topic Re: Compensation for delayed activation. in My Account/Billing

Compensation for delayed activation.

Chuddie — Tue, 12 Nov 2024 11:19:47 GMT

As you can see in the screenshot my internet was supposed to be activated on the 6th of August.
It didn't become active until the 22nd of October.

l've brought this up a number of times before and not received a satisfactory reply.
Where's my compensation?

Re: Compensation for delayed activation.

Baldrick1 — Tue, 12 Nov 2024 11:25:11 GMT

@Chuddie Welcome to the Plusnet Community Fora.

Did you ever receive an email confirming the activation date and a morning or afternoon appointment. Your attachment looks like it might be an estimated installation programme, rather than a confirmed appointment.

Re: Compensation for delayed activation.

Townman — Tue, 12 Nov 2024 11:33:26 GMT

What happened between the 6th August and 22nd October? Was the 6th August a CONFIRMED DATE or a provisional date? What is the connection type - FTTP?

There can be semantics between this being a delayed activation and it being a fault found upon activation.

Was the cause limited to just your service or were others in the locality impacted? Compensation for an issue associated with a MSO (Multiple Service Outage) failure is not processed automatically therefore, the user needs to contact support.

If this is being processed automatically, then that might take up to 30 days following the end of the delay.

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: Compensation for delayed activation.

RealAleMadrid — Tue, 12 Nov 2024 11:35:46 GMT

@Baldrick1 It states "Engineer appointment Completed on the 5th of August" Unless that was the first part of a 2 stage installation.

@Chuddie What happened on the 5th August did Openreach complete the job and install the ONT in your property?

Then what happened between then and October, seems a very long time, did you have further Openreach visits?

Re: Compensation for delayed activation.

Chuddie — Tue, 12 Nov 2024 11:35:55 GMT

l received an email on 22/07 saying this

You've chosen 05-08-2024 for your engineer appointment between 08:00 - 13:00. We'll aim for this, but our suppliers will need to carry out some extra checks on how the necessary cables can be installed to your property. Depending on how long this takes, the requested appointment date may not be available, however we'll monitor your order and email you to keep you updated on its progress and will confirm your engineer date via email as soon as we can.

After this the install and activation date was pushed back to approximately the end of August, then again to the end of September, then was finally activated in October.

l've had extended conversations with plusnet support about this but unfortunately the ticket has been closed, however if it is still accessible you can find all of the relevant information there.

Re: Compensation for delayed activation.

Chuddie — Tue, 12 Nov 2024 11:42:27 GMT

What happened on the 5th August did Openreach complete the job and install the ONT in your property?
Then what happened between then and October, seems a very long time, did you have further Openreach visits?

Openreach came on the 5th of August and said they won't be performing the installation. It was then constantly delayed with openreach doing a little bit of work at a time until the visit into my home to complete the line on the 22nd of October.

l don't really see how this is relevant as Plusnet are the ones who l have a contract with, as l was previously told that my compensation was for some reason dependant on the compensation Openreach will be paying Plusnet.

l'd really like this resolved before my next bill goes out, as over two months of delays should result in a substantial amount of compensation.

Re: Compensation for delayed activation.

Baldrick1 — Tue, 12 Nov 2024 13:12:15 GMT

@Chuddie wrote:

l received an email on 22/07 saying this

You've chosen 05-08-2024 for your engineer appointment between 08:00 - 13:00. We'll aim for this, but our suppliers will need to carry out some extra checks on how the necessary cables can be installed to your property. Depending on how long this takes, the requested appointment date may not be available, however we'll monitor your order and email you to keep you updated on its progress and will confirm your engineer date via email as soon as we can.

This is stated to be an aspiration to meet the requested date, not a commitment. Unfortunately, as I read it, this does not fall within the criteria for automatic compensation.

Re: Compensation for delayed activation.

RealAleMadrid — Tue, 12 Nov 2024 14:41:20 GMT

@Chuddie I don't think Plusnet can deny that your activation was delayed so some form of compensation should be payable. As for a confirmed date, this is a somewhat grey area, the whole thing is down to Openreach allowing FTTP orders to be placed when their infrastructure is nowhere near complete.

There is another post on the forum today in a similar situation where a customer is stuck waiting for Openreach to install a new pole and carry out ducting work. Order delayed

The fact that Openreach appeared on the 5th of August and did nothing is interesting, the installers were probably assuming that the infrastructure was ready and when they discovered that nothing was in place they obviously couldn't do anything. This is typical of the mess ups that occur with Openreach.

I would say you should start the clock from that point, as Openreach showed up it must have been a confirmed appointment.

All the replies on this thread so far are from Forum users, not staff so we have no access to your account or ticket details.

If Plusnet aren't cooperating I would use the complaints procedure. Best of luck

Complaints Procedure

Re: Compensation for delayed activation.

Baldrick1 — Tue, 12 Nov 2024 14:52:14 GMT

@RealAleMadrid wrote:

@Chuddie

The fact that Openreach appeared on the 5th of August and did nothing is interesting, the installers were probably assuming that the infrastructure was ready and when they discovered that nothing was in place they obviously couldn't do anything. This is typical of the mess ups that occur with Openreach.

