PlusNet is in breach of contract and trading standards by moving us to an email provider that ch

[#1]

@PowerLee Why? As stated, there is missing information here - those responding are only doing so on the information provided, not speculating.

[#2]

@jab1
Fine, you want to know absolutely everything that's going on.

I am waiting for potential cancer diagnosis from the NHS. I've had little to no support from them and have ended up having to do the medical research behind my polycythemia because the NHS keeps diagnosing it as being related to my testosterone replacement therapy. They lowered my dosage of that and it resulted in insulin resistance that got misdiagnosed by them as diabetes. I had to prove them wrong, which I did. My GP states that I know more about this than he does now. I've been trying to identify the cause of the polycythemia and got the GP to run bloods for growth hormone. Levels were below detectable range. This might be the underlying cause of the polycythemia or it could be polycythemia Vera which is an incurable form of cancer. If it is the growth hormone then it could the result of a tumor, which again, could be cancer.
I went through all this with my mum at 13 when she died of cancer. That went on for a few years of her being misdiagnosed and eventually treated only for it to have spread.
Right now I don't know if I can keep going or even want to keep going. I've had little to no support and it's just taking it out of me.
Then all the stuff happened with PlusNet and when it reached a deadlock state, them deciding to suddenly end the complaint stating in their favour and then not responding to me pushed me over the edge and I ended up being abusive towards them after days of them not responding. I had requested the deadlock letter before this and they just ignored me.
So do with this what you will. There's still an ongoing complaint against plusnet and it's with the ombudsman, the data protection officer (ICO is aware of the situation), and also Ofcom

[#3]

@taedian1 Sorry about your medical issues, seriously.

However, those of us who have responded on here were not aware of them - the only information we were seeking was related to your 'dispute' with Plusnet.

[#4]

Maybe we could ask a very senior member of staff to contact @taedian1 directly to try and assist.

[#5]

@jab1
And I have told you everything and it's not enough for you.
1) spotted a direct debit coming out early on the 31st October.
2) opened up email to check billing email and then spot an email stating about the transfer to Greenby.
3) started looking up what was happening and was dissatisfied that a free service which is part of the broadband package was now going to be charged for.
4) started the complaints procedure with PlusNet.
5) customer service agent treated complaint as "feedback"
6) I reiterated it was a complaint.
7) after back and forth, the customer service agent declared the matter deadlocked. 10/11/2025
I go in to check the ticket status on 13/11/2025 to find that the complaint had been closed (ticket still open) and PlusNet had found in their favour even though the customer service agent stated the complaint was deadlocked.
9) i respond to say I want the deadlock letter. No response from PlusNet
10) I message again.... no response
11) I start looking into the direct debits PlusNet took and find that they've been taking early payments for at least the last 3 years on the same months each year with one exception for contact renewal. I also find the message about the previous databreach at PlusNet on here.
12) I further follow up with PlusNet with the direct debit stuff and data breach stuff as I had not been notified. No response.
13) i then got abusive in my next message and they finally responded.
14) a back and forth went on and the matter got transferred to someone else.
15) further back and forth with this new customer service person that stated the complaint had been closed because I hadn't responded in 6 days. I pointed out that it had only been 3 days since their message about the deadlock.
16) I open a case with the ombudsman about the matter and start gathering evidence.
17) further heated discussion occurred. I made the DSAR request and then the customer service agent closed my account, preventing me from accessing the remaining data for the ombudsman.
18) call to customer services going over all this and the person i spoke to told me that the account had been "shredded" and that she would need to put a ticket in with another team so I could regain access for the information and would be contacted.
19) 20/11/2025 plus net site is down all day and as I try to get access to the PlusNet complaints procedure information. I go to speak to the ICO and explain to them what's going on. They give me the data protection officer details for PlusNet and I email them. I also end up sending a message to Ofcom over this matter.
20) that evening I try calling customer services again, go through all the stuff again, and he's stating that I do have access to my account and the data is not shredded. I have checked and I cannot access my account still for the information I need for the ombudsman. He also said that the DSAR request had never been put through. The customer service representative lied about the account access.

I came on here to get support after the customer service person closed the complaint. I've not had that here. No one from PlusNet can be bothered. PlusNet used to care but now they are BT in all but name.
I'm sorry if the information isn't enough for you or maybe you can't believe that PlusNet treats it's customers (now former) this way, but they do and have.

[#6]

For the record:
"A broadband company cannot unilaterally close a deadlocked complaint after only three days in the UK. Under rules set by the regulator Ofcom, a provider has a minimum of eight weeks (which will become six weeks from April 2026) to resolve a complaint through its own internal procedures before the customer can take it to an independent Alternative Dispute Resolution (ADR) scheme. "
This implies PlusNet breached Ofcom rules in the handling of the complaint.

[#7]

Hi @taedian1. 

I have sent you a private message to gather some details.

Please check your community inbox when you have a moment.

Katie

[#8]

I now have the evidence that PlusNet unilaterally closed the complaint 3 days after it reached the deadlock state. Breaching the ofcom rules for an unresolved complaint, therefore breaching the contract. I have their statement to that effect that they closed the complaint. This predates any action where plusnet state that I am in breach of contract.