topic Compensation in My Account/Billing

Compensation

magnummalum — Mon, 20 Jul 2026 09:47:05 GMT

I have this from plusnet

Regarding your query around compensation. The Ofcom automatic compensation daily rate will apply to this period of delayed activation. Providers that signed up to the scheme will provide compensation for delayed repairs following a loss of service, missed repairs or provision appointments, and delays to the start of a new service.

For delayed provision the rate of £6.46 for each calendar day of delay, including the missed start date is applied.

However this wasn't delayed activation it was 'Delayed repair following total loss of service'
For which the compensation should be

Compensation will be due if you have a total loss of service which isn’t fixed by 11.59pm on the second working day after the fault is reported
We'll pay you £10.34 for each day, after the two working days, that the service isn't fixed

It was activated. It didn't work and then it took almost a month to fix. This is not the same as delayed activation.
Outage reported on 18th June. Repair completed 14th July
That's 26 days. Take of th two days you don't pay. That's 24 Days
Compensation should be £248.16

Re: Compensation

Baldrick1 — Mon, 20 Jul 2026 11:45:01 GMT

@magnummalum

If the service never worked after an attempt to activate a new service then I would argue that it was never fully activated. Whist no doubt there will be some debate on this, there’s nothing that community members can do to help resolve the argument.

If you are unhappy, I suggest that you raise a complaint.

Re: Compensation

magnummalum — Mon, 20 Jul 2026 12:47:21 GMT

I think there is an argument that it was activated. Indeed our neighbours would feel that it was activated since it cut them off from the internet, as their ONT was registered to our address.

I will raise a complaint.
Just sharing the experience (poor so far) to benefit other people.