Fibre upgrade cancelled but still getting emails

[#1]

My husband ordered a fibre upgrade at the end of our contract but when we realised we'd lose the landline we cancelled and agreed a new contract on the same basis as our last one. That was a couple of weeks ago and we're now visiting family abroad. However we're still getting emails about an engineer visit the day after we return, welcome to EE etc so it looks like the change to fibre has not been cancelled. I don't want to spend a fortune on my mobile ringing from abroad, there's no chat available and I don't use X. How can I get in touch to make sure it's been cancelled?

[#2 · Accepted solution]

A warm welcome to the forums.

Sadly this is not the first time we have seen the apparent continuance of a backed out order.

How did you order from EE - direct or via Plusnet (service transfer)?  If it was direct with EE then you need to cancel via EE.

With a service transfer to EE, that should keep your landline NUMBER which will be delivered as a Digital Voice service if that is what you asked for.

What you will lose (if you have it) is your Plusnet email service.

If staying as you are is what you want, I suggest that the cost of phoning from abroad will be small compared to the potential costs and issues of ending up with a service you do not want ... and the potential side consequences.

This space is not well served by staff these days ... but today @SammyM is doing a sterling job of mopping up queries ... hopefully she might see this tag.

You might find more information from tickets on your account (which you can respond to) - log in to the user portal and then click the PN Ticket button below.  HOWEVER, I personally I would not leave this to an asynchronous communication channel, I would use the telephone.

[#3]

Hi Townman thanks for your reply. The transfer was direct from Plusnet, in response to an increased monthly charge as we missed the 'end of contract' email. My husband rang Plusnet who offered the fibre upgrade as the only option and didn't explain that we would lose the landline. He thought it was just an upgrade. I then rang Plusnet on the "Thinking of leaving" option and negotiated a 2 year contract keeping everything as it is, thereby cancelling the upgrade. All confirmed via Customer Service but still the engineer appointment hasn't been cancelled. I'll take your advice and invest a phone call to get it sorted. Staggered to find call and X are the only contact options! You'd almost think they don't want a paper trail...

[#4]

Finally sorted (I hope) after 4 phone calls, 3 to Plusnet who kept saying it was fixed but then sent us a "sorry you are leaving" email, and a further call to EE. Still half expecting an engineer to turn up on the doorstep next week. Plusnet used to be good for customer service; what happened? So glad I took Townman's advice and called them, although I anticipate a big bill when I get back to UK. Grateful to the Forum, without whom I would not have known it was possible to extend our existing contract without switching, and to Townman for recommending a phonecall to sort it out even though we're abroad. Good advice.

Moderator's note by Mike (Mav): The fix has been changed to @Townman as per message #2.