topic Re: Compensation in My Account/Billing

Compensation

Alanf421 — Thu, 09 Nov 2023 19:22:31 GMT

My broadband was off completely so I contacted Plusnet who got Open Reach on the job, Plusnet promised me a wireless router and said I would receive compensation for each day my broadband was off ( 8 days ). The wireless router never arrived and neither has the compensation I was promised so who do I contact to claim?

Re: Compensation

jab1 — Thu, 09 Nov 2023 19:49:08 GMT

@Alanf421 When did this occur? The compensation is paid as a credit against your next invoice.

Can't help with the router (Mi-Fi device?) - sorry.

Re: Compensation

Alanf421 — Thu, 09 Nov 2023 19:58:08 GMT

Hello John,

The broadband was off from the 28-9-2023 until late afternoon on the 6-10-2023, I have paid one bill since then and just been informed of my next bill which reminded me of the compensation.

Re: Compensation

jab1 — Thu, 09 Nov 2023 20:02:15 GMT

I can't remember - does the notification tell you what the bill will be? (I am no longer with PN). The compensation is paid from the third day after you report the issue (in accordance with the SLA).

Re: Compensation

Alanf421 — Thu, 09 Nov 2023 20:10:41 GMT

The notification is for my normal bill amount, I was told the compensation will start from the second day.

Re: Compensation

jab1 — Thu, 09 Nov 2023 20:16:26 GMT

I suggest you contact Plusnet if the credit has not been applied. You were wrongly advised - it is from the third working day.

Re: Compensation

Alanf421 — Thu, 09 Nov 2023 20:22:56 GMT

I have tried a couple of times today but can’t get through, I will try again tomorrow
Thanks

Re: Compensation

Baldrick1 — Thu, 09 Nov 2023 22:18:37 GMT

Moderator's note:
Thread moved from Full Fibre to My Account/Billing

Re: Compensation

ClaudiaG23 — Fri, 10 Nov 2023 17:46:18 GMT

Hi @Alanf421 I can see you've spoken with one of our Advisor's today over the phone and this has now been rectified for you.

Re: Compensation

greygit1 — Fri, 10 Nov 2023 23:22:29 GMT

My limited experience would indicate that it could be a Mi-Fi (EE badged).

The Mi-Fi widgety thing sort-of works seamlessly, but I'd need more "play-time" with one. It does have limited capabilities (maximum of 4 wireless devices, no wired connection capabilities)

Compo is paid as a credit (I can definitely confirm that) against future invoices. I use the plural, because the compensation covered more than one month.

The underlying process (which the customer won't see) that orders, dispatches and delivers the devices (and the process for returning them) has (in my limited experience) some problems. Like the device may not appear, or appear shortly before normal service resolution (JIT in reverse?)