the bottom and I'll be happy to add it into the hardware component on your new account so it receives firmware updates etc.

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 Anoush Mortazavi
 Plusnet Help Team
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Re: Strange letter

@Gandalf 

it has relevance in the context of the myriad of things which can and are going wrong where new accounts need to be created to replace closed ones.

 

This topic gives rise to the observation that for continued auto configuration of a retained router, the serial number needs to be transferred from the old account to the new account.  Without that, changing the account password is likely to cut the user off ... unless they realise and feel comfortable ‘messing’ with the router.

DaveyH
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Re: Strange letter


@VileReynard wrote:

Why do Plusnet want their old routers back?

Are they afraid you'll sell it for a fiver on ebay?


 

Because not many customers will reuse, repurpose or sell them on once they're finished with them, so will ultimately end up in landfill.

So as ISPs are responsible for sending millions of these things out it's only right they try to offset/reduce the amount of e-waste they generate by taking unused one's back for recycling...