topic Re: compensation not paid, why? in My Account/Billing

compensation not paid, why?

edt70 — Sat, 11 Jun 2022 13:09:31 GMT

After having issues with no BB for several days between May - June, I was assured that for each 24 hours after the first 48 hours, compensation, would be credited to my account for each 24 hours after that, yes having got my invoice today, I find that no compensation has yet been credited to my account!
Can someone please confirm that this compensation will be paid before next month's bill?

Re: compensation not paid, why?

dvorak — Sat, 11 Jun 2022 13:41:51 GMT

Moderators Note

This topic has been moved from Home Phone to My Account / Billing

Re: compensation not paid, why?

edt70 — Sat, 11 Jun 2022 19:46:06 GMT

Thanks for moving this to the correct place.

But is anyone going to tell me why the compensation I am owed due to no BB for several days, still has not been credited to my account.
Will almost certainly be moving to youfibre come October, as service has gone down across all areas

Re: compensation not paid, why?

jab1 — Sat, 11 Jun 2022 20:11:01 GMT

@edt70 As staff cover is almost non-existent at weekends these days, you will probably have to wait until next week for an authoritative reply.

Re: compensation not paid, why?

LaurenB — Mon, 13 Jun 2022 20:42:14 GMT

Hiya @edt70, thanks for getting in touch. I'm sorry for the delay in getting to your post. I'm really sorry for the issues you had with your service and for the disruption this caused.

I have taken a look at this for you and have provided a further response on your account here for you: https://www.plus.net/wizard/?p=view_question&id=225199642

Please get back to me if you have any further queries.

Re: compensation not paid, why?

edt70 — Mon, 13 Jun 2022 23:12:06 GMT

Hi, and thanks for your reply, and your other message, sent at 9.40pm today, where you have stated that you have now added the discount owed to my account, along with a link for me to check that this has been done.
Sadly when checking your link, it did not take me to my account page, but I did check further and found the right page, sadly it clearly states that this month's fill bill is due, end that my account balance is £0.00, so clearly you did not manually add the credit as stated.
Sorry but after many years of being your customer, I will be leaving when my contract ends in October, pity as service was so good.

Re: compensation not paid, why?

edt70 — Tue, 14 Jun 2022 09:51:17 GMT

I am sorry to say, but I am disgusted with the service over the last 24 hours, yes someone yesterday got in touched and promised me that the correct compensation had been awarded to my account due to no internet for over 73 hours between May and June w/end.
Sadly over 12 hours later this has not been done.
Not only have they not credited my account with the £16.80, that I am entitled to, they are now offering just half that amount.
It would appear that either they can't calculate 24 hour periods, or are just basically try to cheat their customers.
If they do not correct this and give me a apology at the very least then I will have to escalate this complaint.
And as I know you have a problem with working out 24 hour periods this means,
I WANT THE CORRECT COMPENSATION PAID FOR THE EXTRA 25 -26 HOURS LOSS OF INTERNET, (those hours are often the first 24 hours lea way), TO BE CREDITED TO MY ACCOUNT, THAT IS A TOTAL OF £16.80, AND NOT THE OFFERED £8.40, ALONG WITH A APOLOGY, BY 10.45AM ON THE 15TH OF JUNE, BEFORE MAKING A FORMAL COMPLAINT.

oh and thank you for your complete lack of service in this matter, having taken 2 weeks to finally offer the correct COMPENSATION, only to then halve.the amount, along with consistent dropping of internet connection, and the extremely poor customer service, I HAVE NOW DECIDED THAT I WILL BE MOVING TO YOUFIBRE COME OCTOBER.
So sad after having been a customer for well over 10 year's (apart from a 6month break), you have really forced me leave

Re: compensation not paid, why?

Baldrick1 — Tue, 14 Jun 2022 10:14:40 GMT

@edt70 wrote:
After having issues with no BB for several days between May - June, I was assured that for each 24 hours after the first 48 hours, compensation, would be credited to my account for each 24 hours after that,

Do you have evidence of this phone call to support your argument? I ask because when I read the Plusnet Auto compensation explanation here: https://www.plus.net/help/legal/automatic-compensation/, Plusnet calculate full days without service, not in hours from when the connection went down. Unless the fault occurred and was reported after 11pm on the first day of outage I don't see from this document how a 73 hour outage would trigger two days compensation.

Re: compensation not paid, why?

SammyM — Tue, 14 Jun 2022 10:58:42 GMT

Hiya @edt70,

I'm so sorry for the experience you have had and for the frustrations this is causing, what a nightmare.

I can see you have a complaint open with our higher escalations team here and I have emailed your case handler, who will be back in contact today.

I can also see that Lauren had applied the correct compensation yesterday for you and I have confirmed this to your case handler also.