Sorry you've left? Sorry, I haven't...

[#1]

I received the `Sorry you've left' email on Monday afternoon and forwarded a copy to abuse@plus.net address but haven't had any response. I rang Plusnet the following day and had a couple of conversations but but no-one seemed to know what I was talking about. I wrote a detailed description of my experience to post on here but couldn't log in. My details were not recognised, perhaps because it's a long time since I needed to access the Community forums. Then I had trouble registering under a new name and password - it was impossible to complete the form on my PC screen but finally did it on my phone. For what it's worth, here's what I wanted to report. Sorry it's long but there's a lot to tell!...

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I've been a loyal Plusnet customer for 20 years and had good service in all those years so I was surprised to receive an email message on 28th July from Plusnet titled thus:
`Share your feedback for a chance to win'
and body text beginning as follows [but I've redacted the last part of the HTTP address for safety]:

Help us get it right next time [name]
You could win a £250 Amazon voucher. ‌
Plusnet
https://comm.plus.net/c/.................
Share your feedback and you could win
Hello Peter,
We’re sorry you’ve left, but we’d love to know why....

This is the first I knew of my leaving Plusnet! I'm halfway through an 18-month contract and have paid all my bills. Then I noticed the line stating:
`To be entered into the draw, you need to complete the survey by 27th July 2025.'
...but the email arrived on 28th July!

I noticed that the From address is plusnet@comm.plus.net and all the links start with https://comm.plus.net rather than https://com.plus.net.

With suspicions aroused I forwarded a copy of the email to abuse@plus.net. Then I tried logging into my Plusnet account and that worked OK so I phoned the help line and explained about the strange email. The calls handler checked and confirmed that my account was live and my payments were up to date. I asked whether the email was bogus but she couldn't answer that and transferred me to someone else. I told him the story and when I gave him the From Address he said it must be false because the `comm' in comm.plus.net would be an invalid address and should be `com'. I pointed out that I have often received valid emails from Plusnet with `comm' in the address (e.g. confirmation when renewing my contract). Also I doubt I would have received the present email if the From address was invalid.

Further discussion with the man (Redacted) deviated from my original query about the veracity of the email and turned into more of a sales pitch. I let him continue and we ended the call with him sending me an email with details of the change from analogue to digital phone connection. (The message was signed off as from Plusnet but with a big BT logo at the end. I know Plusnet is part of BT but I'm not sure which company he is employed by.)

So I'm still left wondering if the original 28th July email message was genuine or not. Can anyone clarify this for me?

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Moderator's note:
CSA name(s) removed (to an area staff can see) as per Forum rules.

[#2]

@Garnet I suspect the email was genuine - the .comm address takes you to a marketing/communication company who I suspect handle this kind of thing for the whole of the BT Group, the .com one is invalid.

My thoughts at the moment are that someone, somewhere has been pushing a few wrong buttons.

This has been escalated by @MisterW , so we need to wait and see what response he gets from the escalation.

[#3]

This has been escalated by @MisterW , so we need to wait and see what response he gets from the escalation.

James has picked it up and is looking into it...

[#4]

Thanks for reporting this issue everyone.

It is a genuine email from Plusnet and we're looking into why you were sent it in error.

I'm sorry for any confusion this has caused.

James

[#5]

I was right then - for once. 😁

[#6]

Yes but even a broken clock is right twice a day ! 

.

[#7]

I called PN last evening, and the person I spoke to could not have been more helpful. She checked with a colleague, and confirmed there is no order to stop or transfer my service away from PN, which is just as well as I am mid-contract and would no doubt been charged the remaining months.

[#8]

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@Champnet wrote:

Looks suspicious : Received: from mail75-101.int1.msgfocus.com

https://www.scam-detector.com/validator/msgfocus-com-review/

---

Where?

Received: from [84.93.230.236] (helo=avasin-ptp-006.plus.net)

The IP is BT PLC owned!

