Will they reduce your bill if there are issues with BB?

[#1]

I've got a problem, PN aren't exactly sure what it is as they aren't seeing any issues from their side, but they think it could be a "synching" problem. So they are sending me a new router, likely to arrive over the weekend.

As I'll have no BB for some days (longer if it doesn't solve the issue), will I get a reduced bill?

[#2]

You need to have complete loss of service caused by a BT Openreach issue...

Ofcom Automatic Compensation Scheme

Plusnet is signed up to the Ofcom Automatic Compensation Scheme - see Automatic Compensation FAQs. Plusnet will pay 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 (as a credit to your account), you must have a CONFIRMED date for the failed activity. Compensation is credited within 30 days following the resolution of the issue giving rise to the claim.

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 activity after the due date, contact support.

Note: Outages arising from a Major Service Outage (MSO) event need to be processed manually, so you might need to contact support.

[#3]

This is what I have from them - however it only mentions the phone line, but they are sending me a new router because they think that might be the issue. The phone line is very crackly though, hence the engineer appointment:

2:36pm, Thursday 15 May 2025

Dear Mr Roberts,

We’re sorry you’re having a spot of bother with your Plusnet phone service. We have booked the appointment for the engineer to arrive 19/05/2025 between 8:00 am to 1:00 pm

You won’t need to contact us after the appointment. We’ll monitor it for you and be back in touch once our suppliers have taken a look.

Please accept our apologies for any inconvenience caused.


Fault Reference:TR0000016610588
Fault Type:noise/interference on line

If you do have any questions, please do not update this ticket, but instead contact our support team directly.

Thank you for your patience.


FA Automation Ref: FAULTS4

Kind regards,

[CSA Removed]

[

[CSA Removed] - CSC Analyst

2:36pm, Thursday 15 May 2025

[Internal]
Fault ID: 1325464 was created
- Fault start date was added and set to 15-05-2025
- Service affected was added and set to Voice
- Fault symptom was added and set to Noisy
- Engineer visit was added and set to Yes

Plusnet Robot-028 - OSS - Automation use only

3:33pm, Thursday 15 May 2025

Placing ticket on hold until after appointment (19/05/25 AM).

This Question is now on hold until Tuesday 20th May at 7:00am.

Kind regards,

Plusnet Support

Your Response

5:23pm, Thursday 15 May 2025

Hi

Will I need to be at home when the engineer calls or will he/she just need access from the phone exchange?

Thanks

Neil

Your Response

5:23pm, Thursday 15 May 2025

The Question 247918244 has been released from hold and sent back to Faults - Robotics - Do Not Work

Plusnet Robot-028 - OSS - Automation use only

6:43pm, Thursday 15 May 2025

Last update by the customer so moving ticket to pool for advisor action.

Please review and update the customer.

Kind regards,

Plusnet Support

[CSA Removed] - CSC - CS Escalations

1:59pm, Friday 16 May 2025

Dear Mr Roberts,

Kind regards,

[CSA Removed]

[Sms Message: Hello, it's Plusnet, for the engineers visit, you will need to be at your house in case he needs access.]

[CSA Removed] - CSC - CS Escalations

2:00pm, Friday 16 May 2025

Dear Mr Roberts,

This Question is now on hold until Monday 19th May at 7:00am.

Kind regards,

[CSA Removed]

Moderator's note by Mike (Mav): CSA name(s) removed (to an area staff can see) as per Forum rules.

[#4]

Noisy line does not lead to complete loss of service, so the compensation scheme does not apply.

No idea why someone thinks a replacement router would be beneficial in the presence of enough noise to warrant an engineer call out!

[#5]

So even though my broadband is not working I just have to suck it up? 

[#6]

Is it TOTALLY non-operative or just running very slow?