I received an email "Leaving Plusnet - what you need to know" but it is unauthorized transfer

[#1]

I received an email "Leaving Plusnet - what you need to know" but it is an unauthorized transfer, the email provide a phone no. but I checked this online it is a scam. Therefore, I don't know what I do for this.

"We're really sad to lose you as a customer and would love to offer you one of our great deals before you leave, it's all part of us doing you proud. Visit the Member Centre or call us for free on 0800 073 3057 from a landline or mobile. If something isn't right and you would like to speak to someone about your account, the sooner you call the easier it is to change things."

Does Plusnet have an email address I can inquire about this?

[#2 · Accepted solution]

@billy1231 I suggest you call Plusnet on 0330 123 9123 and ask them why they think you have requested a transfer.

BTW - that is a genuine PN number (or was) , but I understand it was for Business Account holders, when PN decided to close their Business operations.

Who does the email claim to come from?

[#3]

Please see the content as below:

We're sorry to hear you're leaving us Here's what you need to know

Hello xxx(I hide my name), Account username:  We're sorry to hear you're leaving us. Another service provider has told us that you want to move your broadband away from Plusnet. Your broadband service is scheduled to transfer automatically on 20th November 2024 and will result in the cancellation of your Plusnet account. This means that on this date, your services will be taken over by your new provider and you won't need to contact us to cancel your service with us. We're really sad to lose you as a customer and would love to offer you one of our great deals before you leave, it's all part of us doing you proud. Visit the Member Centre or call us for free on 0800 073 3057 from a landline or mobile. If something isn't right and you would like to speak to someone about your account, the sooner you call the easier it is to change things.   Before you leave Plusnet   Before your broadband service moves there are some things you need to consider.   Your broadband service   Moving your broadband service means our award winning support team will no longer be able to help if something goes wrong with your connection. You'll also lose access to the Member Centre where you can find all our fantastic Plusnet perks including exclusive discounts on amazing tech products through the BT Shop or entries into our free competitions that you may have taken advantage of. You will also lose the following services if you have them enabled as part of your broadband package: Your Static IP Any Plusnet domains you have Plusnet Protect Your Plusnet Webmail account   When you leave Plusnet   You'll receive a cancellation bill with the charges you need to pay. Because you're moving your broadband before the end of your minimum term, you will be subject to early termination charges. These have been calculated at £xxx. You can find out more information about this in our Price Guide. We could save you this fee and also find the best offer for you. Visit the Member Centre or call us on 0800 073 3057 to see what deals we have for you.   Your cancellation bill   Your cancellation bill will include: The charge to cancel your services, if applicable A final charge to cover your services for the period between your previous bill and the transfer date, if applicable Any applicable charges for broadband usage in the period between your previous bill and the transfer date We'll use the details stored on your account to take the payment. If you pay by Direct Debit please don't worry about cancelling it, we'll take care of it once all your charges have been paid.   Any questions?   We've got a helpful team of Plusnet advisors to answer any questions you have about leaving. Call us for free on 0800 073 3057 from a landline or mobile, between 8am-8pm Monday-Friday or 9am-7pm on Saturdays and 9am-6pm on Sundays. If this is the end of the road we'd like to thank you for using Plusnet and we're really sorry to lose you. We hope that you'll consider us again in the future.   Best wishes, Mark Carberry Customer Operations Director www.plus.net

[#4]

That looks like a genuine PN email, but it would be interesting to see the senders address. Also, does it have an 'email reference at the foot?

[#5]

There was a few of those sent out in error in 2020, but would call the main PN number to check.

[#6]

Providers do make mistakes when entering the details for a line take over, leading to erroneous line take over attempts.  Sometimes it is simple typos, sometimes it is property name confusion, where two properties near each other have similar names (for example Rose Tree Cottage and Rose Tree House).

It is IMPERATIVE that you contact Plusnet support or COTS IMMEDIATELY to have this rouge migration stopped dead.  Be warned that the stop rouge migration process within BT Openreach / Wholesale is not water-tight.  I had a rouge line take over stopped by the wizard @Gandalf (so I know the process was executed correctly), but the line still got ceased and it took 10 days to restart it.

Things have changed since then, I fear that in this situation if you are on BB + PTSN and the line is ceased by this rouge take over, then it might not be possible to restart the PTSN service given the stop-sell on WLR.

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.

Direct dial numbers

• 0800 013 2632 or 0800 079 1133(from within the UK)
• +44 330 123 9197 (from abroad)
• Available...
  • 8am - 8pm Monday to Friday
  • 9am - 7pm Saturday
  • 9am - 6pm Sunday