topic Re: No refund despite broadband issues in My Account/Billing

No refund despite broadband issues

AgnesB — Tue, 06 Dec 2022 18:43:02 GMT

Last month I reported that my broadband was down and called customer service, a problem was identified by Openreach and my ticket number was TR0000015277642. No refund has been given the time my broadband was down and I am looking for some support regarding this. Thanks.

Agnes

Re: No refund despite broadband issues

jab1 — Tue, 06 Dec 2022 18:45:58 GMT

@AgnesB Welcome to the forum. How long was your connection down for? Note compensation, if payable is credited to your account, not paid out.

Re: No refund despite broadband issues

dvorak — Tue, 06 Dec 2022 20:12:11 GMT

Moderators Note

This topic has been moved from Broadband to My Account / Billing

Re: No refund despite broadband issues

AgnesB — Wed, 07 Dec 2022 07:01:20 GMT

Hi, it went down on the 4 November and was back on the 7 November.

Re: No refund despite broadband issues

jab1 — Wed, 07 Dec 2022 07:56:43 GMT

In that case, I doubt compensation is payable - it is only due from the third day from reporting.

Re: No refund despite broadband issues

Townman — Wed, 07 Dec 2022 10:58:16 GMT

@jab1

We should not confuse (conflate?) ...

Refund of subscription charges for loss of service
Compensation for delay in restoration of service

The former is what Plusnet used to do for the days that the service was unusable - it was just £pcm / 30 x days of no service.

The latter is something else, in respect of delay in delivering services...

Ofcom Automatic Compensation Scheme

Plusnet is signed up to the Ofcom Automatic Compensation Scheme - see Automatic Compensation FAQs. Plusnet will pay you automatic compensation in the following circumstances:

Delayed activation of your broadband and/or landline service
Delayed repair following a total loss of service
Missed appointments

For compensation to be paid, you must have a CONFIRMED date for the failed activity. To see what is happening in detail, check the ticket history on your account - log into the portal in another tab, return here and click the PN TICKET link below. Look at the details of the tickets; if there appears to be no recent activity, contact support.

As you stated above, the service was restored within target service times, so compensation is not due here ... however a refund of the monthly charge (if Plusnet still do that) might be applicable. If they do, it will probably be around £2 (my guess) for 2 days.

Re: No refund despite broadband issues

jab1 — Wed, 07 Dec 2022 11:03:36 GMT

Fair enough, @Townman I had forgotten the 'refund' angle, and assume Plusnet still do this? - or maybe they don't, you have more chance of ascertaining this.

Irrespective, these two options are both covered on the invoice, not as 'cash' repayments?

Re: No refund despite broadband issues

willcutforth — Thu, 08 Dec 2022 17:59:07 GMT

@AgnesB I have created a ticket for you on https://www.plus.net/wizard/?p=view_question&id=229695523