Plusnet

[Eucris]

Plusnet are up to their old tricks again.

"In March 2017, Plusnet was fined £880,000 by Ofcom for continuing to bill customers for cancelled services."



On the 5th May 2026 I received an email from Plusnet that clearly states the following:

Your final bill and Direct Debit
We'll send your final bill with all charges up to and including 11 May 2026. If you've paid too much, we'll refund the difference on this bill.
There are no early termination charges.
Please keep your Direct Debit active. We'll cancel it automatically once your final bill is settled.

Yet on the 28th May 2026 they took another £33.51 from my bank account. So I reported them to Ofcom. I then made a complaint to Plusnet. And now they have stopped talking to me (that might have something to do with the fact that I threatened to take legal action against them).

 

[Box Brownie]

Plusnet are up to their old tricks again.

"In March 2017, Plusnet was fined £880,000 by Ofcom for continuing to bill customers for cancelled services."



On the 5th May 2026 I received an email from Plusnet that clearly states the following:

Your final bill and Direct Debit
We'll send your final bill with all charges up to and including 11 May 2026. If you've paid too much, we'll refund the difference on this bill.
There are no early termination charges.
Please keep your Direct Debit active. We'll cancel it automatically once your final bill is settled.

Yet on the 28th May 2026 they took another £33.51 from my bank account. So I reported them to Ofcom. I then made a complaint to Plusnet. And now they have stopped talking to me (that might have something to do with the fact that I threatened to take legal action against them).

So, rather than (simply?) asking PN to sort it out you took the nuclear option.

FWIW and my understanding, the 'pathway' is > complain to supplier > if unsatisfactory response > Ofcom.

You may be right that once an Ofcom request has been logged 'they' don't communicate with the complainant???

PS you mentioned the 2017 instance but have there been any issues since in the public domain?

PPS I am leaving PN but I am 'out of contract' so my final billing could be a bit complicated......but I will cross that bridge when I get there.

 

[Steep]

Only thing to add is that as soon as you threatened legal action of course they stopped talking to you, no point in their view in giving you more potential ammunition.

 

[Eucris]

So, rather than (simply?) asking PN to sort it out you took the nuclear option.

FWIW and my understanding, the 'pathway' is > complain to supplier > if unsatisfactory response > Ofcom.

You may be right that once an Ofcom request has been logged 'they' don't communicate with the complainant???

PS you mentioned the 2017 instance but have there been any issues since in the public domain?

PPS I am leaving PN but I am 'out of contract' so my final billing could be a bit complicated......but I will cross that bridge when I get there.

Do you know summat, if I took your approach then Plusnet would never have activated my broadband in the first place. I signed up to Plusnet, they gave me an activation date, they sent me a router through the post. The activation day arrived and I couldn’t connect. So after several days of trying to resolve this politely over the phone and getting nowhere I sent a very forthright email to the then CEO of Plusnet. One hour after sending that email someone from Plusnet phoned me, apologised, got my broadband working, and gave me £50 compensation.

Sometimes you have to stand up and fight.

 

[Box Brownie]

Do you know summat, if I took your approach then Plusnet would never have activated my broadband in the first place. I signed up to Plusnet, they gave me an activation date, they sent me a router through the post. The activation day arrived and I couldn’t connect. So after several days of trying to resolve this politely over the phone and getting nowhere I sent a very forthright email to the then CEO of Plusnet. One hour after sending that email someone from Plusnet phoned me, apologised, got my broadband working, and gave me £50 compensation.

Sometimes you have to stand up and fight.

Nothing wrong with that i.e. escalating it as needed but your OP was the opposite ~ c'est la vie!

 

[Eucris]

So, rather than (simply?) asking PN to sort it out you took the nuclear option.

FWIW and my understanding, the 'pathway' is > complain to supplier > if unsatisfactory response > Ofcom.

You may be right that once an Ofcom request has been logged 'they' don't communicate with the complainant???

PS you mentioned the 2017 instance but have there been any issues since in the public domain?

PPS I am leaving PN but I am 'out of contract' so my final billing could be a bit complicated......but I will cross that bridge when I get there.

Submitting a complaint to Ofcom has no effect whatsoever on the response that I got from Plusnet, so it doesn’t matter when the complaint to Ofcom was submitted.

From the Ofcom website: “Although we don’t investigate individual complaints, your help in highlighting problems plays a vital part in our work and we might investigate a company if monitoring data reveals a particular problem.”

Regarding the threat of legal action against Plusnet. Plusnet have to refund the money, and I will get it back. But why should I have to dance to their tune when they are quite clearly in the wrong. So I don’t see what’s wrong with having a little bit of fun along the way.