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Compensation

FIXED
plustrev
Grafter
Posts: 58
Thanks: 2
Registered: ‎04-03-2009

Compensation

Can someone (staff?) help with my compensation.

Arranged upgrade to FTTC, should have happened on 13 April.

They disconnected ADSL on that day but did not connect the fibre, so no internet.

Reported on 14 April arranged visit for 15 April but sent wrong man.

Another visit for 18 April when the correct engineer came and found it had not been connected in the cabinet. So service resumed.

I have only been credited with one Days compensation.

Must be wrong for the slap dash engineering work and the long delay out of service.

Thanks

2 REPLIES 2
pjmarsh
Superuser
Superuser
Posts: 4,035
Thanks: 1,579
Fixes: 20
Registered: ‎06-04-2007

Re: Compensation

Fix

I'm not staff, but that would seem to fit with Ofcoms Automatic Compensation scheme: https://www.ofcom.org.uk/phones-telecoms-and-internet/advice-for-consumers/costs-and-billing/automat...

It starts counting from two full days after it is reported, and pays out for each calendar day that the service is not repaired.

So, if you reported it on the 14th, then the 15th and 16th would be the days being counted before compensation.

Compensation would start on the 17th.

So say it was fixed on the 18th, so it has only been 1 full calendar day to pay out according to the Ofcom rules.

Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.

plustrev
Grafter
Posts: 58
Thanks: 2
Registered: ‎04-03-2009

Re: Compensation

Thanks pjmarsh.

One day seems a shame when I was without internet for 5 and a half days.

Especially when it was caused by bad workmanship.

But thanks for clarifying.