Can I have this months bill waived?

[#1]

Just curious before I make the phone call, have moved house, situation where we have bought before selling, still own house A that we have moved from, into house B.

Plusnet given the move date for today, 2nd of April. Broadband in house A disconnected. Engineers cannot come to house B until the 22nd of April to connect us.

That is 20 days no broadband, almost the whole month. Is this worth me ringing and asking for this months bill to be waived or atleast heavily discounted, or should I expect a giant no.

Edited to add mentioning of still having access to house A is we were hoping broadband would still be connected slightly longer so we could WFH in house A while waiting for the broadband change, this is no longer an option with having no broadband at either home for what feels a significant length of time.


Thank you!

[#2 · Accepted solution]

Property ownership has no bearing here.

Did you request concurrent cease at A and provision at B?

Were you given a CONFIRMED date for provision of service at B, if yes and it was for 2nd April, then there are other considerations.

If you had a CONFIRMED date for the provision of service at B of 2nd April, frankly I would do nothing, for you should be covered by the delayed activation compensation scheme which is be far more than your monthly bill.  (£6.46 per day x 20 days = £129).  See...

Ofcom Automatic Compensation Scheme

Plusnet is signed up to the Ofcom Automatic Compensation Scheme - see Automatic Compensation FAQs. Plusnet will pay automatic compensation in the following circumstances:

1. Delayed activation of your broadband and/or landline service
2. Delayed repair following a total loss of service
3. Missed appointments

For compensation to be paid (as a credit to your account), you must have a CONFIRMED date for the failed activity. Compensation is credited within 30 days following the resolution of the issue giving rise to the claim.

To see what is happening in detail, check the ticket history on your account - log into the portal in another tab, return here and click the PN TICKET link below. Look at the details of the tickets; if there appears to be no activity after the due date, contact support.

Note: Outages arising from a Major Service Outage (MSO) event need to be processed manually, so you might need to contact support.

If you did not have a confirmed date, then you are looking for a good will gesture!

[#3]

Elaborating on this, you might also be entitled to a missed appointment payment, unless (from the Ofcom code)...

24. Compensation is not payable if the Communications Provider gives notice of a change or cancellation of the appointment at least 24 hours’ in advance of the original appointment time or if the customer otherwise agrees to a change in the appointment time slot for the same day (such agreement must be recorded by the Communications Provider or its agent on its behalf, which may be done by a customer service agent on the phone or by an alternative means).
25. The amount of automatic compensation payable shall be a minimum fixed fee of £32.31.

So your key considerations are...

1. Were you given a confirmed date for the activation of the service at the new address
2. Were you given an appointment
3. Was the appointment cancelled 24 hours prior to the given date / time

The question to ask support is not "Will you waive this month's charges" but rather "Does the failure to provision the service on the confirmed date invoke the Ofcom automatic compensation scheme for a failed appointment and a delayed installation?".

If you were to get both and installation is delayed 20 days, the credit could be enough to pay for 3 month's service charges.