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URGENT Do NOT cancel my account at midnight.

kihroberts
Newbie
Posts: 2
Registered: ‎28-11-2022

URGENT Do NOT cancel my account at midnight.

I got an email this afternoon to say that I have asked to cancel my account. I HAVE NOT. I only saw the email after the helpline closed. How can I stop my account from being cancelled. This happened to us once before and it took over two weeks and mega effort and time to get a new account. In the meantime no WiFi. I logged into my account but there is an error so I cannot do anything.

4 REPLIES 4
jab1
Legend
Posts: 16,668
Thanks: 5,259
Fixes: 246
Registered: ‎24-02-2012

Re: URGENT Do NOT cancel my account at midnight.

@kihroberts Exactly what does the email say? That you have initiated a move to another ISP?

John
kihroberts
Newbie
Posts: 2
Registered: ‎28-11-2022

Re: URGENT Do NOT cancel my account at midnight.

THIS IS WHAT MY EMAIL RECEIVED AT 14.09 TODAY SAID: I have NOT asked to cancel my account.

"Hello Kajsa,

Username: [Removed]

We're sad to hear that you've requested to cancel your Plusnet services, but we've done as you asked and placed your cancellation request.

The cancellation will take place on 28th November 2022.

 

Cancellation charges

 
There are no cancellation charges.
 

What happens next?

 
Once your services have been cancelled, you'll no longer have access to your Plusnet services, or our award-winning customer support.

If you have important services connected to your phone line, such as an alarm, CCTV or medical alerting system you'll need to let your new provider know so that they aren't affected by the cancellation."
 
Moderator's note by Mike (Mav): Personal information removed from a public forum (to an area that staff can see).
jab1
Legend
Posts: 16,668
Thanks: 5,259
Fixes: 246
Registered: ‎24-02-2012

Re: URGENT Do NOT cancel my account at midnight.

That sounds  a little weird. I  would strongly suggest you contact PN by phone as soon after 8AM tomorrow as possible - if you get held on the 0800 432 0200 number, try Customer Options on 0800 013 2632 -  they are usually quicker to respond. If no one in your family gas requested this, it sounds as though account numbers have somehow got muddled.

Unfortunately, there is NO support on here by staff after 8PM.

John
TheMightyAJ
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 2,511
Fixes: 126
Registered: ‎26-03-2018

Re: URGENT Do NOT cancel my account at midnight.

Hey @kihroberts,

I'm really sorry for any concern that this might have caused. I've had a look over the account this afternoon and I can see that this seems to have been sorted out since you sent us this message earlier on in the week. If you feel that's not the case, or if you have any further queries for us, please let us know and we'll be more than happy to assist Smiley

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