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.

[#8]

@James_B 

On a procedural point, can the claim that the payment window has been changed from 30 days to 40 days be ratified or denied please.  The most recent Ofcom guide to the scheme (March 2025) still references within 30 CALENDAR days after resolution.  It would be easy to understand that a CSA might think that the scheme rules referred to 30 working days ... which indeed might be 40 calendar days.  The time for reflection and penance in this arena of failure is not as long as Lent!

[#9]

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@MisterW wrote:

So I pointed out that it was £9.98/day delay in fixing a fault , not £6.24!.

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Indeed @MisterW - confusion abounds.  It really does not help that Ofcom is atrocious in maintaining their documentation.  The most recent version of the guide I found (7th March 2025) has somewhat lower figures - see https://share.google/NpxZJJulRze3JwrFU

These are wildly different from those published elsewhere...

Service Issue	April 2019 - March 2021	April 2021 - March 2024 (approx)	April 2024 - March 2025 (approx)	From April 2025
Delayed Repair after loss of service	£8 per day	~£9.76 per day	£9.98 per day	£9.98 per day
Missed Appointment (engineer/provision)	£25 per missed appointment	~£30.49 per missed appointment	£31.19 per missed appointment	£31.19 per missed appointment
Delayed Start of a new service	£5 per day	~£6.10 per day	£6.24 per day	£6.24 per day

It would appear that the 7th March 2025 document is a hack of the original document ... but given that there is no change control on the document (basic BSI:90001 process control) it is inevitable that there is much confusion from the totally not fit for purpose telecoms regulator.

The above summary suggest that the compensation inflation escalator "Payments will increase from 1 April each year based on Consumer Price Index (CPI) as of 31 October in the previous year." was not applied from April 2025.