30 day compensation scheme now changed to 40

[#1]

I was expecting to receive compensation for a 2.5 week loss of broadband and phone in my when my bill arrived for the beginning of December ( Fault was 20/10 to 7/11).

I called Plusnet and was told they have now increased the 30 day period to 40.

Not to happy to be told that, they confirmed I had an outstanding repayment but couldn’t manually credit me as a double credit might happen when their system caught up.

Any had the same issue?

[#2]

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@davebd wrote:

I called Plusnet and was told they have now increased the 30 day period to 40.

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Interesting, although there has been no official notification of that.

Wonder if someone was making it up as they went along - seems to happen quite a lot, over various issues.

@Townman  / @MisterW  ?

[#3]

Wonder if someone was making it up as they went along

Very likely! As its happens I've just had a discussion(read argument!) with a TalkTalk CSA regarding automatic compensation for my neighbours faulty broadband. It went off about 27 days ago, and at the time they claimed it was a router problem and they would send a new router. TBH I was very doubtful but hey! that seems to be the fault process these days! Anyway the router finally arrived today (supply problems apparently!). So I replaced it and much to my amazement, after a firmware update it seemed to work.  So then the CSA tells my neighbour he will be entitled to £6.24/day automatic compensation!. Hang on I say, let me talk to him!. So I pointed out that it was £9.98/day delay in fixing a fault , not £6.24!. The CSA tries to say that its a delay in supplying equipment and so its only £6.24. 'Rubbish', I say its not a delay in providing equipment for a new service , its delay in fixing a fault. The fact that the fix required replacement equipment is irrelevant!. After a bit of to and fro, he agreed to review it. 'Please do' I say and if you don't come back with £9.98/day then I'm sure your customer will be raising a further complaint...

[#4]

Moderator's note:
Thread moved from Broadband to My Account/Billing.

[#5]

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@davebd wrote:

I was expecting to receive compensation for a 2.5 week loss of broadband and phone in my when my bill arrived for the beginning of December ( Fault was 20/10 to 7/11).

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We'll add it as a credit to your account within 30 days of a missed appointment, activation of service, or fixing of the total loss of service fault.

The credit to your account is not yet due, so would not have been included in your last bill.

[#6]

@Baldrick1 Maybe not - but the 'information' supplied by the CSA is still incorrect, which was my point.

[#7]

@jab1 I'm not disputing this. To avoid disappointment, in my experience, Plusnet's within 30 days is best interpreted as in 30 days.