Dishonest email?
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Dishonest email?
02-12-2022 3:59 PM
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I recently received an email from Plus Net stating that my 'old technology' ADSL line was being 'retired', and that if I didn't upgrade to fibre soon, I 'risked losing my broadband service'.
I phoned customer service, and they confirmed that this was nonsense, and no such thing was about to happen. So this was just an attempt to scare me into upgrading to broadband, (and losing my land line). I think this is pretty underhand practice, and a blatant lie.
Has anyone else had this email?
Re: Dishonest email?
02-12-2022 4:23 PM
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@lowfam Do you still have the email - this sounds suspicious to me?
Re: Dishonest email?
02-12-2022 4:32 PM
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Yes I still have it.
Re: Dishonest email?
02-12-2022 4:36 PM
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OK, that is good. can you copy/screenshot it, and post it on here - obscure your name/username, but please try and include the header and footer, as they give some extra detail?
Re: Dishonest email?
02-12-2022 4:48 PM
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Re: Dishonest email?
02-12-2022 4:54 PM
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Thanks, @lowfam That looks kind of genuine, apart from the links, which don't quite convince me when you hover over them - don't click - and the email also doesn't have reference in the footer, which genuine ones would have. Have you checked the origin?
Re: Dishonest email?
02-12-2022 5:09 PM
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Hello,
Yes, it does seem to have genuinly come from PlusNet. I didnt so much suspect that it was a scam email, as being upset at the tactic of trying to alarm me into switching to fibre by l scaring me that I was about to be cut off. I did think it was odd that the tech support guy I spoke to claimed that "either I was the only person who had been sent it, or others have, but they didnt bother to read it, because no-one else had phoned to inquire"!
Re: Dishonest email?
02-12-2022 5:16 PM
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I'm still suspicious, sorry. No reference number in the footer 'Email Reference Ennnn' doesn't look right, and as I asked, did you actually check where it originated - you may have expand the headers to determine that?
Re: Dishonest email?
02-12-2022 5:23 PM - edited 02-12-2022 5:24 PM
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Based on the email, I suspect you’re either in a fibre priority area or what’s known as a copper stop sell area. If that’s the case then our suppliers do have a plan to turn the copper services off although I don’t know what the transition will look like or when this will be.
If you enter your landline number into the broadband availability checker here and attach a screenshot including the text below the table, that may shed some light on things. Remember to redact any personal details like your phone number from the screenshot if you post it up.
(To my eye the email looks genuine. These sort of emails aren’t sent with a reference number as they’re issued from a different system than the usual one)
Re: Dishonest email?
02-12-2022 5:28 PM
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Sorry, Not sure how to do that.
The reply address is : Plusnet <mail.jqnqachmckefvrynesn@comm.plus.net> if that helps at all.
Re: Dishonest email?
02-12-2022 5:29 PM
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Cheers @Gandalf . Must admit, after doing a bit of research, it could be genuine, but to be honest, if it is a stop-sell area, that surely means that those already on ADSL/FTTC should be able to continue using a current product?
Re: Dishonest email?
02-12-2022 5:56 PM
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@jab1 wrote:
if it is a stop-sell area, that surely means that those already on ADSL/FTTC should be able to continue using a current product?
Assuming I’m right and the email is genuine we could just be getting people ready for the inevitable in the future.
Re: Dishonest email?
02-12-2022 6:00 PM
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Re: Dishonest email?
02-12-2022 11:55 PM
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@lowfam - your line is connected to one of the early pilot exchange areas for copper line stop-sell. It has not been possible to order the service you currently have for a couple of years now.
Ergo, it is also one of the first areas in the UK that will see the traditional analogue phone service completely switched off. I've not been following the latest developments, but this was originally planned for this month I believe; I think the date has now shifted to April 2023.
In summary, the email is genuine and you should not ignore it. This might help reinforce the legitimacy.
Bob Pullen
Plusnet Product Team
If I've been helpful then please give thanks ⤵
Re: Dishonest email?
03-12-2022 11:05 AM
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@bobpullen Wow! that notice from Wiltshire council is the first I have heard of this, and no-one I have spoken to here knew anything about it either. Its also a surprise to me that the tech help guy at Plusnet didn't know anything about it either!
This change will inevitably involve an increase in cost to the customer, as we now have to pay for a landline from a third party supplier, on top of the cost of fibre from our ISP.
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