Long-term senior customer — unfair charges, no empathy, no accountability
I have been with Plusnet for almost twenty years and expected at least a little respect and clarity from a company that once called itself friendly and straightforward.
When my contract ended in July 2025, Plusnet sent a single email titled “Your services” — an utterly meaningless heading that gave no hint of its importance. I rely on help with digital correspondence because of health issues and didn’t notice that message for several months. During that time Plusnet quietly increased my bill from £26.40 to £62.34 a month, without any clear or accessible reminder that my fixed-term contract had expired.
When I discovered this, I contacted them immediately. The responses were cold, formulaic, and dismissive: “we followed Ofcom rules,” “our process was correct,” “we owe you nothing.” No consideration at all for a loyal, senior customer with special needs who has stayed with them for nineteen years.
They have since charged me £62 again, even while I am in the middle of switching providers — proof that their system has no compassion or sense of fairness. Their so-called Executive Complaints Team offered a token £35 “gesture” while insisting they had done nothing wrong.
Plusnet’s behaviour has left me deeply disappointed. The broadband itself was average, but their treatment of a long-term, vulnerable customer has been disgraceful. I am now preparing a detailed letter to Which? Magazine, of which I am a subscriber, asking how they can possibly justify keeping Plusnet ranked #2 in their broadband charts for the second year running when this is the way they treat the people who trusted them the most.
I hope my experience helps others to think twice before staying silent or accepting unjustified price hikes disguised under meaningless emails.