topic Compensation and refund for delays in My Account/Billing

Compensation and refund for delays

smturner — Tue, 17 Dec 2024 23:01:44 GMT

I ordered my full fibre months ago and encountered delays after delays seemingly from Plusnet and openReach. So I ended up paying for several months of out of contract prices. I asked whilst waiting for refund and compensation and was told that would happen once completed. Well I have full fibre finally but no sign of any money back.

Re: Compensation and refund for delays

Townman — Tue, 17 Dec 2024 23:16:44 GMT

Automatic compensation (if applicable) is credited to the account 30 days after resolution of the issue. When was the new service activated?

Re: Compensation and refund for delays

smturner — Wed, 18 Dec 2024 09:17:38 GMT

It finally happened on the 3rd December several months after ordering it

Re: Compensation and refund for delays

pjmarsh — Wed, 18 Dec 2024 09:50:15 GMT

The Automatic Compensation will be credited to your account around 30 days after it is resolved. This will cover anytime from when the committed start date to when it actually went live. If you've been promised anything different to that then such an "goodwill offer" would be manual. From what you've said its not too clear what you may have been promised. ie if Openreach have committed to an install at a certain date which has not been met (Automatic Compensation) or if they haven't but Plusnet have said they will give you back the difference between the in contract price and the out of contract price for that period (likely to be offered as a "goodwill gesture").