Contract expired

[#1]

Hi , unfortunately i am unable to access live chat or call. I have just been made aware from a family member who is my career due to my disabilities (Epilepsy , PTSD & partial blinded as only see fully from one eye) that my contract expired well over 1 year ago 29/4/24 and I should have been getting my broadband for a lot cheaper and I have been paying over £45 per month despite my contract ending after being a customer for so long.

Are you able to resolve this as I have no internet access I need broadband to keep in touch with family due to epileptic fits/Seizures. Is there anyway I can get access to Live chat.

Thanks

[#2]

@Leanne_T  - one for your team?

[#3]

I’m not entirely sure who to contact regarding this issue.

[#4]

@Carzo67 I have flagged this to the support team, above. Wait until they pick it up.

[#5]

Thanks for the help and Guidance , just unsure how to go about this. It was an 18 month contract which ran from September 2022 and ended in February 2024. As I stated above I was unaware this contract had expired and since then I have been paying more than what I thought for my broadband package.

Again that is for the help.

[#6]

@Carzo67 As you obviously need help, it would be wise to wait for a response from the Help Team - they will be the only ones able to assist.

Just FYI, there is no 'live chat' - they will most likely contact you via Private Message on here.

[#7]

Ok appreciate the help thanks Again.

[#8]

@Carzo67 

You say you have no internet access - has it been cut off or is it a fault?

I would doubt the former so long as your bills are being paid.

Are you registered with PN as a "vulnerable" person? If not you can do so through your Members portal.

Brian

[#9]

Good afternoon @Carzo67. 

Welcome to the community. 

I have sent you over a private message for some details. 

Speak soon, 

Katie

[#10]

I have followed up with an email regarding this but unsure what account number means or how to locate this.

Thanks @Katie_B

[#11]

A private message sorry

[#12]

Thanks @Carzo67. 

I've got that. 

Katie

[#13]

I’ve still not had anyone from Plusnet reaching out and contacting me @Katie_B

[#14]

Hi @Carzo67. 

I can confirm this has been passed over to the right team. 

They will be in touch as soon as possible. 

Katie