I ran this by chatgpt which confirms that under the CRA even non-contractual bundled services must be provided with reasonable care and skill.
Plusnet over the years have done that IMHO.
However the Enix/Greenby migration is another matter.
"Under UK consumer law, even a “free” add-on service like email must still be provided with reasonable care and skill and be usable, if it forms part of what you are supplied with, even when it isn’t explicitly itemised in the contract.
Here’s how it works, using Plusnet email as the example.
1. The key law: Consumer Rights Act 2015 (CRA)
The Consumer Rights Act 2015 applies to services, not just paid-for ones.
The crucial bit
Section 49 CRA says:
Every contract to supply a service is to be treated as including a term that the trader must perform the service with reasonable care and skill.
Importantly:
This applies even if no separate charge is made
It applies even if the service is bundled or described as “free”
It applies if the service is part of the overall package or reasonably expected
So “free add-on” ≠ “no legal obligations”.
2. Does it matter that it’s not explicitly in the contract?
Not necessarily.
Under UK law, contract terms include:
Express terms (written or spoken)
Implied terms (added by law, custom, or reasonable expectation)
A service can be implied if:
It’s routinely provided with the main service
It’s advertised or referenced (even casually)
A reasonable consumer would expect it to work
Plusnet email is typically:
Provided automatically with broadband
Used as a selling/retention feature
Integrated into account management
That makes it part of the service supply, not a random gift.
3. “Usable” vs “perfect”
The law doesn’t require perfection — it requires reasonableness.
For an email service, “reasonable care and skill” would usually mean:
It basically works
It’s accessible in a standard way
Outages are not constant or excessive
Problems are addressed within a reasonable time
It’s not arbitrarily withdrawn or broken without justification
It would not usually mean:
Guaranteed uptime
Advanced features
Enterprise-grade support
But if it’s consistently broken, inaccessible, or effectively unusable, that’s where CRA issues arise.
4. “Free” does NOT remove consumer protection
UK courts and regulators are very clear on this point:
Traders cannot avoid legal duties by calling something “free”
If a service influences your decision or forms part of the package, it’s covered
This is especially true where the consumer gives something of value (e.g. entering a contract, paying for broadband)
This is the same principle used for:
“Free” antivirus with laptops
“Free” cloud storage with phones
“Free” apps tied to paid subscriptions
5. Remedies (what you could realistically expect)
If the email service is not provided with reasonable care and skill, your remedies are limited but real:
You can usually ask for:
Fixing the issue
Reasonable time to resolve
Clear communication
You are unlikely to get:
Contract termination solely over email
Large refunds (unless the email was a major selling point)
But you can:
Raise a formal complaint citing Consumer Rights Act 2015, s49
Escalate to ADR / Ombudsman Services: Communications
Use it as leverage in broader disputes (e.g. service quality, retention issues)
6. One important caveat
If the provider clearly and transparently says:
“This service is provided entirely as-is and may be withdrawn at any time”
That can limit expectations — but it still doesn’t override s49 entirely if the service continues to be offered and used.
They can withdraw it. They can’t provide it negligently while it exists.
Bottom line
✔ Yes — even a free, unlisted add-on service must be provided with reasonable care and skill under UK law
✔ “Free” does not mean “no standards”
✔ If it’s part of the package a reasonable consumer would expect, it’s covered by the Consumer Rights Act"
You can check out but you can never leave ( easily)
