Unothorized Switching from Plusnet Email

[#1]

Hi, 

Not sure if this has happened to anyone else, but I have received an unotherized Switching from Plusnet email today. It appears to be legitimately from Plusnet. I have not initiated it and do not wish to switch my service. 

The email appears to say: We'll send a final bill with any charges up to and including 19 Jul 2025. If you've paid too much, we'll refund you on your final bill.

I don't really understand what has triggered this email. 

[#2]

@sambarre What else does it say? From memory, there is usually more detail in the message. It is possible, in fact likely that someone else has requested a switch, and somehow the wrong details have been entered, or the One Touch Switching service has thrown a wobbly.

[#3]

It is IMPERATIVE that you make DIRECT CONTACT with Plusnet IMMEDIATELY.

Failure to do this QUICKLY will lead to the account being terminated, potentially with the loss of your existing telephone service / land line number and email with Plusnet if you have such.  BT Openreach's database can be flawed, other provider do make mistakes which can lead to erroneous line take over orders.

YOU MUST ACT NOW!

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.

Call this number 0800 432 0080 and press 2 and it takes you straight to a Sales/COT advisor. You get two simple options of 'are you an existing member' or 'are you new'.

Open

• 8am - 8pm Monday to Friday
• 9am - 7pm Saturday
• 9am - 6pm Sunday

If this service includes a PTSN telephone service it will NOT BE POSSIBLE to reinstate that service should it be ceased by delays in cancelling this unsolicited / unintentional service takeover.  Service restitution will take the standard new order lead-time typically 10 working days.