PlusNet - Slammed my service and refusing to compensate

csrivats999 Posts: 112 Forumite
First Anniversary Combo Breaker
edited 13 December 2022 at 5:40PM in Broadband & internet access
Apologies for the lengthy post but the gist of the matter is as follows:

I signed up online with Plusnet in Oct for their full broaband service. The installation was arranged for 23th of Nov.
However a week later, i decided to stay back with my current ISP and signed up to their Full fibre broad band service (which was due to be activated in Dec) so rang up Plusnet to cancel. They cancelled and i even received an email confirming the cancellation.

However on the 24th of Nov,  Open reach came around , they did not say who the supplier was but installed the full fibre (but insisted that this will not affect my existing service in anyway).They said this will stay dormant until my current ISP activates my service in Dec.

Literally minutes after Openreach left, my current service stopped leaving us with no broadband. I called my current ISP and was told it was disconnected and taken over my Plusnet even though i had cancelled the order with Plus net. I searched online and ofcom considers this as ' Slamming' (taking over a service without the cosumers consent or knowledge)

I called plusnet and the sales guy said he was surprised how this has happened but suggested that i sign up a new contract so that i can get online and as long as i disconnect within the 14 day cooling off period, i would not be liable to a termination fee.
As there was no other way, i agreed and signed the contract.
They sent me a router 3 days later so i had to upgrade my mobile data (costing me £75 for 3 mobile phones) to help me and my family access internet for work and social reasons.

I was using Plusnet from 27th of Nov until 7th of Dec (when i moved back to my original ISP)

Question i have is, where do i stand in enforcing Plusnet to pay me the £75 as it was due to their slamming my service that i was forced to purchase unlimited mobile data?
They initially agreed to compensate but knowing that i am leaving them for my originally ISP, they tried to force me to stay with them, when i declined they are refusing to pay the £75 saying that they have done me a goodwill by letting me use their service for 15 or so days (even though it was their fault for taking on perfectly working service in the first place)

Also, as part of the Plusnet signup, i did in oct, i paid them a £30.99 fee towards the first month
They are playing delay tactics and not refunding that money too.

I have called their customer services numerous times but they are draggin their heals and raising ticket after ticket but not seeing any indication of a resolution. It feels like they want to frustrate me hoping that i will go away.

Can i raise this with the ombudsman? Has anyone experienced anything similar?

Any help most welcome


  • SuzeQStan
    SuzeQStan Posts: 1,014 Forumite
    First Anniversary First Post Homepage Hero Photogenic
    Hi OP - sorry to hear your struggles with this - there is likely a procedure to follow for this if you look at CICAS website.

    We got the opposite of your situation - disconnected and ISP not taking responsibility. Only sorted after 3 long months. 

    For CICAS you will need to request deadlock letter then record of communication from Plusnet in writing. Get as much in writing as you can as supposed recorded telephone calls can conveniently go ‘missing’

    good luck!
    PV 5.04kWp 
    🐙 Go

    Mortgage freedom January 2024 - paid off 7 years early by making overpayments where we could.

  • Bradden
    Bradden Posts: 1,081 Forumite
    First Post First Anniversary Name Dropper Photogenic
    Looking at your post I can't understand why being without boradband for 3 days resulted in you needing to spend £75 for data on 3 phones? Most phones have data included in whatever service you have already... or did you need to get 3 new sims?
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