topic Compensation. Dealyed Provsion in My Account/Billing

Compensation. Dealyed Provsion

Bingstroller — Thu, 12 Feb 2026 23:03:29 GMT

Account username: xxxxxxxxx
We've reviewed your account and found that you are owed a credit. £218.40 will be credited to your account for the following reason:

Automatic compensation - Delayed provision

You'll see this amount deducted from your next bill and in your account on our Member Centre

I received this email from Plusnet and replied requesting the dates this was covering (as I believe it is on the low side.)
Over a week later I have had no response

After ordering last Oct I received this:

The engineer appointment to activate your broadband service is confirmed for 27/10/2025

My service actually went live on 14 Jan 26

So I thought compensation was paid at aboutout £6 per day - which would be about £360

Is there any way to check what dates Plusnet are using ?

Re: Compensation. Dealyed Provsion

MisterW — Fri, 13 Feb 2026 07:31:14 GMT

@Bingstroller

I received this email from Plusnet and replied requesting the dates this was covering (as I believe it is on the low side.)
Over a week later I have had no response

That's not surprising, I suspect the email was from a 'no-reply' address and was purely a notification.

The engineer appointment to activate your broadband service is confirmed for 27/10/2025
My service actually went live on 14 Jan 26
So I thought compensation was paid at aboutout £6 per day - which would be about £360

Compensation is actually £6.24/day so on the face of it , yours doesnt look correct (it calculates as 35 days!)

There are situations where the compensation 'clock' stops. If OPenreach needed a PTW (permit to work) then whilst that is being waited for, compensation is paused.

What caused the delay in your case ?

I would hope that one of the Plusnet staff who monitor this forum would pick this thread up and look into the situation. If they dont do that shortly then I'll tag someone

Re: Compensation. Dealyed Provsion

Townman — Fri, 13 Feb 2026 09:09:25 GMT

Commissioning delay compensation is only payable from the date of a CONFIRMED installation date. I’m guessing this is FTTP, which can be a multi stage installation for which there are slightly different engineer visit communications.

One uses the phrase “we aim to” which is connected with what could be a preliminary installation, not a committed date. Not being cognisant of that could lead to an expectation of a larger payout.

In addition to the clock stopping whilst waiting for PTWs there is a misconception amongst some in the business that delayed installation payments are capped at 60 days. For that to be applicable a cease compensation notice must have been issued. That cannot be done until after the 30th day of delay and must give 30 days notice of the intent to cap payment.

So for a 60 day payment limit, you would need to have received formal notice of the intention to cap.

The big issue with the PTW scam is that there is no way of knowing…

When the PTW was raised - it’s one thing knowing it’s needed, it’s a different matter of knowing it’s been raised and then is waiting for approval
Being confident it was raised correctly
Being confident that the clock restarted when PTW was granted, not when BTOR got back on the case

I am of the opinion that the grounds for the clock stop for PTW are nefarious as the wording of that part of the Ofcom code of practice is woolly. It would though require a challenge to be raised with Ofcom. There are two key clauses, one states that delays from third parties does not preclude payments … whilst another states that avoiding doing something which would be illegal does stop the clock.

Waiting for a PTW is a third party delay.
Proceeding with works without a PTW would be illegal.

Not paying whilst waiting for PTW looks like sharp practice which removes the incentive to get the job done.

Re: Compensation. Dealyed Provsion

Peter_JW — Fri, 13 Feb 2026 10:59:04 GMT

Thanks for reaching out to us about this, @Bingstroller.

I totally appreciate you'll want some clarity on this one, so I'm keen to make sure we get things investigated further.

I've just popped you over a private message so we can take a few more details 😊

Peter

Re: Compensation. Dealyed Provsion

Bingstroller — Fri, 13 Feb 2026 19:22:28 GMT

Thanks Peter,
appreciate your help and reply sent.

Re: Compensation. Dealyed Provsion

Bingstroller — Mon, 16 Feb 2026 21:04:27 GMT

Thanks to the others who have replied.

Once Peter has replied (0r a Plusnet rep)I will update this tread with the outcome.