Problems switching providers

pennywalker13

I have been left without internet or landline after trying to change from Plusnet to Shell Energy. Both companies blame the other. I received emails from Plusnet thanking me for deciding to remain with them when this was not the case, Shell was unable to sort out the problem so I rang Plusnet to ask them to release me as I wanted to join Shell. They then cancelled my internet and landline. I have a vulnerable disabled son and it is a covid pandemic, really a disasterous time to be without internet, which we rely on. I am bemused as to why this has happened. Apparently 'the system' found a fault with my landline and it was neither Plusnet nor Shell's problem. Plusnet were less than sympathetic at my plight, having caused it. I am putting in a complaint to Plusnet about being left without internet when I have a vulnerable adult in the household but I felt moreover I would have been treated differently if I was a man. Hoping to save other people going through the same!

JJ_Egan

Did PN know you have a vulnerable adult ??

Fault with line is an Open Reach fix as they supply the line .

Farway

JJ_Egan said:

Did PN know you have a vulnerable adult ??

Fault with line is an Open Reach fix as they supply the line .

As bold, is your household registered as vulnerable with other suppliers such as  Gas / Electric / water?

If not then I suggest you do so ASAP so they are aware

pennywalker13

They do know now! Thanks for comments and advice, I will make sure I get onto the other utilities