Background
A recent FOI request to the Communications and Utilities Regulatory Authority (CURA) on the Isle of Man revealed that 19 consumer complaints had been submitted about the Manx.net email service between January 2025 and January 2026.
Key context:
- Manx.net had been free for over 25 years before being transitioned to a paid subscription model managed by a new provider, Junara.
- CURA confirmed it cannot regulate pricing or force changes for the service; complaints are logged as feedback.
- The transition sparked both cost concerns and security anxieties among users. (manx.news)
Case Studies
Case Study 1 — Subscription Cost Concerns
Issue: Users were upset about the new £65/year subscription fee to retain their @manx.net addresses.
Impact: Longtime users, including retirees and low-income residents, described the fee as sudden and unfair.
Commentary: Transitioning a legacy free service to a paid model can generate community pushback, especially when users feel the service was once a basic utility. (manx.news)
Case Study 2 — Scam Exposure
Issue: At least one complaint involved a scam or phishing attempt exploiting the transition period.
Impact: Users were tricked into clicking malicious links, putting email accounts at risk.
Commentary: Transitions often increase exposure to scams, highlighting the need for clear guidance from providers and cybersecurity authorities. (aol.com)
Case Study 3 — Short Notice and Lack of Guidance
Issue: Users said there was limited notice and insufficient instructions for moving accounts to the new service.
Impact: Many felt confused about how to retain their email addresses or secure their accounts.
Commentary: Even when technical changes are necessary, clear communication and transitional support are critical to minimize user frustration. (manx.news)
Broader Context
- Service Transition:
Manx Telecom moved the email service to Junara to modernize infrastructure and protect against scams, but the move required a paid subscription for users. (manxtelecom.com) - Regulatory Limitations:
As Manx.net email isn’t a regulated telecoms service, CURA can only log complaints, not enforce pricing or service conditions. (manx.news) - Security Concerns:
The transition saw increased phishing attempts impersonating Manx.net, putting users at risk. Authorities advised users to avoid clicking links in emails and navigate to the official site manually. (aol.com)
Commentary
- Cost vs. Value Debate: The subscription fee was seen as reasonable by some, but others argued that a service free for decades shouldn’t suddenly incur costs.
- Security Awareness: The complaints underline the importance of user education during transitions, especially for long-standing services.
- Regulatory Insight: This FOI request highlights the gap in consumer protection for legacy digital services and raises questions about oversight for essential email infrastructure.
Summary Table
| Aspect | Detail |
|---|---|
| FOI Request | Revealed 19 complaints about Manx.net email service (Jan 2025–Jan 2026) |
| Key Issues | Subscription fees, phishing/scams, short notice for service changes |
| Regulatory Role | CURA logs complaints but cannot enforce changes |
| Security Risk | Phishing attempts increased during the transition |
| User Impact | Frustration, anxiety, and confusion among long-time users |
💬 Takeaway:
The FOI highlights how legacy email services undergoing modernization can trigger consumer complaints, security risks, and regulatory challenges, emphasizing the need for clear communication and support during transitions.
If you want, I can also create a timeline showing the complaints, FOI release, and the transition events, which makes it easier to see how the situation unfolded.
Do you want me to do that?
What the Freedom of Information Request Revealed
A recent Freedom of Information (FOI) response from the Communications and Utilities Regulatory Authority (CURA) on the Isle of Man showed that 19 consumer complaints about the Manx.net email service were submitted between January 2025 and January 2026. (Manx.News)
• Of those complaints, 18 were made after Manx Telecom announced it would end the free Manx.net email service and move to a paid subscription model run by a new provider, Junara. (Isle of Man Today)
• The service had been free for more than 25 years before the change. (Manx.News)
CURA noted that because Manx.net is not a regulated service, it cannot intervene on pricing decisions — complaints are logged as feedback rather than enforceable cases. (Manx.News)
Case Studies — What Users Complained About
Case Study 1 — Unfair Subscription Costs
Issue: Multiple users complained about the new subscription fee (around £65 per year or £6.50 per month) required to retain their @manx.net email addresses. (Manx.News)
Typical complaint:
Users described the cost as unfair, especially for people on low incomes or retirees who had used the service for decades without charge. (Manx.News)
Impact:
For some longtime users, the fee represented a sudden financial burden for what had been a basic communication tool.
