topic Re: Bungled upgrade, but cannot converse with anybody about £ in My Account/Billing

Bungled upgrade, but cannot converse with anybody about £

PeterPink — Sun, 03 May 2026 13:20:26 GMT

I recently applied online to go full fibre after pushy phone calls from PlusNet.

Without ANY notification or warning, my years-old contracted service was STOPPED. It just happened one morning!

It took hours of telephone calls and many days of waiting before I was eventually told (1) that it couldn't be re-established and that (2) I would be issued a mini-hub solution to tide me over until new system installation (this has happened at last).

Has this AWFUL situation happened to others?
If so, did Plusnet (now EE, or is it VirginMedia - or what ????) make moves to compensate for loss of service, time, and anxiety?

Re: Bungled upgrade, but cannot converse with anybody about £

Katie_B — Mon, 04 May 2026 15:35:00 GMT

Hi @PeterPink.

Thanks for coming here.

I am sorry to hear about your recent experience.

Should you wish to open a complaint and discuss compensation I would recommend getting in touch with our customer care team.

Katie

Re: Bungled upgrade, but cannot converse with anybody about £

PeterPink — Mon, 04 May 2026 19:03:28 GMT

Thanks - but sadly that seems close to impossible 😃
No way of doing it online, and I have spent HOURS already from my mobile (lost my landline thanks to PlusNet)

Re: Bungled upgrade, but cannot converse with anybody about £

njay — Mon, 04 May 2026 19:18:09 GMT

There is make a complaint option which once clicked on has a further option of I'd like to make a complaint which then gives 3 options, phone, raise a ticket (with link) and write to them.

Re: Bungled upgrade, but cannot converse with anybody about £

Penny — Mon, 04 May 2026 20:49:10 GMT

@PeterPink wrote:

No way of doing it online, and I have spent HOURS already from my mobile (lost my landline thanks to PlusNet)

@njay wrote:
There is make a complaint option which ... gives 3 options, phone, raise a ticket (with link) and write to them.

@PeterPink The Complaints Code of Practice page is https://www.plus.net/help/legal/complaints-code-of-practice/ .

Once you're logged into the portal (usual username and password) you should be able to reach this page: https://www.plus.net/member-centre/complaint-form

Incidentally if it's less than 30 days since you lost your landline, it should be possible for the number to be retrieved by a firm like https://www.aa.net.uk/voice-and-mobile/voip-information/ .

As far as I understand it, the set-up cost for VOIP is £12 plus ongoing cost of £1.50 plus VAT per month for a single number, and there are various options shown on that page for dealing with incoming calls (eg forwarding to a mobile charged at 4p/minute).

From what I've read on the forums here, most people use VOIP for incoming rather than outgoing calls, but (a) it means your previous landline-number remains current (so people can contact you) and (b) it means you don't need to notify all the people who usually call the landline-number, straight away. As far as I understand it, you wouldn't need to buy a new handset or an adaptor if you're happy to use their forward-to-a-mobile service and pay for the redirected calls

Others here have far more expertise on such things (and will fill in any gaps in what I've said), but I thought I should mention the VOIP facility in case by any chance you're still within the 30-day retrieval window.