E-mail Only Account: Unable to change Home Address / "change in progress"

[#1]

Hello,

I was a PlusNet customer back in the days of dial-up, and ever since I have been using my PlusNet e-mail address with several mailboxes for the family. I have no Broadband, TV or Phone services with PlusNet. However, I do use PlusNet Mobile, but that is completely separate in terms of account management (as far as I know).

I usually have no reason to log in to My Account, but today I logged in for e-mail/mailbox managment purposes, and realised that my old home address is still showing, where I used to live around 9 years ago. I am unable to change it because it says a change is already in progress - it's possible that I requested it many years ago and it never went through.

What can I do?

I'm stuck it seems. While it may not matter, I'd still prefer to have it corrected if possible. Normally this address would relate to broadband services etc. so I realise it's not just a 'simple' change.

Screenshot of the account details page. I was able to update my home phone and mobile phone number without issue:

If I click the "Moving home?" link, it takes me to a page that says:

Important update about Plusnet Business

We're making some changes to the packages and services we'll be offering in the future, and within the next 12 months we will be closing our business broadband services. Don't worry, your service will continue as normal for the time being but we recommend you contact us to discuss your options as soon as possible - as part of the BT Group we can provide alternative services that meet the present and future needs of your business.

To find out more or to talk to us about your options, give us a call on 0800 389 7854 or click here for more information.

My account was never a business account, so I have no idea why I see this message. The link is also of no use.

Unsurprisingly, most of the other areas throw up some anomalies too. My balance in the billing section is £NaN (not a number) and the "Offers" section gives an error, as I can't upgrade what I don't have.

Any help appreciated, thanks 🙂

Martyn

[#2]

Given that you have no associated services and there is no billing for your email service ... does it really matter?

The "cannot make changes" issue is all too well known and it relates to changes raised having not completed properly.  That needs a staffer to poke - if an account such as yours can still be poked!

[#3 · Accepted solution]

In this case, the "change already in progress" banner can't be removed as it's a side effect of e-mail only accounts. Significant changes can't be made as there's no other product we can change it to.

Either way, addresses can't be updated online via the website for either e-mail only accounts or broadband accounts. The only time you can update an address online is if you have a mobile account.

Unless someone from the Social/Support team's able to pick this up for you, I'd suggest giving us a call on 0800 432 0200 so we can update your address for you in our systems from our side.

[#4]

Thanks both for the replies.

Of course, it isn't important at all, but it bugs me when things are incorrect or broken and I like to correct them or raise awareness as a chance to improve things for all. Plus, there's always a small chance it will cause some trouble further down the line, such as if I did open a PN broadband service and then found it clashed and couldn't be merged with my old account, or some such thing. I have done enough years of tech support to know that ignoring things often leads to consequences 😁

[#5]

In the case of Plusnet, accounts are never reopened if a customer returns. A dead account is forever dead.

[#6]

No problem @MartynF, the error showing in your email only account won’t stop you from opening a broadband account as it would be 100% separate. It’s definitely a good idea to give us a call to update your address though just in case we ever send you anything by post.