topic Re: Disabled Pensioner: URGENT Assistance Required with Fixed-Term Contract Renewal via Email in My Account/Billing

Disabled Pensioner: URGENT Assistance Required with Fixed-Term Contract Renewal via Email

twopillars — Sun, 24 May 2026 20:49:09 GMT

Hello,

My fixed-term Full Fibre 300 contract is coming to an end on 12th June 2026. I am a 71-year-old disabled pensioner and a loyal customer who has always paid my bills in full and on time.

I have received an automated notice stating my monthly bill will jump by 64% to an out-of-contract variable rate of £56.38. I have also seen a renewal offer in my Member Centre for £26.99. However, I am fully aware that Plusnet’s current standard market acquisition rate for new customers on the exact same Full Fibre 300 package is £24.99 per month.

I have a comprehensive and reasonable written counter-proposal ready to submit to the renewals team. However, I am currently facing severe mobile network isolation and communication difficulties at my home address, meaning I cannot resolve this over the phone. I cannot reply to your "noreply" emails, and I cannot find a dedicated email address to send my formal counter-proposal to.

Could a member of the Plusnet Team please contact me directly via a secure Private Message (PM) here on the community forum or via email so I can submit my account details and my formal renewal counter-proposal safely?

Thank you for your assistance.

Re: Disabled Pensioner: URGENT Assistance Required with Fixed-Term Contract Renewal via Email

Baldrick1 — Sun, 24 May 2026 22:05:53 GMT

Moderator's note:
Thread moved from Broadband to My Account/Billing

Re: Disabled Pensioner: URGENT Assistance Required with Fixed-Term Contract Renewal via Email

Baldrick1 — Mon, 25 May 2026 06:44:49 GMT

@twopillars wrote:

I have also seen a renewal offer in my Member Centre for £26.99. However, I am fully aware that Plusnet’s current standard market acquisition rate for new customers on the exact same Full Fibre 300 package is £24.99 per month..

Is it the reward card offered to new customers that you seek? Either way, your best bet is to get a friend to ring in for you and register as vulnerable. As long as you sit with them and confirm that you want to proceed with any better deal they might or might not succeed in negitiating, then that will do the trick.

Re: Disabled Pensioner: URGENT Assistance Required with Fixed-Term Contract Renewal via Email

Dan_the_Van — Mon, 25 May 2026 07:23:37 GMT

@twopillars

Are you registered with plunet as being disabled.

More information here https://www.plus.net/help/legal/accessibility/

Re: Disabled Pensioner: URGENT Assistance Required with Fixed-Term Contract Renewal via Email

twopillars — Mon, 25 May 2026 12:04:05 GMT

(The account holder) Physical impairment Registered chronically sick and disabled

Re: Disabled Pensioner: URGENT Assistance Required with Fixed-Term Contract Renewal via Email

twopillars — Mon, 25 May 2026 12:08:29 GMT

Registered as vulnerable.

No friend to call.

I have been clear in my request please read my initial post.

Re: Disabled Pensioner: URGENT Assistance Required with Fixed-Term Contract Renewal via Email

twopillars — Mon, 25 May 2026 12:10:13 GMT

Thank you for your assistance.

Re: Disabled Pensioner: URGENT Assistance Required with Fixed-Term Contract Renewal via Email

jab1 — Mon, 25 May 2026 12:32:05 GMT

@Leanne_T (or one of her team) - can you assist here?

Re: Disabled Pensioner: URGENT Assistance Required with Fixed-Term Contract Renewal via Email

Christopher_G — Mon, 25 May 2026 12:37:19 GMT

Hi @twopillars

Welcome to the community.

I've sent you a private message to give you some advice around this. Please take a look at your community inbox.

Thanks

Chris

Re: Disabled Pensioner: URGENT Assistance Required with Fixed-Term Contract Renewal via Email

twopillars — Mon, 25 May 2026 15:00:59 GMT

I have been trying several time contact by " Here for you help page "

the page has 3 options and any of them work for me.

still waiting an staff member contact me and meet my petition

Re: Disabled Pensioner: URGENT Assistance Required with Fixed-Term Contract Renewal via Email

twopillars — Mon, 25 May 2026 15:07:32 GMT

I am currently facing severe mobile network isolation and communication difficulties at my home address, meaning I cannot resolve this over the phone. I cannot reply to your "noreply" emails, and I cannot find a dedicated email address to send my formal counter-proposal to.

PLEASE DO NOT suggest contact using Plusnet website contact. Dosent work.

Thank you for your assistance.

Re: Disabled Pensioner: URGENT Assistance Required with Fixed-Term Contract Renewal via Email

RealAleMadrid — Mon, 25 May 2026 15:15:18 GMT

@twopillars Do you realise that @Christopher_G has sent you a private message? Click on the "your community inbox" link in msg#9 above to see it.

Re: Disabled Pensioner: URGENT Assistance Required with Fixed-Term Contract Renewal via Email

twopillars — Mon, 25 May 2026 15:46:20 GMT

Christopher, I received your private message and I replied to you. Your suggestion dosent work, please dont reirerate. Thanks

Re: Disabled Pensioner: URGENT Assistance Required with Fixed-Term Contract Renewal via Email

twopillars — Mon, 25 May 2026 15:48:44 GMT

I have tried navigating the main Plusnet website, but the system is blocking me from opening a standard written ticket,

and your notifications come from a "noreply" email address.

Could a member of the Plusnet Staff on this forum please send me a direct link or open an internal ticket on my profile to generate a Question Number / Ticket ID?

I need a secure, operational text-based channel so I can safely provide my account details and settle my contract renewal via email. I cannot send and receive phone calls/messages because issue with O2 network signal

Thank you for your urgent assistance.

Re: Disabled Pensioner: URGENT Assistance Required with Fixed-Term Contract Renewal via Email

jab1 — Mon, 25 May 2026 16:12:21 GMT

If you have replied to @Christopher_G 's message, @twopillars , he or one of his colleagues will get back to you via the same means. Note this not an 'instant reply' channel.

Re: Disabled Pensioner: URGENT Assistance Required with Fixed-Term Contract Renewal via Email

RealAleMadrid — Mon, 25 May 2026 16:13:12 GMT

@twopillars I've seen your PM but as you don't say what was suggested by @Christopher_G I can't offer any help with that.

Customers have not be able to raise support tickets for years. Only staff can create them.

As far as I know the only way to directly contact plusnet online is via the following link ....

https://www.plus.net/help/legal/complaints-code-of-practice/

Re: Disabled Pensioner: URGENT Assistance Required with Fixed-Term Contract Renewal via Email

twopillars — Mon, 25 May 2026 16:25:04 GMT

RealAleMadrid

Please stop to reiterate the same again and again

instead read my previous post. Thanks in advance

Re: Disabled Pensioner: URGENT Assistance Required with Fixed-Term Contract Renewal via Email

RealAleMadrid — Mon, 25 May 2026 17:20:15 GMT

@twopillars I do not understand what I have reiterated, I am just a plusnet customer trying to assist you. I have read your last post. you cannot raise a ticket yourself, a staff member has to do that. Why not try the complaints route that I suggested. I think it is very unlikely that Plusnet will agree to your own specific contract terms, whatever they might be.

Re: Disabled Pensioner: URGENT Assistance Required with Fixed-Term Contract Renewal via Email

twopillars — Tue, 26 May 2026 13:39:30 GMT

RealAleMadrid Thanks for your kindly help! I used the complain procedure yesterday after your advice, obtained a ticket and today all has been sorted. Sorry if I have been rude. Kind regards! have a nice day