Case Study 2 — Scam Exposure and Account Security Concerns
Issue: At least one complaint reported falling victim to a scam linked to the transition. (Manx.News)
Context:
Following the transition announcement, phishing and scam emails impersonating Manx.net or Manx Telecom increased, with attackers trying to trick users into clicking malicious links or submitting login details. (AOL)
User experience:
One user said their account was compromised after interacting with a scam message, which then led to further issues such as unauthorized emails being sent from their address. (AOL)
Outcome:
This highlighted real security risks around the transition period, making some users feel inadequately protected or informed.
Case Study 3 — Short Notice & Lack of Guidance
Issue: A number of complaints said there was “short notice” about the need to update contact details and register for the paid service, along with a lack of clear support or guidance, especially for less tech‑savvy users. (Manx.News)
Effect:
Users expressed frustration that they were not given adequate time or help to prepare, creating anxiety and confusion about retaining access to their accounts.
Broader Context: Why These Issues Emerged
1. Shift from Free to Paid Service
Manx Telecom decided to end the free Manx.net email service and hand it over to specialist provider Junara as part of modernising and protecting the platform — citing rising maintenance and security needs. (Manx Telecom)
• This change was intended to ensure long‑term viability but also meant users had to pay to keep accounts they previously had for free. (Manx.News)
2. Rise in Phishing & Scam Emails
Following the transition announcement, scammers increased attempts to exploit uncertainty around the change. Many locally reported phishing emails pretended to be from Manx Telecom or Manx.net, asking users to click links or enter credentials. (AOL)
• The Isle of Man Cyber Security Centre and Manx Telecom warned that official communications would not include clickable links, advising users to navigate to the official site manually to avoid scams. (Manx Telecom)
• Reports from cybersecurity tracking services show Manx.net was among the top impersonated services in phishing scams on the island. (csc.gov.im)
Comments & Public Reaction
1. Cost vs Value Debate
Some locals see the subscription fee as reasonable given modern email hosting costs, while others — especially long‑time users — felt it unfair that a service once free for decades now comes with a significant price tag. (Manx.News)
Commentary:
This mirrors debates in other markets where legacy services are monetised after years of free use — raising questions about pricing fairness and transition support.
2. Security and Trust
The increase in phishing and scam concerns around the transition raised alarm for many users, particularly those not familiar with spotting fake emails. (AOL)
Commentary:
Experts often highlight that transitions — especially for widely used services — are high‑risk times for scams, underscoring the need for clear, authoritative communication from service providers and cybersecurity bodies.
3. Regulation and Consumer Protection
Because Manx.net email isn’t classed as a regulated telecoms service on the Isle of Man, the regulator (CURA) cannot enforce changes or pricing decisions — it logs consumer feedback but cannot compel action. (Manx.News)
Commentary:
Some users called for stronger regulatory oversight or clearer consumer protections for email and internet services, even if not traditionally regulated.
Summary — Key Takeaways
| Aspect | Detail |
|---|---|
| FOI request subject | Complaints about Manx.net email service following its transition from free to paid. (Manx.News) |
| Number of complaints logged | 19 complaints recorded by the regulator. (Manx.News) |
| Main issues raised | Cost of subscription, scam exposure, short notice/lack of guidance. (Manx.News) |
| Regulatory stance | Service not regulated — regulator can record but not enforce changes. (Manx.News) |
| Cybersecurity context | Scammers impersonated Manx.net/Manx Telecom during transition. (AOL) |
Final Commentary
On policy and community impact:
The FOI findings highlight how changes to long‑standing digital services — especially when they go from free to paid — can trigger consumer dissatisfaction and vulnerability to scams. It also shows the importance of regulatory clarity, especially for legacy services many users still rely on.
On user education:
The increase in scams tied to this transition underscores how critical it is for service providers and cybersecurity bodies to actively educate users about phishing threats during major changes.