topic Re: Getting really frustrated. in My Account/Billing

Getting really frustrated.

HitcherAJC — Sat, 28 Jun 2025 15:55:17 GMT

I've been through enough stress with getting my line connected taking 3 months at the start of the year.

Today at 2pm I received an email stating that I was leaving Plusnet and would be charged £300.

To be clear as I have said on the phone earlier, there are TWO lines in my property, fibre and copper. Mine is the fibre, someone else uses the copper connection with Sky. They've taken out a new contract with sky, my line should not be affected.

I explained this and they'd stated that the sky line wanted to take over the plus net line so they said they'd cancel the sky line. I spoke to the owner of the copper line and they understood and phoned sky again, Sky agreed to install a Second fibre line.

I've just received ANOTHER email stating that I'm leaving Plusnet and being billed.

Please sort this out ASAP.

My Plusnet line needs to stay active and my account remains open.

Re: Getting really frustrated.

MisterW — Sat, 28 Jun 2025 16:18:15 GMT

Sounds like SKY have tried to take over the line again. It's Sky you need to be talking to. I had a similar problem with Vodafone, despite being told they needed to install a new line, they tried 3 times to take over an existing one. Eventually I gave up with them and got another ISP to install a new line

Re: Getting really frustrated.

krusty — Sun, 29 Jun 2025 08:33:53 GMT

As MisterW said, its sky's issue to resolve this. Your house member needs to phone them up and get sky to sort this.

Re: Getting really frustrated.

HitcherAJC — Sun, 29 Jun 2025 16:20:00 GMT

They've cancelled Sky now, can a member of staff here please check and make sure my line is not being disconnected? I don't want to have to sit on the phone for another half hour

Re: Getting really frustrated.

dvorak — Sun, 29 Jun 2025 17:30:58 GMT

Moderators Note

This topic has been moved from Full Fibre to My Account / Billing

Re: Getting really frustrated.

LexLex2020 — Mon, 30 Jun 2025 09:09:34 GMT

@HitcherAJC

Hi,

Just checked for you, can't see any take over orders or cease orders on the line currently.

Hopefully, they won't try it again, let us know if you get any emails about you leaving and we can take another look for you.

Thanks, Lex

Re: Getting really frustrated.

HitcherAJC — Mon, 30 Jun 2025 20:31:35 GMT

Really appreciate you looking, thank you