Some advice for @stathe

[#1]

@stathe 

Openreach are likely NOT to have public access to any one who is vulnerable  .

But plusnet do; see https://www.plus.net/help/legal/accessibility/ look for "Support for customers with vulnerabilities"

If not registered I suggest you do.

[#2]

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@stathe wrote:

... as these are means tested I would not qualify

I asked Grok to clarify which of it's support suggestions were likely to be "means tested", it replied -

Not all of the options I listed are strictly means-tested in the way Stathe thinks. Many are needs-based or vulnerability-based, focusing on age, isolation risk, disability, or urgent need rather than just income/savings. Here's a clear breakdown:

Likely Not Strictly Means-Tested (or Low Barrier)

• AbilityNet Tech Volunteers — Free support for older/disabled people. Primarily based on age (over 65/70) and need for tech help. Savings/income usually not a barrier. Strongly recommend starting here.
• Age UK Somerset Digital Inclusion — Focuses on older people’s digital access. Often free/low-cost training, equipment loans, and advice. Not primarily savings-based; they help many pensioners regardless.
• Ofcom Vulnerable Customer Rules (Plusnet/Openreach) — Providers must offer extra support (delays, priority repairs, migration help) for elderly/vulnerable customers. This is not means-tested — it’s based on age, health, or reliance on the service. Tell Plusnet: “Treat me as a vulnerable customer.”
• Local Council Crisis / Resilience Fund (Somerset) — Short-term help for essentials (including broadband/phone). Often targeted at vulnerable households; may consider overall situation rather than rigid savings test.

More Likely Means-Tested

• Household Support Fund / Crisis & Resilience Fund — Usually checks income, benefits, and sometimes savings/capital. Having savings could disqualify, but they have discretion for urgent cases (e.g., risk of total disconnection).

What to Do Next

1. Prioritise non-means-tested routes:
   • Call AbilityNet (0800 269 545) or Age UK Somerset today.
   • Contact Plusnet and formally request vulnerable customer status due to age and risk of isolation.
2. Explain simply to Stathe:
   • “These charities and rules are there for people your age who need the phone and internet to stay safe and connected. They don’t always check savings like benefits do.”

If he has savings but limited income/pension, some discretionary help may still be possible — especially with a GP or social worker letter highlighting vulnerability.

[#3]

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@stathe wrote:

Well as these are means tested I would not qualifyI have to pay my care  person

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@stathe 

Maybe you already know this; If you need a care person to help you, you may well qualify for Attendance Allowance which is not means tested.

[#4]

Knowl about attendance  allowance

[#5]

@stathe  - so what steps are you taking tomorrow to start your journey to better broadband ?

[#6]

Have a  computer man comeing   on WED   P.M  so will see

[#7]

Dont   want to  discuss my finances here  yes i know about  attendance  allowancre

[#8]

I am registered  but  what does it   mean

[#9]

I had hoped for help from  PLUSNet  as vulnerable   appreciate  your  help  are you working for them or someone else ?

[#10]

Afraid don't  understandf assumed we would be looked after

[#11]

Let's take a step back here.

I do not believe @stathe will be suddenly or aggressively cut off without a plan, but it is true that some action needs to be taken soon. Under strict industry safety guidelines overseen by Ofcom, telecoms providers are banned from disconnecting vulnerable or elderly customers during the switchover.

I'm sure Plusnet will be in touch at some point to ensure that a solution is found.

[#12]

THank you for your  optimism'  I hope so as find it  all   very  upsetting   

[#13]

Thank you but a bit of a worry

[#14]

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@mike600 wrote:

I'm sure Plusnet will be in touch at some point to ensure that a solution is found.

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@mike600  while a reasonable person would hope that is true, can you suggest ANY hypothetical solution that Plusnet might provide in this circumstance ?

Plusnet can ONLY provide solutions available from the BT / EE / Openreach group

Openreach don't have plans for FTTP or FTTC in @stathe's area in the next 12 months

Openreach are retiring the PSTN telephone system in January 2027 - so @stathe will be left without a phone

Moving @stathe to EE for broadband and/or phone is a non-starter as EE don't support ADSL or mobile coverage in that postcode.

When the phone service is removed from ADSL. the line becomes SOADSL which Plusnet don't supply - so @stathe will lose his broadband

If @stathe moved to BT who do support SOADSL,  the connection is already so slow that broadband is barely usable, and doesn't have sufficient bandwidth to support a 'digital voice' phone,  so again this is a non-starter.

@stathe's email is still with Plusnet.  When the phone service is removed, @stathe will instantly lose his Plusnet broadband, his account will close, and access to his emails will cease.

@stathe  has been pleading for Plusnet to help fix his existing broadband speeds for YEARS, and Plusnet support have literally done nothing, they won't even run a simple line test for him, despite there being proof on this forum that his line should run about three times faster than it currently does.

If Plusnet are now this USELESS that they won't help a vulnerable customer with a simple broadband line fault,  what chance has @stathe  got of Plusnet providing him with alternative broadband and phone provision ?

If Plusnet had ANY intention of helping @stathe , then why haven't they done so already. They are aware of his circumstances.

I think @stathe's only hope is for us forum members to come up with a viable upgrade path using alternative service providers.

I hope with me starting this topic that I've helped with preventing @stathe being cut off, I don't know what else I can do.

[#15]

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@stathe wrote:

Have a  computer man comeing   on WED   P.M  so will see

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Hey @stathe 

Can I suggest that you email your 'computer man' today, and provide a link to this forum topic, so he can be aware in advance of the problems that we are trying to help you with, explained in technical terms that he will understand.

Use this link - https://community.plus.net/t5/Broadband/Some-advice-for-stathe/m-p/2051133#M376246