topic Re: outage compensation in My Account/Billing

outage compensation

iiswydopn — Sat, 03 Jan 2026 11:45:08 GMT

Back in November I had an outage which resulted in 5 days of no connection. It started on Thursday 20th and I was back on line on Tuesday 25th.

I rang on Friday 21st and was told I would be due compensation except for the first 2 days which ofcom won’t allow. I was given 30 days to follow up if I didn’t hear any more.

Ringing up the other day I was told I would not be receiving anything – according to ofcom rules.

Apparently because I didn’t ring about the outage on the 20th (Thur), that doesn’t count and somehow in spite of informing Plusnet on the Friday and normal service was only back on Tues 25th

I don’t get anything!

By my ‘calculation’ Friday and Saturday constitute the two ‘unallowed’ days, leaving Sunday and Monday due for compensation. I don’t think I can make this any clearer, but I will repeat:-

Thurs: didn’t inform therefore no compensation for that day.

Fri: Informed plusnet about outage, 1st unallowed day.

Sat: 2nd unallowed day.

Sun + Mon: 2 days compensation due.

Tues: Back to normal service.

It would seem as soon as one gets an outage, ring up straight away, even if it turns out to be for 5 minutes!

Also look at this scenario:-

2 people are affected the same days with an outage.

Person A rings the 1st day.

Person B rings the 2nd day.

Both entitled to compo.

Person A gets an extra day.

Discrimination?

Where do I stand Plusnet, and more importantly WHY?

Re: outage compensation

MisterW — Sat, 03 Jan 2026 12:02:21 GMT

I rang on Friday 21st and was told I would be due compensation except for the first 2 days which ofcom won’t allow.

I'm afraid its 2 working days. Ofcoms scheme details are here https://www.ofcom.org.uk/siteassets/resources/documents/consultations/uncategorised/98684---automatic-compensation/associated-documents/industry-code-of-practice-for-automatic-compensation-2024-v1.pdf?v=392135 but the essence is that if the fault is fixed by midnight on the 2nd working day after its reported then compensation isnt due.

such fault is not resolved by 11.59pm on the day two working days after the fault is
reported by a customer (the “Payment Trigger Time”), unless the customer has
requested a later date for repair. For example, if a fault is reported on a Monday,
compensation will become payable if the fault has not been fixed by the Payment
Trigger Time of 11.59pm on Wednesday.

In your case the 2nd working day after reporting would be the Tuesday.

Re: outage compensation

DJMcKenzie87 — Sat, 03 Jan 2026 19:20:32 GMT

Regarding outages in your local area, broadband service is beyond your control and Plusnet's control, as Openreach manages the primary network infrastructure.

Should your line experience a fault that is subsequently rectified by Plusnet and Openreach, you will automatically receive a refund for the affected days. Plusnet will notify you within 30 days regarding the credited amount to your Plusnet account.