topic Compensation scheme in My Order

Compensation scheme

Johno108 — Fri, 20 Dec 2024 08:50:27 GMT

I have been with Plusnet for many years. In september I upgraded from Fibre to Full Fibre and was given an install date of 24th September, but due to delays with Openreach etc Full Fibre was finally installed on 15th November. All along the ordering process I was led to believe the compensation scheme would be appliable in my case. After 30 days of the new install there was still no automatic compensation. So is compensation still offered for a delayed install (Fibre to Full Fibre) even if there is no loss of service?

Re: Compensation scheme

MisterW — Fri, 20 Dec 2024 08:59:45 GMT

So is compensation still offered for a delayed install (Fibre to Full Fibre) even if there is no loss of service?

@Johno108 It depends!. If the original date was a 'committed' date by Openreach, then compensation should still be payable. However, often the initial dates are 'estimated' and require an OPenreach survey to assess any installation problems before a committed date is provided. Check back through your emails and if necessary any 'tickets' on your account to see when a committed date was given. Login to the member centre and go to https://www.plus.net/wizard/?p=search , check any closed 'questions' since the Full fibre order.

Re: Compensation scheme

Johno108 — Fri, 20 Dec 2024 09:13:28 GMT

Hi, Thanks for prompt response.
I contacted Plusnet and after reviewing the case they stated it was a mistake regarding the compensation and have offered me a 50% gesture goodwwill payment of 29 days compensation, not sure where I stand here?

Re: Compensation scheme

Anonymous — Fri, 20 Dec 2024 09:22:33 GMT

@Johno108

"offered me a 50% gesture goodwwill payment of 29 days compensation, not sure where I stand here?"

Have you actually suffered any financial loss?

How does the cost of your new Full Fibre package compare with the price of your previous one? Fibre can be cheaper than copper.

Re: Compensation scheme

Johno108 — Fri, 20 Dec 2024 09:36:16 GMT

I think the point I am trying to make is that every Plusnet advisor stated the compensation scheme would be applicable in my case, and this made the 2 month delay in actvation more
palatable. But then to be informed I was misinformed all along was rather annoying! Its not a case of been out of pocket or what deal is cheaper.

Re: Compensation scheme

Baldrick1 — Fri, 20 Dec 2024 09:56:38 GMT

Moderator's note:
Duplicate post on Full Fibre board removed. Duplicate posts cause confusion and are against Forum rules

Re: Compensation scheme

MisterW — Fri, 20 Dec 2024 10:04:41 GMT

@Johno108 have you reviewed the tickets/emails ? When were you given a committed date ?

Re: Compensation scheme

Johno108 — Fri, 20 Dec 2024 10:30:20 GMT

Iv got an order promised date from BT Wholesale of 23 September, I have screenshots but unable to attach?

Re: Compensation scheme

Johno108 — Fri, 20 Dec 2024 10:49:01 GMT

Basically, Plusnet have stated the compensation scheme is NOT for current customers who upgrade to Full Fibre as long as there is no break in their regular service, ie their current broadband or telephone lines are not affected during the wait for the upgrade to full fibre. I just want confirmation this is the case?

Re: Compensation scheme

MisterW — Fri, 20 Dec 2024 10:55:08 GMT

I contacted Plusnet and after reviewing the case they stated it was a mistake regarding the compensation

In that case , I'd get back to them and ask on what basis was it a mistake ?

edit: our posts crossed.

It sounds like they are using the terms of the Ofcom compensation scheme whereby they can limit payment if they provide a suitable alternative whilst the install is delayed. Since your existing service continued to work, that would meet that criteria

https://www.ofcom.org.uk/phones-and-broadband/service-quality/automatic-compensation-need-know/

Re: Compensation scheme

Johno108 — Fri, 20 Dec 2024 10:51:38 GMT

See above

Re: Compensation scheme

Johno108 — Fri, 20 Dec 2024 11:24:11 GMT

Hi, yes thats fair enough. Plusnet apologised and stated the mistake they made was to let me believe compensation would be allowed in my circumstances, and that is why they offered the gesture of goodwill. Maybe some Plusnet staff mention the compensation scheme to appease customers without knowing the full details..