And 185.54.75.101 is Upland Software UK Limited, a cloud services company.

https://uplandsoftware.com/

Anyway, I see it's been sorted now...

[#9]

And ? My Company had a Colt IP but They weren’t the site’s owners.  
msgfocus.com is owned by Adestra Ltd, a company recently dissolved…….

[#10]

Still no official update from PN as to whats going on then

Need to know does this message relate to:

1) The transfer of a now email-only A/C to Greenby ?

2) The transfer of a landline back to BT ?

3) Or is it just a basic c*ckup by someone somewhere ?

Anyone running a book   Think I might have to go e/w on all runners TBH because it could so easily be any if not all of the possibilities couldn't it and I'm not sure which is the more likely :lol: All equally plausible and likely to be equally problematic in one way or another.

[#11]

Hi @mikeb,

Our communications team are investigating why some customers have received this email in error.

Please disregard it if you haven't requested the termination of your service.

Thanks

James

[#12]

@mikeb As per msg#19 this is a genuine PN email, inasmuch it comes from an authorised source, but it appears it has been sent in error - somehow.

Hopefully, @James_B  will update here when the reason is determined.

EDIT: Ooops, he beat me to it.

[#13]

A salutary tale that has a bearing.  Voicemail a month ago warned that bt was closing our 45 year old account.  Reckoned it was a scam/phish. A letter two weeks later had us thinking something odd afoot. On 28th July Mrs Me ( acc holder) rang bt and was assured there had been a mistake and not to worry we would not be cut off.  Some of you are way ahead of me by now: sure as eggs is oval come August 1st at dawn both landline and net down. Long story short someone nearby was switching to Sky and a bt bod made a "mistake" (the word recurs a lot) and we had lost our landline number and connection.  The solution proferred was to open a new account accept a new number and wait two weeks for fibre installation.  4 hrs+ and two days of of foning and we were promised that we would retain our old number. 60 hours after that and installation this morning Aug 5th was offered (because we are old). And lo and behold it was so.  We have internet and a telephone number nobody knows.  No user name no details of how to do anything - which becomes important.  Having had no emails (some headings but empty) since Friday I tried to get caught up. You're ahead of me again.  Because bt had closed our account plus.net a wholly owned subsidiary had done likewise.  Account closed; emails gone; email addresses - dust.  Ready for a laugh ? we can tell from the headings that bt and plus.net communicated these facts by ? yes EMAIL: the very email that they had cut off.  A new account with plus.net is no use because new accounts do not get email addresses - so 45 years of phone number and 20++ years of email contact data gone - "jussliketha'" as Tommy Cooper was wont.  So if anyone out there still believes in customer care and loyalty - forget it. The only glimmer of efficiency and care in bt's system was the highly motivated interlude of signing me/us up to a direct debit (over a barrel you understand - most of 14 days to reconsider if anyone has recommendations).  To say we are disgusted does not come close.  I thought venting my spleen hereabouts might help - it hasn't.  Be warned.  Oh yes - when bt say "mistake" I think they mean "failure to exercise due diligence" leading to "breach of contract"  and when they talk of "auto-compensation" I doubt we're taking into account the disruption and blood pressure raising effect of their "mistake".  An evening of hold the line music awaits. Bye plus.net (the rot set in when bt took over).

[#14]

@chips

When your phone line gets ceased like this, your phone number goes in to quarantine for 30 days, before becoming available for recycling to another user.  During this 30 days, you can ask a third party VoIP provider (such as A&A) to migrate your old phone number to their digital phone service.  You will need a small adaptor to convert your analogue phone to work via your home internet connection, costing typically £30 to £50,  but at least you can still use your existing phone handset AND keep your 45 year old phone number AND your phone bills will be much cheaper.  As your line ceased on 1st August, then you've got a few weeks to recover your phone number before it is lost completely.

Good luck !.

[#15]

@outcast  That’s not really going to help as @chips  stated 30 days have long past.