topic Re: Broadband compensation in My Account/Billing

Broadband compensation

rosiefazbear163 — Tue, 21 Jan 2025 20:55:55 GMT

My plusnet box was activated on the 24th of December but I was left without connection due to issues on both plusnet and open reaches end, with 2 engineers cancelling and leaving me without WiFi until the 18th of January.

When phoning plusnet about these issues the topic of compensation was brought up, yet I am still waiting to hear back about this, frustrated as I am a uni student who had to do without WiFi for classwork in this time.

Re: Broadband compensation

Baldrick1 — Tue, 21 Jan 2025 21:04:57 GMT

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

Re: Broadband compensation

Townman — Tue, 21 Jan 2025 23:10:23 GMT

If compensation is due it will be credited to your account automatically within 30 days of the issue being resolved. So there’s no need for concern until around 17th Feb.

Re: Broadband compensation

rosiefazbear163 — Wed, 19 Feb 2025 14:16:06 GMT

Have yet to hear back from plusnet, surely compensation is owed as issues were not on my end

Re: Broadband compensation

Baldrick1 — Wed, 19 Feb 2025 14:27:25 GMT

@rosiefazbear163

Have you logged in to your account to see if it’s been automatically credited?

Re: Broadband compensation

rosiefazbear163 — Wed, 19 Feb 2025 14:31:25 GMT

Yes, it has not been

Re: Broadband compensation

Marsh — Wed, 19 Feb 2025 17:02:41 GMT

Hey @rosiefazbear163 I tried to call you today to discuss the fault you experienced and to offer a gesture of goodwill. Unfortunately, I was unable to reach you. I have opened a ticket on your account. If you could provide a convenient date and time for a call, that would be great. Alternatively, if you prefer to discuss this over the ticket, that is also fine. Below is the ticket with a direct link if you update the ticket tomorrow I wont be able to pick it up until Saturday as I will be off until the weekend

https://www.plus.net/wizard/?p=view_question&id=246205702

I have reviewed your fault and I understand that it took longer than expected to resolve. The main reason for the delay was that our Circet engineers (also known as Qube) missed the initial appointment. When they finally attended, they couldn’t resolve the issue, so we had to reschedule. Eventually, the matter was escalated to Openreach, who resolved the fault the following day.

The reason why the fault is not entitled to our automatic compensation is that when the fault is with our Circet engineers, it is not eligible for compensation. However, once it reaches Openreach, the compensation countdown starts.

Re: Broadband compensation

Townman — Wed, 19 Feb 2025 19:12:53 GMT

@Marsh

Hi Josh,

Excellent clarification of the detail workings of the automatic compensation scheme. Can you please seek to have that clarification added to the guidance on the automatic compensation scheme please?

To Joe Public an engineer missing an appointment is an engineer missing an appointment, the subtly of it being a type "A" or a type "B" engineer is not going to register on their radar. Do appointment CONFIRMATION emails make clear the difference?

I suspect that what has happened here is...

BT engineer completed the installation on time
But was a fail on install ... and thus became a fault (3 day delay before considering compensation)
Fault was passed to Circet because there was no obvious BT fault so could not go to BT
The engineering resource called up on was not BT so missed appointment compensation rules do not apply
Problem finally gets passed to BT engineering who have three more days before becoming eligible for compensation consideration

... and to the end user, the service did not work from installation. Hence the reference to "good will" compensation.

There is a lot to take out from this and hopefully use to avoid unfulfilled expectations in the future. Great sharing - thank you!