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No refund despite broadband issues

AgnesB
Newbie
Posts: 2
Registered: ‎16-03-2019

No refund despite broadband issues

Last month I reported that my broadband was down and called customer service, a problem was identified by Openreach and my ticket number was TR0000015277642.  No refund has been given the time my broadband was down and I am looking for some support regarding this.  Thanks.

 

Agnes

7 REPLIES 7
jab1
Legend
Posts: 17,104
Thanks: 5,487
Fixes: 255
Registered: ‎24-02-2012

Re: No refund despite broadband issues

@AgnesB Welcome to the forum. How long was your connection down for? Note compensation, if payable is credited to your account, not paid out.

John
dvorak
Moderator
Moderator
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Registered: ‎11-01-2008

Re: No refund despite broadband issues


Moderators Note


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

Customer / Moderator
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If it fixed it click 'This fixed my problem'
AgnesB
Newbie
Posts: 2
Registered: ‎16-03-2019

Re: No refund despite broadband issues

Hi, it went down on the 4 November and was back on the 7 November.

jab1
Legend
Posts: 17,104
Thanks: 5,487
Fixes: 255
Registered: ‎24-02-2012

Re: No refund despite broadband issues

In that case, I doubt compensation is payable - it is only due from the third day from reporting.

John
Townman
Superuser
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Posts: 23,042
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Registered: ‎22-08-2007

Re: No refund despite broadband issues

@jab1 

We should not confuse (conflate?) ...

  • Refund of subscription charges for loss of service
  • Compensation for delay in restoration of service

The former is what Plusnet used to do for the days that the service was unusable - it was just £pcm / 30 x days of no service.

The latter is something else, in respect of delay in delivering services...

Ofcom Automatic Compensation Scheme

Plusnet is signed up to the Ofcom Automatic Compensation Scheme - see Automatic Compensation FAQs. Plusnet will pay you 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, you must have a CONFIRMED date for the failed activity. 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 recent activity, contact support.

 

As you stated above, the service was restored within target service times, so compensation is not due here ... however a refund of the monthly charge (if Plusnet still do that) might be applicable.  If they do, it will probably be around £2 (my guess) for 2 days.

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.

jab1
Legend
Posts: 17,104
Thanks: 5,487
Fixes: 255
Registered: ‎24-02-2012

Re: No refund despite broadband issues

Fair enough, @Townman I had forgotten the 'refund' angle, and assume Plusnet still do this? - or maybe they don't, you have more chance of ascertaining this.

Irrespective, these two options are both covered on the invoice, not as 'cash' repayments?

John
willcutforth
Plusnet Help Team
Plusnet Help Team
Posts: 1,489
Thanks: 554
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Registered: ‎27-11-2020

Re: No refund despite broadband issues

@AgnesB I have created a ticket for you on https://www.plus.net/wizard/?p=view_question&id=229695523 

If this post resolved your issue please click the 'This fixed my problem' button
 Will Cutforth
 Plusnet Help Team