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Compensation? Still not recieved after the "30 days"

LizzieK
Hooked
Posts: 7
Thanks: 1
Registered: ‎23-09-2021

Compensation? Still not recieved after the "30 days"

At the beginning of last month my service went down, upon calling to report this fault I was told I would automatically recieve compensation for my down time. The fault has since been resolved and it has been over 30 days but I still have not recieved the compensation as promised
7 REPLIES 7
Baldrick1
Moderator
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Registered: ‎30-06-2016

Re: Compensation? Still not recieved after the "30 days"


Moderators Note

This topic has been moved from Broadband to My Account/Billing

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Gandalf
Community Gaffer
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Registered: ‎21-04-2017

Re: Compensation? Still not recieved after the "30 days"

Hi @LizzieK,

I'm really sorry we've not provided automatic compensation for the downtime you had.

I've calculated the amount and I've added the credit onto your account. You'll receive an email to confirm in 2 hours.

Let me know if there's anything else you need help with. 

From 31st October 2022, I no longer have a regular presence here as I’ve moved on to a new role.
Anoush Mortazavi
Plusnet
MartinGoose
Grafter
Posts: 36
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Registered: ‎08-10-2010

Re: Compensation? Still not recieved after the "30 days"

Seems to be a common problem. I am still waiting for just over £300 for a major outage some weeks back. There has even been another 3 day outage since!

Gandalf
Community Gaffer
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Registered: ‎21-04-2017

Re: Compensation? Still not recieved after the "30 days"

Hi @MartinGoose,

I'm really sorry for the loss of service you've had and apologies we haven't automatically applied the compensation.

I've manually calculated what we owe you and applied it as a credit towards your next bills.

I've dropped you an email Here which explains how I've worked that out.

From 31st October 2022, I no longer have a regular presence here as I’ve moved on to a new role.
Anoush Mortazavi
Plusnet
MartinGoose
Grafter
Posts: 36
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Registered: ‎08-10-2010

Re: Compensation? Still not recieved after the "30 days"

The amount you quote is incorrect. Question #227143900 records the fault as running from 26-08-2022 to 02-10-2022. I make that 37 days. The fault affected over 20 lines and required the ordering and replacement of a 600 pair cable.

I would have replied to the ticket but that does not seem possible.

Gandalf
Community Gaffer
Community Gaffer
Posts: 26,544
Thanks: 10,224
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Registered: ‎21-04-2017

Re: Compensation? Still not recieved after the "30 days"

Hi @MartinGoose,

I've read the ticket ref 227143900 again and I can see the fault began as a noisy line, but then on the 5th September you confirmed that the line is not working as of that morning, which suggests it was working previously? 

From 31st October 2022, I no longer have a regular presence here as I’ve moved on to a new role.
Anoush Mortazavi
Plusnet
MartinGoose
Grafter
Posts: 36
Thanks: 4
Registered: ‎08-10-2010

Re: Compensation? Still not recieved after the "30 days"

You are over interpreting the words 'noisy line'. At times there was noise that completely overpowered any dial tone. At other times the line was completely dead.  This rendered the phone unusable between the dates stated in the ticket. 

 

Perhaps you should speak to the various Plusnet staff involved who are aware of the details.

 

Please read my response on the ticket of 3:50pm, Saturday 1 Oct 2022 and the entry by Steven Watson - CSC Analyst 3:31pm, Saturday 17 Sep 2022