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Can't change calling plan

Posts: 1
Registered: ‎26-01-2022

Can't change calling plan


When I click on Phone after login there's (sometimes) a very brief message about how a phone service is processing before being taken to phone control panel. When I click on change plan there it just goes to contact page...

I talked to somebody on the phone about this a week or so ago but doesn't look like anything has been done. The situation is difficult as the line is being used by a lady who's just lost her husband and she needs to be able to use the phone without restrictions/thresholds asap.

Phone plan needs changing to UK Unlimited. It looks like others have had the same problem and they've been helped but if can't be fixed then please let me know so I can switch to another provider.  (No, we don't want a Pnet broadband package also as in a rural, isolated area where only specialist systems work.)


Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 2,319
Fixes: 113
Registered: ‎01-12-2020

Re: Can't change calling plan

Hey @crsflps

Thanks a lot for getting in touch and I'm really sorry to hear about the issues you're having with this account at the moment. With the account being on an old legacy product, we're actually unable to make any changes on it. Sad

I'd suggest getting in touch with our Customer Options Team on 0800 013 2632 to discuss a new account, though we no longer offer phone only accounts, but would have to create a Home Phone and Broadband one. I also want to point you to our Additional Support Form, which can be found on the Member Centre, please fill this in, in order for us to then request alternate bill formats - this is off the back of a note that I've seen on the account this morning. Smiley

 Plusnet Help Team - Leeds
Posts: 11,779
Thanks: 5,235
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Registered: ‎30-06-2016

Re: Can't change calling plan


If you look at the price of the ADSL broadband and phone package you will notice that the broadband element is effectively thrown in for free.

Just because it is available there's no obligation to use it.

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Posts: 23,209
Thanks: 9,725
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Registered: ‎22-08-2007

Re: Can't change calling plan

If you really do not want a broadband service, BT Essentials might be suitable if the subscriber qualifies on the stipulated means tested social benefits grounds.

Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.