Compensation for loss of service and Full Fibre Delay not received

[#1]

Hi I received my bill today and it was supposed to have had the discount for a weeks outage i had in September and the 5-month full fibre delay but neither have been applied, the bill is the usual amount i was assured it would be applied when I switched from FTTC to full fibre can someone from staff find out what is going on, thanks  

[#2]

@Terranova667 These compensation credits are applied to your account thirty days after resolution of the problem - when were your issues fixed?

[#3]

@Terranova667  From your earlier post you should have received an email by now saying "Good news, you're due a credit"

I got one 16 days after my delayed FTTP activation. You will need to chase this up with staff.

[#4 · Accepted solution]

@jab1 Both were fixed in September I was told by @Windings  it would be on this months bill when I inquired after my switch from FTTC to Full Fibre. 

@RealAleMadrid  I haven't received any email in regard to credit, so yeah looks like something didn't happen as it was supposed to.

@Windings can you look into this for me please as you were the staff member that replied to my post in September when I asked about the compensation when going on to a new contract from FTTC to Full Fibre and said the compensation would be applied to this months bill, thanks. 

[#5]

Just had a call from Support and all is sorted out, turns out the ticket to add the compensation didn't close until yesterday hence why it wasn't on this month's bill, I should get an email with in the next 30 days and then done for next months bill, hopefully that works out. 

[#6]

Good its sorted. I had a phone outage for about 5 weeks but I had to chase compensation that I was expecting in Septs bill. My contract had just changed as well. All sorted quickly but just to be aware you may have to chase these requests - my credits are being applied in Nov (Landline fixed early Aug)

[#7]

Where an outage is due to a MSO it does need to be processed manually.

[#8]

Appreciate someone had to press a button but the help /advice common questions indicate it should be automatically applied in the case of loss of service. If this is not the case for this sort of outage it should be more clear that one has to request it. Plus though I have received email notifications that they have been applied I cant see them anywhere on my billing or noted on my member centre so that's another call