I would say you should start the clock from that point, as Openreach showed up it must have been a confirmed appointment.

If Plusnet aren't cooperating I would use the complaints procedure. Best of luck

Complaints Procedure

I understand your point. I still suspect that because of the mess it hasn't triggered automatic compensation, but agree that as they turned up on the chosen day it's worth raising a complaint.

Re: Compensation for delayed activation.

Townman — Tue, 12 Nov 2024 15:37:08 GMT

The automatic compensation system has until the 21st November to process this automatically ... for whatever number of days the installation was delivered after the committed date.

Until the 30 day compensation credit payment window has expired, we do not know if this is or is not within the scope of the scheme ... but has failed to be processed
In the absence of a confirmed COMMITTED date we do not know where day zero is

The communication suggests that the date given is one aimed for, but not explicitly committed. The attendance of BTOR on that date to install the ONT might be inferred as a commitment, but installation of the ONT before the CSP has been installed is not unheard of.

Re: Compensation for delayed activation.

Chuddie — Fri, 22 Nov 2024 16:48:46 GMT

@Townman wrote:

The automatic compensation system has until the 21st November to process this automatically ... for whatever number of days the installation was delivered after the committed date.

Well it looks like l haven't been automatically compensated, what should l do now?

Re: Compensation for delayed activation.

Townman — Fri, 22 Nov 2024 17:00:55 GMT

Have you checked the tickets on your account?

Looking at your earlier posts and conjoining information from SU’s discussions…

“We'll aim for this, but our suppliers will need to carry out some extra checks on how the necessary cables can be installed to your property. Depending on how long this takes, the requested appointment date may not be available, however we'll monitor your order and email you to keep you updated on its progress and will CONFIRM your engineer date”

This was a KCI Assure installation to be followed up by a CONFIRMED DATE communication. You have made no reference to being given a CONFIRMED DATE for a one-stage installation.

Re: Compensation for delayed activation.

Chuddie — Fri, 22 Nov 2024 18:35:11 GMT

There are no tickets on my account that l can see.
l find it very odd that Plusnet will almost certainly be being compensated by Openreach for the delay, yet none of that is passed on to me.

lt would be very helpful if a Plusnet staff member could read through the notes of my installation and properly explain to me why l am not being compensated despite the delay. l assume the lack of compensation is due to an error in communication.

“We'll aim for this, but our suppliers will need to carry out some extra checks on how the necessary cables can be installed to your property. Depending on how long this takes, the requested appointment date may not be available, however we'll monitor your order and email you to keep you updated on its progress and will CONFIRM your engineer date”

This was a KCI Assure installation to be followed up by a CONFIRMED DATE communication. You have made no reference to being given a CONFIRMED DATE for a one-stage installation.

l don't know what this means, what l do know is that l was strung along for months with dates until the service was finally live.

Re: Compensation for delayed activation.

jab1 — Fri, 22 Nov 2024 18:39:55 GMT

@Chuddie Try this link: https://www.plus.net/wizard/?p=search

Re: Compensation for delayed activation.

Chuddie — Fri, 22 Nov 2024 18:46:11 GMT

Thanks.
l did find this

Service Notification

6:06am, Tuesday 23 Jul 2024

An update report has been received for this account.

The broadband order is being processed by the supplier.

The activation will complete by midnight on 05/08/2024.

Re: Compensation for delayed activation.

jab1 — Fri, 22 Nov 2024 18:53:29 GMT

And nothing else? I find that strange, to say the least.

Re: Compensation for delayed activation.

MatthewWheeler — Mon, 25 Nov 2024 08:17:50 GMT

Hi @Chuddie

Unfortunately, there was a long delay with external cabling on your order, which means we didn't confirm an engineer date for some time.

As things were activated on the date we confirmed, I'm afraid you wouldn't qualify for any automatic compensation as this only covers delays past a confirmed order/engineer date.

I can see you've raised a complaint online regarding this so our High Level Escalations team will be in touch but anything offered would be as a gesture of goodwill rather than automatic compensation.

Re: Compensation for delayed activation.

Chuddie — Wed, 27 Nov 2024 21:24:37 GMT

l have been offered £75 compensation as a goodwill gesture.
This is lower than l would have liked but should l accept it or escalate it further, what do you all think the chances are of me getting a better resolution.

Re: Compensation for delayed activation.

Townman — Wed, 27 Nov 2024 22:11:50 GMT

You could escalate it to the Ombudsman and have all of the facts examined in detail only to discover that the first date given to you might not have been a COMMITTED ACTIVATION DATE which is the baseline date for the Ofcom compensation scheme.

The “We aim to …” email is indicative that the date is for the preliminary KCI Assure installation, which would probably not be deemed a confirmed activation date by the Ombudsman.

If the activation finally took place on a later advised committed date … the Ombudsman might deem you’re entitled to nothing.