topic Re: Compensation in My Account/Billing

Compensation

plustrev — Sun, 21 May 2023 13:42:15 GMT

Can someone (staff?) help with my compensation.

Arranged upgrade to FTTC, should have happened on 13 April.

They disconnected ADSL on that day but did not connect the fibre, so no internet.

Reported on 14 April arranged visit for 15 April but sent wrong man.

Another visit for 18 April when the correct engineer came and found it had not been connected in the cabinet. So service resumed.

I have only been credited with one Days compensation.

Must be wrong for the slap dash engineering work and the long delay out of service.

Thanks

pjmarsh — Mon, 22 May 2023 10:14:16 GMT

It starts counting from two full days after it is reported, and pays out for each calendar day that the service is not repaired.

So, if you reported it on the 14th, then the 15th and 16th would be the days being counted before compensation.

Compensation would start on the 17th.

So say it was fixed on the 18th, so it has only been 1 full calendar day to pay out according to the Ofcom rules.

plustrev — Mon, 22 May 2023 13:23:45 GMT

Thanks pjmarsh.

One day seems a shame when I was without internet for 5 and a half days.

Especially when it was caused by bad workmanship.

But thanks for clarifying.