topic Re: Late payment in My Account/Billing

Late payment

Majobo — Sat, 06 Jun 2026 12:16:37 GMT

Just received an email from plusnet saying they tried to take payment for latest bill today - Saturday 6th June and its failed, so now on restricted service..
There's money in the account, everything is normal, the bank says payments won't be made on weekends or bank holidays, but will go out on next working day - Monday 8th.
Plusnet must realise this, yet have chosen to adopt this approach. The phone line is for my 84 year old mother and her fall alarm and emergency contact alarm runs through this phone line.
Earlier this year, she lost her phone line for a month, due to cable theft in her area. Plusnet did nothing, no help etc, yet still took full payment. And here we are, bank payment not going through - as its a weekend - and we've had a snotty email & put on restricted service ( which I've now removed). How was a vulnerable 84 year old supposed to deal with this ?
Contract up for renewal in July, will definitely move on, Plusnets customer service has fallen from what it used to be.

Re: Late payment

Christopher_G — Sat, 06 Jun 2026 13:40:19 GMT

Hi @Majobo

Welcome to the community.

I'm really sorry to hear of these experiences that you and your mother have had. I'm glad to hear that you've managed to get the service re-activated. If you want to make a complaint, you can find the ways to do so here on our Contact us page. That way, a dedicated team can make sure that the account is flagged with a vulnerable marker, look into both of these experiences and discuss them with you further.

Chris

Re: Late payment

markhawkin — Sun, 07 Jun 2026 08:56:43 GMT

@Majobo

On the assumption that the phone line is used you need a plan for July as the "traditional" phone service won't be available.