topic Re: No service - compensation required please in My Account/Billing

No service - compensation required please

RobinTinternet — Tue, 15 Oct 2024 17:07:16 GMT

I was declared by outreach as being ‘no service’ on 27 Sep and they finally fixed it on 08 Oct. I spoke to a PN representative on 27 Sep regarding modems and the like etc…..they would get in touch with the best solution, there was no solution offered, but I advised that I could claim compensation at £9+ per day. I would obviously now like to be compensated for my loss, but what is the process please?

Many thanks

Re: No service - compensation required please

jab1 — Tue, 15 Oct 2024 17:23:02 GMT

If your service/connection failed on 27/9/2024 and was restored on 08/10/2024, you will be entitled to 9 (or maybe 10) days compensation, which will be paid as a credit on the invoice created 30 days after the 8th (I think I've got that correct). There is no need to claim.

Re: No service - compensation required please

Anonymous — Wed, 16 Oct 2024 09:12:11 GMT

@jab1

"you will be entitled to 9 (or maybe 10) days compensation"

Have you calculated that correctly?

When I received that compensation a while ago, I was told that Plusnet/Openreach were allowed 3 full working days, starting from the day after the fault was first reported to PN, and compensation was then payable from the fourth day.

I don't know if they now count Saturday as a "working day", or if it is just Monday to Friday?

So in the OP's case, assuming that they reported the fault on Friday 27th, "day 1" might not be until Monday 30th, with day 3 being Wednesday 2nd October, with compensation being payable from Thursday 3rd.

If the fault was fixed on Tuesday 8th, then that might only be 3 working days to be compensated?

Re: No service - compensation required please

jab1 — Wed, 16 Oct 2024 09:20:07 GMT

@Anonymous I may have forgotten the compensation is from the day after the fault is reported, whether it includes weekends during the outage I admit I am not sure about, so I may be wrong. As the OP hasn't responded or even been back since the post, maybe we are both wasting our time.

Re: No service - compensation required please

Townman — Wed, 16 Oct 2024 09:56:54 GMT

Ofcom Automatic Compensation Scheme

Plusnet is signed up to the Ofcom Automatic Compensation Scheme - see Automatic Compensation FAQs. Plusnet will pay 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. Compensation is credited within 30 days following the resolution of the issue giving rise to the claim.

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 activity after the due date, contact support.

Note: Outages arising from a Major Service Outage (MSO) event need to be processed manually, so you might need to contact support.

Re: No service - compensation required please

pjmarsh — Wed, 16 Oct 2024 10:05:51 GMT

According to Ofcom, it is 2 full working days after the fault is reported, but is payable for the calendar days it is not fixed from that.

So by my reckoning, if it was reported on the Friday 27th September, then the 28th and 29th wouldn't count as they are non-working days, so Monday 30th and Tuesday 1st would be the non-payable days that Openreach have to fix it. Tuesday the 8th October wouldn't count as that was the day it was fixed, so compensation is due for the 2nd, 3rd, 4th, 5th, 6th and 7th of October at £9.76 a day, so a total of £58.56. This should be automatically credit to the account within 30 days of the service being fixed.

Re: No service - compensation required please

jab1 — Wed, 16 Oct 2024 11:16:09 GMT

@pjmarsh Thanks - I'll bear that in mind when responding to any following queries of the same nature.

Re: No service - compensation required please

RobinTinternet — Thu, 17 Oct 2024 13:22:38 GMT

Thanks to all who have responded. I shall await my compensation to be delivered automatically….

Re: No service - compensation required please

RobinTinternet — Sat, 26 Oct 2024 06:00:04 GMT

Just as an update for other customers reviewing this thread. PN do indeed apply compensation automatically, well they send you an email confirming your confirmation of the compensation, which was pleasing although no financial transaction took place.

I have now received another email, one of those ‘questions raised’ scenarios, where they have reviewed the situation and have decided to reject the compensation. This despite Outreach declaring there was no service.

Pretty incompetent if you ask me. I’m done, good luck.

Re: No service - compensation required please

jab1 — Sat, 26 Oct 2024 06:15:48 GMT

@RobinTinternet Was there a reason given for the rejection?

Re: No service - compensation required please

Townman — Sat, 26 Oct 2024 07:29:48 GMT

Detail of the reasons for the rejection would be appropriate here, otherwise the post intended to suggest dishonesty is more than a tad unfair.

Payment is not made simply because there was a break in service. The relevant period starts on the day after the fault is REPORTED which might not be the same day it STARTED.

Compensation becomes a consideration if the fault is not fixed by the end of the second WORKING day after it was REPORTED.

Compensation is not paid for the day it was FIXED.

So as an example, a fault reported on a Friday and fixed by the following Wednesday will not be eligible for compensation payments. Clearly users will at times have different views connected with delayed reporting after a failure, not accepting the first available appointment and there being weekend days between reporting and restitution of the service.

Re: No service - compensation required please

RobinTinternet — Sat, 26 Oct 2024 08:34:32 GMT

On the contrary, I think you have been a tad unfair by using the inference of dishonesty, when I clearly used the word incompetency; fundamentally different.

The term incompetency was used in the aspect of applying a compensation figure due to be credited and subsequently reviewing it and then retrospectively removing it. Logic would suggest a competent organisation would review a compensation claim and approve it prior to contacting the customer with a declaration.

This isn’t about whether the day it was reported or the day it was made better is included. The inference from PN is that compensation has been withdrawn, which I am not happy about.

Your recently applied compensation credit has been rejected in accordance with Automatic Compensation guidelines for no observable total loss of service. The credit was therefore applied in error and has now been removed.

No observable loss of service despite open reach declaring no service (logged by PN) and subsequently digging up my driveway to install a new cable on the 8th Oct. Quite clearly a fault was present as they don’t commit to ground works on a whim. I/ we work from home so went to another address for a week, to maintain reliable operations.

Re: No service - compensation required please

jab1 — Sat, 26 Oct 2024 08:39:45 GMT

Given the above, I would be tempted to query the latest decision.Presumably, you have kept any written communications with regard to this, and PN should be able to retrieve phone records.

Re: No service - compensation required please

RobinTinternet — Sat, 26 Oct 2024 08:46:19 GMT

Appreciate the support, thank you.

Any Plusnet Staff available to PM me, as I am really not happy.

Re: No service - compensation required please

jab1 — Sat, 26 Oct 2024 08:48:35 GMT

It is the weekend - I doubt the Help Team will be around much.

Re: No service - compensation required please

Townman — Sat, 26 Oct 2024 09:00:29 GMT

Adding the full context is very helpful and adds clarity.

I would suggest invoking the complaints process to question clarification of the loss of service. A degraded service (running slow) as might happen with a disconnected leg (one side of the pair) is indeed different to the complete loss of service. In that context a part disconnection and a full disconnection would require the same excavation.

Re: No service - compensation required please

Townman — Sat, 26 Oct 2024 10:10:25 GMT

I have raised a SU escalation on this, essentially asking when is a loss of service not subject to the compensation scheme and in what circumstances human review might over-ride the automatic assessment.

Re: No service - compensation required please

RobinTinternet — Sat, 26 Oct 2024 10:17:18 GMT

Appreciate your help, thank you.

Re: No service - compensation required please

RobinTinternet — Thu, 31 Oct 2024 10:10:40 GMT

Any PlusNet Staff available to look at this please.

Many thanks

Re: No service - compensation required please

Townman — Thu, 31 Oct 2024 10:25:42 GMT

Did you invoke the complaints procedure?