Still waiting for compensation (home phone

[#1]

We were without a phone over XMAS (Question #252200344 ) and were told we'd receive compensation within 30 days (counter started on 31 Dec 2025)

Still heard NOTHING, how do we chase as it looks like the Question #252200344 has been just closed?

[#2]

Was the issue resolved on 31st December?

What day was it reported?

Was it part of an MSO?

The fault needs to have been reported and the report to fix window before compensation becomes payable does not (AIUI) include weekends or bank holidays.  Where a fault has been reported which is part of a MSO, then the compensation (if payable) needs to be processed manually.

If my understanding is correct, a fault reported on 24th December and fixed before 23:59 on 31st December (that being the 3rd working day following the reported outage), will not be eligible for automatic compensation.

Where compensation is payable, one does not receive a payment, rather the value of the compensation is credited against the next bill and will appear on the account in the next billing cycle.

[#3]

Yes it was resolved then, we'd actually reported it before Christmas (8:45 23 Dec) , our pre xmas BT visit was cancelled at the last moment as no-one was available.

We have several elderly relatives who may have tried to call us and would not have got through and we were switched to a different phone number somehow.

we commented to <redacted> - CSC Analyst; 11:30am, Thursday 1 Jan 2026

Yes the fault has been resolved, but we were without a phone for 9 days, OVER XMAS and had to use our PAYG mobiles as the only means of contacting people, and many older relatives don't have mobiles so would have been unable to contact us.
We think we spent at least £6 using our mobiles to contact you and others, and have no idea what calls we may have missed, so what compensation is Plusnet going to make, especially as we've been a faithful customer for more than 10 years now

Since then, just silence

Moderator's note:
CSA name(s) removed (to an area staff can see) as per Forum rules.

[#4]

Who cancelled the appointment, you or Openreach?  If the latter, then you might also get a missed appointment payment.  If you cancelled then you might not get anything.

As for a different number - that sounds like a crossed line.  You should look at the closed ticket history to see what Openreach reported.

Probably best to phone support.

[#5]

Openreach cancelled the appointment, we were up early only to get a SMS saying call had been cancelled due to lack of anyone available.

SMS has been deleted.

Plusnet reported "I have checked on this fault today and can see that the engineer ran out of time on 24/12/25."

then later

[CSA Removed] - CSC Analyst

11:30am, Thursday 1 Jan 2026

Dear Mr Barnes,

Thanks for your patience while we investigated your fault.

Our suppliers have advised that they have resolved the fault affecting your services. Upon testing the connection today we can see that it is working correctly.

As we've not heard back from you following our previous messages, we've now closed the fault report as resolved.

In reality heard nothing, it's just that I got a reminder I'd set on 2nd Feb to check if any compensation that prompted me to start this chase, after all, the following would suggest to me that I should have had SOME further communication from Plusnet, not for me to have to pursue?

Your Response

11:51am, Thursday 1 Jan 2026

Yes the fault has been resolved, but we were without a phone for 9 days, OVER XMAS and had to use our PAYG mobiles as the only means of contacting people, and many older relatives don't have mobiles so would have been unable to contact us.
We think we spent at least £6 using our mobiles to contact you and others, and have no idea what calls we may have missed, so what compensation is Plusnet going to make, especially as we've been a faithful customer for more than 10 years now

[CSA Removed] - CSC Analyst

2:22pm, Thursday 1 Jan 2026

Dear Mr Barnes,

Thank you for your patience.

The compensation is added automatically within 30 days, so now the fault has been resolved I will close this ticket and if you do qualify for compensation you will be notified within the next 30 days.

I will include a link below with more information about our compensation scheme.

https://www.plus.net/help/legal/automatic-compensation/

Kind regards,

[CSA Removed]

[Email notification sent to: [Removed]]

Having been a customer for more than 10 years, this is NOTHING like the previous very good Plusnet service I'd experience

Moderators Note: Personal information removed and CSA Name removed as Forum rules

[#6]

Can you get someone in Plusnet support to come back, preferably by email as I have bad tinnitus and find phone conversations hard to follow

[#7]

@dougjbarnes1 

Certainly support in this place is not what it used to be!

As for compensation it certainly works fine if there’s a clear eligibility … it’s the fringe cases which are unclear…

• Does a late cancellation equate to a missed appointment 
• Are weekends and bank holidays excluded from the 72 hour repair window

Is your personal need registered on your account?

@Leanne_T  / @Christopher_G  / @Chris_S there is enough info in here to identify the user, can you please engage the appropriate team and get contact established via a ticket please.

[#8]

Question #252200344 should surely identify my details correctly?

[#9]

@dougjbarnes1 if you are referring to the redaction , then don't worry , Plusnet staff still have access to all the details in the question. Its just that this is a public forum and so posting personal information such as real email addresses is not a good idea. I asked the moderators to remove it from the post for safety, together with the actual CSC names

[#10]

Hi @dougjbarnes1 

I've sent you a private message to try and get you some extra support with this.

Chris