topic Re: Is there support for people like me >? in My Account/Billing

Is there support for people like me >?

glitterball — Tue, 10 Mar 2026 19:46:11 GMT

Hi everyone,

I’m hoping someone can offer some advice. I’m a single parent to three children and I’ve recently lost my job, so I’ve had to apply for Universal Credit. I didn’t realise just how much we rely on having an internet connection — from making the UC claim itself to supporting my children, especially my two youngest who have learning and disability needs. They rely on internet‑connected alarms for safety (for example, if they fall), so the broadband is essentially a lifeline for their medical equipment. I didn’t understand how serious it would be if the connection stopped working.

Last month I called to explain that I would pay the bill once my Universal Credit came through, but I’ve now found out the first payment can take 6–7 weeks. On top of that, the amount they pay is very low, and the outstanding broadband bill would take around 35% of my UC payment.

Is there any kind of emergency or basic broadband package that keeps the connection on for people in situations like mine? Something affordable that at least covers the essentials? I can’t call customer services because my phone won’t let the number connect, but I do have a small amount of mobile data — that’s how I’m able to write this.

I’m really hoping there’s some help out there.

Re: Is there support for people like me >?

mystreet1 — Tue, 10 Mar 2026 20:12:03 GMT

Unfortunately, your only option is to call customer services. Explain your situation and ask if they do a social tarrif. If not,ask if you can be switched to one provided by BT.

Have a read here.

https://www.uswitch.com/broadband/guides/broadband-deals-for-low-income-families/

Re: Is there support for people like me >?

glitterball — Tue, 10 Mar 2026 20:17:34 GMT

Can someone call me as i can't call them? does anyone from Plusnet actually reach out?

Re: Is there support for people like me >?

jab1 — Tue, 10 Mar 2026 20:18:19 GMT

@mystreet1 PN do not do a social tariff.

Re: Is there support for people like me >?

jab1 — Tue, 10 Mar 2026 20:27:47 GMT

@glitterball I'll tag one of the Help Team - hopefully they will pick up in the morning.

@Leanne_T ?

Re: Is there support for people like me >?

glitterball — Tue, 10 Mar 2026 20:26:14 GMT

Many Thanks!

Re: Is there support for people like me >?

Christopher_G — Wed, 11 Mar 2026 08:23:01 GMT

Hi @glitterball

Welcome to the community.

I'm really sorry to hear of your current situation. I'm going to send you a private message to see if there's anything we can do to help you.

Please take a look at your community inbox and get back to me.

Thank you,

Chris

Re: Is there support for people like me >?

glitterball — Sun, 22 Mar 2026 16:56:35 GMT

I just thought id give a rather disaponting updated from the caring people of plusnet.

Short answer was there is nothing they can/want to do other than let me leave, which fine but they are not willing to give me time to arrange a switch to a social broadband tarrif.

I am hoping the admin can see my issue and ask someone from Plusnet can understand and give me time, all my services are going to be turned off in the next 24 hours. My child's health monitor requires a 24/7 connection to the NHS systems.