I was scheduled a broadband installation on 17 August. It didn't happen till 21 days later. I won't bother people with the details of all the hassle I had with the many phone calls and messages I had during this very disrupting delay.
After the installation was finally completed I rang to check on the compensation and was told installation was 16 days late, not 21. After 1 1/2 hours on the phone the Plusnet operator finally accepted that I was right. There was a fault in the Plusnet system.
Now there is an agreement between Offcom and Plusnet that in this failure to start broadband situation the user gets £5.25 compensation for each day of delay. So I am due £110.25.
I have now had 3(!) emails each saying that I am due a credit of £36.75. Of course 3*36.75 = £110.25, but why 3 separate emails?
But the two-faced bit was in the next line which read - "Gesture of goodwill".
Nothing about the fact that they were committed to this by having signed up to Offcom's automatic compensation scheme.
So in summary I have had very poor service from Plusnet and they have tried to pass themselves off as being generous when they are not.
Hi there Dducks, Gestures of Good will are separate from compensation so this may be something else that's been arranged for you. Could you send over a PM to me with your username so I can check on that for you?
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