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My broadband went down for nearly two days, how do I get a refund?

benjikj08
Newbie
Posts: 3
Registered: ‎23-11-2022

My broadband went down for nearly two days, how do I get a refund?

Last month my brand and went completely down unexpectedly for nearly two days and it was due to an external issue, nothing to do with me. I expected an automatic refund for the inconvenience, especially as I had to go to a cafe and spend a load of money to use their internet for the working day. I'm very surprised that this wasn't automatic, but seems I have to request it. How can I do that?
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Baldrick1
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Re: My broadband went down for nearly two days, how do I get a refund?

@benjikj08 

It is automatic but only after 2 full working days after you reported it, See. https://www.plus.net/help/legal/automatic-compensation/

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benjikj08
Newbie
Posts: 3
Registered: ‎23-11-2022

Re: My broadband went down for nearly two days, how do I get a refund?

It's been a month and a half... No credit on my account that I can see at all.
Baldrick1
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Re: My broadband went down for nearly two days, how do I get a refund?

@benjikj08 

You said that your fault was fixed in less than 2 days so compensation is not payable.

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dvorak
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Re: My broadband went down for nearly two days, how do I get a refund?


Moderators Note


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

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benjikj08
Newbie
Posts: 3
Registered: ‎23-11-2022

Re: My broadband went down for nearly two days, how do I get a refund?

Right, well that's bloody ridiculous. It was two full working hour days. Get that's just the policy, but that's a ridiculously bad policy. If this happens again, I will 100% be moving provider.

jab1
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Re: My broadband went down for nearly two days, how do I get a refund?

@benjikj08 I have a feeling other ISPs will have a similar policy.

John
Townman
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Re: My broadband went down for nearly two days, how do I get a refund?

All ISP's policies are set by Ofcom, so changing ISP will not make a jot of difference.  Such is the consequence of trying to run business activities on a residential grade line.  Residential lines have a SLA of 72hours.  Depending on the level of repair service chosen, BUSINESS grade services can be rectified much sooner ... but then you pay business grade fees.

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.