topic Re: Compensation for loss of service in Broadband

Compensation for loss of service

Lucy84 — Fri, 20 Jan 2023 17:06:31 GMT

On 28th Dec 2022 I reported a loss of service via the online help and automated text chat service. I received a reply on 29th Dec 2022 to tell me that there was a total loss of service across my local area due to a major service outage. It had already been escalated up to BT Openreach and was due to be fixed by 10th January 2023.

It was actually fixed a bit quicker, I think by 4th January 2023 however, we're still without any service (no broadband OR phone line) for 8 days.
I read that Plusnet is signed up to the OfCom automatic compensation scheme and it should compensate £8.40 per day, but this has not been applied to my account.

Any ideas as to why?
Thanks

Re: Compensation for loss of service

Lucy84 — Fri, 20 Jan 2023 17:10:39 GMT

*however, we were still without service for 8 days.
That's what I was supposed to type!

Re: Compensation for loss of service

Lucy84 — Fri, 20 Jan 2023 17:11:18 GMT

*however, we were still without service for 8 days.
That's what I was supposed to type!

Re: Compensation for loss of service

jab1 — Fri, 20 Jan 2023 17:18:25 GMT

@Lucy84 This compensation is applied as a discount on your monthly invoices. When is your billing date?

Re: Compensation for loss of service

Lucy84 — Fri, 20 Jan 2023 17:22:55 GMT

Billing date is 28th Jan. Have received the bill today via email.and no reductions or compensation is showing.

Re: Compensation for loss of service

jab1 — Fri, 20 Jan 2023 17:27:09 GMT

In that case, I suggest you give Plusnet a ring, although if your invoice date is the 28th, I'm a little surprised you have received it today.

From my experience, when I was a PN customer, I was only advised on the date of issue.

Re: Compensation for loss of service

SammyM — Fri, 20 Jan 2023 17:51:11 GMT

Hiya @Lucy84,

I'm sorry for the confusion and the hassle it's causing you. We send an email after 30 days of the fault being resolved and this will confirm the amount.

It is then added to the following bill from that point, please don't worry your email will come through soon

Re: Compensation for loss of service

jab1 — Fri, 20 Jan 2023 17:57:54 GMT

@SammyM Thanks for the detail - I wasn't aware of the full procedure. 😉

Re: Compensation for loss of service

Lucy84 — Fri, 20 Jan 2023 18:29:46 GMT

Thank you. I'm possibly a bit ahead of myself then. I'll keep an eye out and see what happens in February.

Re: Compensation for loss of service

Lucy84 — Tue, 21 Feb 2023 20:53:43 GMT

Hi,

Please can someone advise further on this as I have received my bill for February and there is NO compensation showing.

I thought I would be entitled to the £8odd a day for the few days I was without service.

Plusnet could you call me to discuss please?

Thank you

Re: Compensation for loss of service

jab1 — Tue, 21 Feb 2023 21:04:31 GMT

@Lucy84 If your invoice date is the 28th of the month, how come you have received it today? Irrespective of that, have you received the email yet?

Re: Compensation for loss of service

Lucy84 — Wed, 22 Feb 2023 07:21:50 GMT

It's been over the 30 days and I have not yet received any email from plusnet.

On my login it says my billing date is the 20th of each month, but the payment leaves my account on theb28thbof each month. I don't know how or why it does but it suits me as the 28th so I don't want to change it!

Re: Compensation for loss of service

jab1 — Wed, 22 Feb 2023 08:12:02 GMT

OK - I realised that you were invoiced on the 20th of the month, but only after I had logged off for the night - was going to correct this this morning. The 7/8 day gap between your invoice date and the payment leaving your account is due to the way PN place their payment process with the banks.

If you have not received the email, I would contact PN by phone - you should have. Also note that the compensation will only be for 5 days - the Service Level Agreement between PN (and other residential providers) allows Openreach 3 working days from you reporting an issue to them sorting it, and those days are excluded from any compensation calculations.

Re: Compensation for loss of service

csmith94 — Wed, 22 Feb 2023 08:23:07 GMT

Hi @Lucy84

Thanks for getting back to us, I've dropped you an email to let you know what I've done today to resolve this. As it does include account specific info I'm not able to send the same over here.

You can also view the same message on your member centre here.