Manx.net email accounts

Summary

The request sought details on complaints regarding Manx.net email accounts, specifically focusing on the period following the October 2025 announcement of changes and the Junara payment option. The Communications and Utilities Regulatory Authority disclosed 19 total complaints received since January 2025, with 18 occurring after October 2025, and provided a summary of the nature of each concern.

Key Facts

• The Authority received 19 consumer complaints regarding Manx.net email service since 1st January 2025.
• 18 of the 19 complaints were made between 21st October 2025 and 16th January 2026.
• Complaints primarily concerned charges to retain accounts, short notice of changes, lack of migration guidance, and scams.
• The Authority stated it cannot intervene as Manx.net email is not a regulated telecommunications service.
• The response was issued by Chief Executive Ivan Kiely on 28 January 2026.

Data Disclosed

• 19
• 18
• 1st January 2025
• 21st October 2025
• 16th January 2026
• 28 January 2026
• £65
• 1624 677022

Original Request

Please state how many complaints or concerns have been made regarding Manx.net accounts in the last year How many have been made since the beginning of October 2025 (which when there was the first advertising of the Junara payment option) to the present. Please summarise the nature of each of the complaints or concerns raise since the beginning of October in at least six sentences where the complaint has been longer than this or please provide full complaints but hiding any personal data)

Data Tables (1)

Data Tables (reformatted)

Full Response Text

Chief Executive: Ivan Kiely Ground Floor, Murray House, Mount Havelock, Douglas Isle Of Man, IM1 2SF Tel: +44(0)1624 677022 Fax: +44(0)1624 626499

Our ref: 5234234 28 January 2026

Dear ###

We write further to your request, received 16 January 2026, which states:

"Please state how many complaints or concerns have been made regarding Manx.net accounts in the last year

How many have been made since the beginning of October 2025 (which when there was the first advertising of the Junara payment option) to the present.

Please summarise the nature of each of the complaints or concerns raise since the beginning of October in at least six sentences where the complaint has been longer than this or please provide full complaints but hiding any personal data)"

Our response to your request is as follows:

The Communications and Utilities Regulatory Authority (the Authority) has received a total of 19 consumer complaints regarding the Manx.net email service since 1st January 2025, 18 of which were made between 21st October 2025 and 16th January 2026. The details of each complaint received is outlined below.

1. Raised concerns that no details of alternative options had been provided, or how moving to an alternative option could be undertaken, including the retention and transfer of existing email data.

2. Raised concerns that the change was short notice given the amount of work required for customers to update contact information with third parties, including banks and health services.

3. Raised concerns about the charge to retain a Manx.net email account and highlighted the administrative and financial implications that the changes could have on vulnerable customers. Requested CURA address the matter with the service providers.

4. Raised concerns that the charge to retain a Manx.net account was unfair, particularly for those with low income.

5. Raised concerns about the notice and timing of Manx.net announcement, and requested details of who to complain to.

6. Raised concerns that a vulnerable consumer had fallen victim to a scam as a result of the changes to Manx.net and that the service provider would not engage with them to resolve the matter. Requested details of the number of complaints received in relation to the Manx.net changes.

7. Raised concerns about a possible breach of contract and possible mis-selling in relation to the Manx.net service. Requested assistance in actioning a complaint to the service provider about the changes to Manx.net.

8. Raised concerns about the charge to retain a Manx.net email account while still charging the same for broadband services, as well as concerns about data protection and the suitability of the new service provider.

9. Raised concerns that their email account had been hacked having paid to retain their Manx.net account, and that the service providers had not responded to requests for assistance.

10. Raised concerns about the charge to retain a Manx.net email account or lose access to all emails.

11. Raised concerns about the charge to retain a Manx.net email account and enquired whether there were any other on-Island email providers.

12. Wished to inform CURA of their views in relation to the announced changes to Manx.net and advised that they will be migrating to another provider.

13. Raised concerns about the changes to Manx.net email.

14. Enquired whether the Government will intervene in the changes to Manx.net. Raised concerns about allowing a charge of £65 while other platforms do not charge.

15. Raised concerns that the announced changes to Manx.net may breach regulatory obligations relating to fairness, transparency, accuracy, professional diligence and data-portability requirements on the basis that:

• The stated reasons for withdrawal were misleading;
• Insufficient information had been provided on free alternative email services, how to export Manx.net emails, data portability rights, or how to migrate to an alternative service; • Suitable support or guidance had not been provided by the service provider for vulnerable end-users or those less technically minded;

1. Raised concerns that they had been the victim of Manx.net scam while trying to register with the new service provider.

2. Noted the guidance available to those affected by the Manx.net changes may not be accessible for all and provided an alternative that may be of further assistance.

3. Raised concerns about the charge to retain a Manx.net email address.

4. Raised concerns about the quality of the Manx.net email service (submitted prior to the October 2025 announcement).

In relation to the above complaints, it should be noted that the Manx.net email service is not a telecommunications service that is regulated by the Authority. This is because email services are widely available to consumers free of charge. As the Manx.net email service is not regulated, the Authority is unable to intervene in what is a commercial decision made by Manx Telecom.

Please quote the reference number 5234234 in any future communications.

Your right to request a review

If you are unhappy with this response to your freedom of information request, you may ask us to carry out an internal review of the response, by completing a complaint form and submitting it electronically or by delivery/post.

An electronic version of our complaint form can be found by going to our website at https://services.gov.im/freedom-of-information/Review. If you would like a paper version of our complaint form to be sent to you by post, please contact me and I will be happy to arrange for this. Your review request should explain why you are dissatisfied with this response, and should be made as soon as practicable. We will respond as soon as the review has been concluded.

If you are not satisfied with the result of the review, you then have the right to appeal to the Information Commissioner for a decision on; 1. Whether we have responded to your request for information in accordance with Part 2 of the Freedom of Information Act 2015; or 2. Whether we are justified in refusing to give you the information requested.
In response to an application for review, the Information Commissioner may, at any time, attempt to resolve a matter by negotiation, conciliation, mediation or another form of alternative dispute resolution and will have regard to any outcome of this in making any subsequent decision. More detailed information on your right to a review can be found on the Information Commissioner’s website at www.inforights.im. Should you have any queries concerning this letter, please do not hesitate to contact me. Further information about freedom of information requests can be found at www.gov.im/foi.
I will now close your request as of this date. Yours sincerely