"You've updated your personal details" - no i I haven't and now they're wrong

[#1]

I just got 3 emails from plusnet informing me I had updated my marketing preferences and my address/personal details. Firstly, I haven't done any such thing. But I did select a package upgrade a few days ago and I assume it's linked to that.

But more seriously, the personal details now show my address as slightly wrong - my village is now listed twice - and the email is definitely not valid. I had blahblah+plusnet@gmail.com and now it is blahblahplusnet@gmail.com. These are not the same.

I was able to manually update the email but it's worrynig this happened. And PlusNet no longer seem to allow me to submit a support ticket or communicate by email, which seems a dumb move. Customer Service is one of their big topics and having to phone up to spell out an email address rather than just copy-paste is pretty annoying. Lots of people don't like (or can't easily) using the phone so why make it difficult?

[#2]

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@MisterPlusBoy wrote:

I was able to manually update the email but it's worrynig this happened. And PlusNet no longer seem to allow me to submit a support ticket or communicate by email, which seems a dumb move. Customer Service is one of their big topics and having to phone up to spell out an email address rather than just copy-paste is pretty annoying. Lots of people don't like (or can't easily) using the phone so why make it difficult?

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You have never been able to submit a a support ticket or communicate by email.

[#3 · Accepted solution]

Ah I can see what's happened here, some lines of your address were missing on your account and they were updated, so we could place the package upgrade order with our suppliers. However, this duplicated one of the lines as the address we hold for you in our postcode database is incomplete, so I've updated this now - thanks for flagging. 

I'm not sure why your e-mail address was altered though, apologies for that! I'll feed it back.