Automatic compensation for delayed activation (ongoing issue)

Contessa — Fri, 28 Jul 2023 17:34:36 GMT

I have an ongoing situation with a delayed activation of broadband.
Should I be billed in advance for a service that has not even been up and running for more than a month? When does automatic compensation kick in, and how does it work?

I understand that I am entitled to automatic compensation for each calendar day of delay, including the date of the switch. By my calculations, if the service goes live tomorrow, I should have enough credit for about 4 months....

The Plusnet service should have started on 26 June, when my previous provider ended their service (as instigated by Plusnet). It didn't happen; the router had not been ordered. Plusnet moved the start date to 28 June - then only connected the landline. I received a credit of £1.25 in anticipation of a staggered start to my broadband service, but that is all. Plusnet now tell me they are about to collect their direct debit next week, but I have no confidence that the service will be live.

Should I withhold this payment?

Re: Automatic compensation for delayed activation (ongoing issue)

adamwalker — Mon, 31 Jul 2023 09:16:18 GMT

Hi @Contessa

I'm really sorry about the delay to your order with us.

The automatic compensation gets applied within 30 days of the service going live, there's a guide here with the full details: Automatic Compensation | Help | Plusnet

I wouldn't withhold the payment as that could lead to restrictions and inconvenience for yourself and we'll definitely give you back what you deserve when the compensation get's applied.

Adam

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Automatic compensation for delayed activation (ongoing issue)

Re: Automatic compensation for delayed activation (ongoing issue)