I am an existing customer. On 04/03 I renewed the contract for my Unlimited Fibre Extra broadband, as it was out of contract. I received a confirmation email stating that I would be paying £x until March 2026. On 10/03 I requested to upgrade to full fibre and chose an install date of 02/04, for which I received two confirmation emails from Plusnet (one for the package change and one for the activation date - neither of these contain a reference number that I can see) and a confirmation email from OpenReach for the installation of equipment.
From 08/03 to 14/03 I had problems accessing the internet, which turned out to be an issue with my Plusnet account. On 14/03, around the same time this issue was resolved, I received an email saying that I would be paying £x+3 until March 2026. I chose not to do anything regarding this email because I thought that it was only £3 difference, for one month, as the price would change to the new full fibre contract price in April anyway, and also after having spent the past week on the phone to various Plusnet advisors I was quite frankly sick of dealing with it.
On 17/03 I received an email saying my order has been cancelled. It has a reference number, but as I said above I can't see one on the original confirmation emails to compare it to, so I can only assume it's relating to the full fibre install. I do not wish to have this order cancelled, and I never requested for it to be. I am incredibly frustrated with Plusnet right now. If anyone can work out what on earth is going on here I would be very grateful.
