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Poor broadband service and two-faced emails

Posts: 7
Registered: ‎22-12-2007

Poor broadband service and two-faced emails

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.



Plusnet Help Team
Plusnet Help Team
Posts: 16,736
Thanks: 846
Fixes: 216
Registered: ‎27-04-2007

Re: Poor broadband service and two-faced emails

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?

If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team