topic Compensation for loss of service in My Account/Billing

Compensation for loss of service

Woody64 — Tue, 10 Jan 2023 20:34:18 GMT

Hi, on 4th of November last year my phone line stopped working. I reported this the same day and it was fixed on the 9th of November or so I thought. However the phone line went down again the next day. I spoke to a Plusnet agent to report the fault and was told I would be due some compensation for loss of service but I haven't received any. How do I go about claiming it. I think the second fault was fixed the next day but not I can't remember the exact day.

Re: Compensation for loss of service

Townman — Tue, 10 Jan 2023 22:08:54 GMT

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 (as a credit to your account), 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.

If the services were restored within two working days, no compensation is due.

Re: Compensation for loss of service

adamwalker — Wed, 11 Jan 2023 09:16:40 GMT

Hi @Woody64, I've just had a look into this for you and as I need to reply with some account sensitive information I've added a response to your account here: https://www.plus.net/wizard/?p=view_question&id=230486959

Adam

Re: Compensation for loss of service

Woody64 — Wed, 11 Jan 2023 11:55:06 GMT

Thanks for the replies, info and help.

Re: Compensation for loss of service

Woody64 — Wed, 25 Jan 2023 10:11:31 GMT

Hi, I relied to the ticket that was opened 2 weeks ago but but didn’t get a response so I don’t know what the outcome is. Could someone have a look at it please as I’m leaving to join BT Home Essentials on the 30th of January.

Re: Compensation for loss of service

willcutforth — Wed, 25 Jan 2023 13:13:11 GMT

Hey there @Woody64 I've just replied to the ticket. Please can you let me know if you can see it?

Re: Compensation for loss of service

Woody64 — Wed, 25 Jan 2023 14:36:42 GMT

Yes I can see your reply to the ticket and I’ve replied thank you.

Re: Compensation for loss of service

willcutforth — Wed, 25 Jan 2023 16:06:07 GMT

All actioned for you now Let me know if you need anything else at all.