Re: Compensation scheme

Johno108 — Fri, 20 Dec 2024 11:30:04 GMT

Hi, Out of interest I never received the cease notice relating this : After 30 days of an automatic compensation payment occurring, they can serve a cease notice to let you know that automatic compensation payments would stop after a further 30 days.

Re: Compensation scheme

MisterW — Fri, 20 Dec 2024 11:37:13 GMT

It seems they are saying that automatic compensation doesn't apply to upgrades since a service still exists\. Wheter that's the letter of the Ofcom scheme is uncertain ? They seem to to using the spirit of the scheme to provide a goodwill gesture instead. Without raising a complaint and possibly possibly going to arbitration I suspect we won't know whether Ofcom intended the scheme to cover upgrades

Re: Compensation scheme

Townman — Fri, 20 Dec 2024 12:05:53 GMT

@MisterW wrote:

It sounds like they are using the terms of the Ofcom compensation scheme whereby they can limit payment if they provide a suitable alternative whilst the install is delayed. Since your existing service continued to work, that would meet that criteria

https://www.ofcom.org.uk/phones-and-broadband/service-quality/automatic-compensation-need-know/

I do not see in the text in the link anything to suggest that payments are not payable (or can be limited) if a suitable alternative is provided / available. Have I missed something?

An order for a new service is an order for a new service, there is nothing I can see within the scheme in this context which mentions being without service through that delay. Consider: a user is migrating from provider A to provider B, there is a confirmed date, it is missed; when it is finally met and provider B's service goes live compensation is payable ... even though there has been no interruption to (loss of) the service from provider A.

What is key here is the precise wording of the email which relates to the date given. If it says "we aim" then it is a stage one install date, which is not a confirmed date. We saw this recently from one poster who was being extremely economical with the details hunting for £360+ compensation for a delay based on the "we aim" stage one install date ... ignoring the subsequent confirmed date notification.

Re: Compensation scheme

Johno108 — Fri, 20 Dec 2024 12:59:35 GMT

The Plusnet chap said it was a very unusual case, after reading through all the emails etc he spoke to his manager, and they confirmed compensation is not due, but as a gesture of goodwill they will credit my account with 29 days x £6.10 as I was misinformed from the outset about potential compensation. They were quite adamant about the ruling.

Re: Compensation scheme

Baldrick1 — Fri, 20 Dec 2024 13:22:34 GMT

Is an ‘upgrade of fibre to full fibre’ the provision of a new service, or to use @Johno108‘s words, an upgrade of an existing service?

Is the change from fibre to SOGEA the provision of a new service? Where do you draw the line?

Re: Compensation scheme

Townman — Fri, 20 Dec 2024 14:20:22 GMT

And this is where the lawyers step in.

In either of the cases described above if there is a change in provider (and the given date is a CONFIRMED date) then there is no question that compensation would be payable. Whatever, the measure of failure is set against Openreach’s performance / failure. Valid claims are reimbursed by OR

This case pivots on the precise wording of the email referencing the 24th September. Previously we have seen FTTP stage 1 / complex installation communications (“we aim to”) as being CONFIRMED activation dates as relevant in the compensation scheme.

As with many business processes there’s devil in the details - and some staff will get things wrong. Such infuriated me when working, but I got told it’s part of being human!! If BTOR are not backing the failure, then the best one might get is Plusnet’s goodwill offers.

Re: Compensation scheme

Champnet — Fri, 20 Dec 2024 14:25:45 GMT

For such a small amount the moment someone mentions Lawyers I'd just accept the offer and say "Thank You".

Re: Compensation scheme

Johno108 — Fri, 20 Dec 2024 14:32:46 GMT

In my case, Plusnet staff appeared to offer the compensation as an incentive/insurance as a way of keeping me happy to wait for 2/3 months before full fibre was installed. Otherwise I may have looked elsewhere. Then after 30 days after install the goal posts had moved again! Hence the goodwill gesture.