topic Re: Parents cut off with plusnet in Broadband & Landline

Parents cut off with plusnet

joannemc1403 — Sun, 20 Sep 2026 13:52:31 GMT

My parents are vulnerable and elderly, they've been cut off from WiFi and home phone calls. My dad can't use a phone as he's deaf and the app he uses to support him making calls does not work as it needs WiFi. My mum can't sort the problems as she's frail and struggling. They were not appropriately supported in changing to EE, and do not know what to do. They don't have a hub as my dad didn't know what it was so sent it back.

Is there anyone who can help them? They've got an engineer visiting on the 6th October, but this is not soon enough. They're stranded.

Re: Parents cut off with plusnet

joannemc1403 — Sun, 20 Sep 2026 13:53:20 GMT

Plusnet suggested a 4G WiFi hotspot device, I'm not sure that's a solution or possible? Especially if it requires setting up.

Re: Parents cut off with plusnet

Alex_H — Sun, 20 Sep 2026 14:19:38 GMT

Hi @joannemc1403,

Welcome to the EE Community

I am sorry to hear about your parents situation. I have responded to your post on the Plusnet forum to help there. It is not clear from your post if the changeover to EE has actually taken place, but I have sent you a private message here as well to take the EE account details from you to see if we can help.

Alex

Re: Parents cut off with plusnet

XRaySpeX — Sun, 20 Sep 2026 14:23:29 GMT

You won't have any BB from EE if you sent the router back. It was needed for BB

Re: Parents cut off with plusnet

JimM11 — Sun, 20 Sep 2026 14:35:30 GMT

@joannemc1403 When was the PN to EE switchover date? If they were or were not registered as Vulnerable status on PN did EE have any indication to that effect, if they did and did not follow up then that is a big issue, if status was not confirmed the EE would just assume they were capable of switching over the EE Hub from the PN one as a home self install.