topic Re: Compensation Credit Email Not received. in My Account/Billing

Compensation Credit Email Not received.

Terranova667 — Tue, 11 Nov 2025 07:48:18 GMT

Sorry for bringing this Topic back up I thought this was sorted but it seems it is not, I have not received the email stating I would receive the credit for the outage I had back in September despite being told on a phone call with Support I would, my next bill is due on the 20th I would very much like it to be sorted out in time for that bill.

@Windings or any other staff member can you sort this out please the ticket that was opened for this is closed for some reason so I can't add to it. thanks.

Re: Compensation Credit Email Not received.

Rach_H — Tue, 11 Nov 2025 14:48:03 GMT

Hi @Terranova667,

Welcome back to the Community!

I can absolutely understand your concern regarding your credit. I can see when you last spoke with the team you should receive this within 30 days. It seems like this hasn't been picked up just yet, but as we are still within this timeframe it would be unlikely that we could get this completed sooner. I am hopeful that this will be sorted before your bill is produced.

Rach

Re: Compensation Credit Email Not received.

Terranova667 — Fri, 21 Nov 2025 11:26:14 GMT

@Rach_H Hi thanks for the reply, I still haven't received any email has in regard to the credit owed and I received my bill for this month yesterday, can this be looked into please, I feel the automated process is to do the credit isn't working and may require it being added manually, thanks.

Re: Compensation Credit Email Not received.

Katie_B — Fri, 21 Nov 2025 13:55:30 GMT

Hi @Terranova667.

Thanks for getting back to us.

I am sorry to hear you have still not received your refund.

I have popped you over a private message.

Katie

Re: Compensation Credit Email Not received.

Townman — Mon, 24 Nov 2025 14:20:40 GMT

Was the outage a single line or something associated with a MSO event?

MSO compensation is not applied automatically, it requires manual intervention ... if this is applicable, it would be wise to make the MSO 'influence' clear to those seeking to assist you, so that they do not lean to the expectation that it will happen without manual assistance.

Re: Compensation Credit Email Not received.

Terranova667 — Tue, 25 Nov 2025 08:00:13 GMT

@Townman It was a five day outage, so it seems manual intervention was required, which has now happened after @Katie_B / @Debbie_G passed it to whoever needed to manually add the credit, I finally got the email, although too late for this months bill so will wait for next months and see if it's there this time.