topic Re: Refund and compensation for no broadband in Plusnet Feedback

Refund and compensation for no broadband

Hattie — Wed, 03 Oct 2018 20:27:35 GMT

Is it normal to only be offered £15 over a three month period after having no broadband for 18 days and having to wait in for an engineer who had been cancelled by an advisor especially as every email tells me I’ll be charged £65 if I’m not in when the engineer arrives. The fault, according to Openreach was found to be underground in the street, and took 3 separate engineers to rectify the problem. Any comments please.

Re: Refund and compensation for no broadband

Jonpe — Thu, 04 Oct 2018 00:01:06 GMT

I think PN only refund your BB charge for the days you had no service so £15 for 18 days approximately equates to a monthly charge of £25. They may also offer a 'goodwill payment' if you ask. Moves are reported to be afoot by the powers that be to force companies to make a small payment to customers who wait in for engineers etc. who don't turn up, but I don't think this has come into effect yet.

Re: Refund and compensation for no broadband

Gandalf — Thu, 04 Oct 2018 12:21:28 GMT

Sorry to hear you've had issues with your service.

As well as the discounts applied as per Here it looks like we've applied a refund and credit to your account as per Here and Here.

Let us know if you have any further queries.

Re: Refund and compensation for no broadband

Hattie — Thu, 04 Oct 2018 17:46:01 GMT

Hi Gandalf, so does this mean I'll be receiving all three "Here's" total £43-49

Re: Refund and compensation for no broadband

Mads — Thu, 04 Oct 2018 18:55:24 GMT

That is correct @Hattie