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Customers of UK ISP Plusnet Wrongfully Marked as Being in Arrears

Saturday, June 8th, 2019 (7:00 am) - Score 6,280

Broadband provider Plusnet has blamed a “system error” after a switch of payment providers resulted in the ISP failing to collect the January 2019 payments from a small number of their mobile customers. The issue was corrected but some of those hit discovered that their credit files had been given a negative mark.

Unfortunately Plusnet has now gained somewhat of a reputation for billing errors, many of which followed last September’s troubled effort to migrate their old billing system to a “brand-new” platform (here). Suffice to say that they’ve suffered from a slew of problems since then and the ISP is now comically close to becoming an internet meme for such issues.

According to MSE, the negative marks were present on credit files from March until late May 2019 but have now been resolved. The ISP has not contacted all of those who may have been affected to apologise, although it’s noted that not everybody who missed the January payment suffered a negative mark and this should not impact their long term credit scores.

A Plusnet Spokesperson said:

“We are aware that a very small number of Plusnet Mobile customers had changes made to their credit files temporarily due to an error when we changed direct debit supplier in February. The small number of customers who had temporary changes to their credit files in March have now had them removed.

This was a result of a system error when we changed our direct debit supplier in February. It is highly unlikely that this would have any effect on them obtaining credit, but we want to reassure customers if they have experienced any issues they can contact us on 0800 432 0200 and we’d be happy to help.”


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By Mark Jackson
Mark is a professional technology writer, IT consultant and computer engineer from Dorset (England), he also founded ISPreview in 1999 and enjoys analysing the latest telecoms and broadband developments. Find me on Twitter, , Facebook and Linkedin.
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25 Responses
  1. JamesMJohnson says:

    Considering that most interest rates for loans are now based on your credit history… what happens to those customers who are now paying an additional 5% APR for the term?
    There should be stronger penalties for screwups like these.
    No that doesn’t include me… it just quirks me how companies can affect someone like that and make out that it’s ok.

    1. Stephen Wakeman says:

      I believe there’s recourse in instances like this whereby you can demand the entity posting the mark on credit records to have it removed. Plus if you wanted to be absolutely sure, you could register for a free account with each of the 3 main credit agencies to check and contact them to correct it if so.

    2. JmJohnson says:

      I understand that… but there’s a grey area where you could get a loan without knowing the mark is there… instead of being offered 3.5% you’re offered 5% and accept believing your history is correct… you end up paying a higher interest rate for the term of the loan.
      There’s no standard criteria for credit… so may think 5% is the best you can get.

  2. Optimist says:

    A Minus score for Plusnet!

  3. SO says:

    I will never go back to plusnet ever since I was being billed twice for six months line rental and internet and they never refunded me.
    They should change their slogan to ” PLUSNET, we’re proud to do you”.

    1. actually not true says:

      chatting rubbish… simple.. or you are stupid as nobody would let 189.90 just go like that.. please post genuine examples and facts or dont post at all.. goodnight

  4. Malcolm Ling says:

    Unfortunate for some people .I can only speak as I find we went with Plusnet from BT much cheaper to date last class call centres addressing calls and concerns imeameaitly. For me glad we changed provider .Plusnet thank you keep it up.

    1. captain cretin says:

      Think me not English you.

      Paid post good perhaps things?

  5. David Blench says:

    Plus net continued to charge me after I switched only a threat of the ombudsman resolved the issue.

    1. actually not true says:

      erm not quite true… you actually messed up.. being all not so clever’ you went and joined i am guessing virgin media…was too stupid to read that virgin do not take over lines or provides from other companies..i.e as virgin state..you will have to cancel your current isp providor..you didnt…you were at fault… you failed and only thing that happened was your termination notice was put in when you realised how stupid you had been… so just thought i should share the real reason…contracts do not cancel unless you request it or move to an isp that do that for you…next……

  6. Fang farruer says:

    Quite agree with poor service. Although only £5)month contract, have had issues. Will follow up next week. Thankyou

  7. Plusnet Employee says:

    Billing issues are affecting staff too, with many people off on long-term sick for stress etc, and many more experienced agents quitting or being sacked due to “excessive” sick.

    This has been going on too long, and you’ll find very few employees will defend Plusnet when questioned in the phone.

    Customers – please do remember this when you call. We hate it as much as you; please don’t shout at us.

    1. actually not true says:

      so much bull…. i can smell it through my phone omg being from the most hated mobile phone company ever then any check reveals plusnet have one of the highest if not the highest staff retention rate of any provider around.. whoever is posting this is obviously not an employee and a little bit stupid sadly

  8. Mark says:

    Happened to me, was showing a balance of zero on my CR but still said “Late Payment” but this was dating back to April 2018! Took 5 months, several phone calls, over twenty emails, multiple subject access requests for the phone call recordings (which despite being illegal to not honour a SAR they STILL didn’t provide them)… Finally when the communications ombudsman was mentioned they actually got their act together and sorted it! Useless company, I would NEVER use Plusnet again!!

    1. actually not true says:

      utter bull… the fact that as soon as you raise a sar the accounts marked as a complaint and the complaints procedure is instigated the countdown timer starts and full imfo om the ombudsman is sent from day 1 means you sir chat utter bolony…r.e the zero balance then obv. will show zero after you paid it …albeit late… yawns.. pay on time like the rest of us and quit moaning

  9. Rob says:

    They didn’t take my broadband charge out in February, contacted them a few times and in the end just gave up, thanks for the free month.

    1. actually not true says:

      win win

  10. coffeecup says:

    I left plusnet over 12 months ago and the billing issues were happening back then, why has it taken this long?
    And why is plusnet getting awards for things like best isp or best customer service ? A simple google of plusnet comes up with many netagive reviews and most of them are within its own forums.
    Plusnet used to be awesome years ago now its just a big pile of mess!

    1. Gony Toodyear says:


    2. actually not true says:

      a simple google of any isp provider brings up wayyyyyy more

    3. actually not true says:

      erm…cos its got the best customer service maybe would be a good bet as to why they are??

  11. James says:

    It’s like bigblu satellite broadband… only have to loom st their Facebook page and there’s people having debt collection agency’s contact them for money they don’t owe and bigblu are not bothered.

    1. actually not true says:

      erm… actually for people who did or still do owe money.. dont pay then they take it away…no excuse for not paying any bill for a service

  12. Jon says:

    Joined Plusnet 31 October 2018, broadband use only. In 226 days:

    845 disconnections.

    ‘Normal’ service (from brief actual working experiences, daily averages being at least 18 Mbps download, 3 Mbps upload, <3 disconnections and <5 minutes downtime) 48.2%.

    No lasting change following 11 engineer appointments: #1: no change, #2: 70 days, 3#: 14 days, #4: 16 days, #5: <24 hours, #6: no change, #7: lost connection, #8: restored connection, normal service <24 hours, #9: <24 hours, #10: no show, #11: wired front of house 3 weeks ago, normal service on old line <24 hours.

    Fault established under house on 1 March 2019 – still waiting trench dig and new connection.

    Additionally, Plusnet have compensated £360 for shockingly appalling customer service, account mismanagement, wrongfully blocking of account and misleading site advertising, resulting in hours of communicating on telephone, online, waiting in for engineers who often make little difference and connection failures up until 30 April 2019.

    Issue currently with Ombudsman Services.

    1. actually not true says:

      well.. what you failed to mention is was it adsl? fibre? fibre unlimited.. and the cherry on the top was actually the one about a trench under the house.. really?? so ultimately nothing to do with plusnet or any other isp provider you may have been with it was multiple disconnections for a broken line to the property and as such cannot be fibre as this would not be under your house nor would any other type of cable… and nor would you have been compensating for the very misleading comments that one states above.. tut tut shame on you… sadly those who are not in the industry will not realise what utter nonsense you are speaking especially with the compensated 360 for said issues.. especially the customer service and misleading advertising as the asa vet all providers ads so please edit with some good honest truth 🙂

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