cancel
Showing results for 
Search instead for 
Did you mean: 

complete loss of service and automatic compensation

FIXED
JohnDoe
Dabbler
Posts: 13
Thanks: 5
Fixes: 1
Registered: ‎20-12-2022

complete loss of service and automatic compensation

Hi,

I had a complete loss of service for 10 days due to major outage nearby and from Ofgem information here I understand I should receive compensation of £9.33 per every day of no service after first two days service is not repaired - so I should receive credit of  £74.64, however i received email that my compensation will be £18.30. Can anyone advise me how this was calculated? should i be contacting Ofgem and making a complaint using "Alternative dispute resolution"?

Many thanks.

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

Re: complete loss of service and automatic compensation

Only a Staff member could see how it has been calculated, but a few questions that might help:

  1. When was the outage?  If I remember correctly, the rate was increased early April.
  2. At what point did you report the loss of service to Plusnet?
  3. At what point are you starting counting your days?  From the wording of your link, "not fully fixed after two full working days", so say you reported it at 9:00am on the 10th, then my understanding is that the first day for starting the compensation would be the 13th.
  4. At what point are you finishing your counting of days?  Again from the wording of your link "each calendar day that the service is not repaired", so say it was reported as fixed at 8:00pm on the 21st, then the last day for compensation would be the 20th.

The amount you've been offered, still doesn't make sense, and the above is just to help you understand why it might be less than 8 days worth.

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.

JohnDoe
Dabbler
Posts: 13
Thanks: 5
Fixes: 1
Registered: ‎20-12-2022

Re: complete loss of service and automatic compensation

Fix

 

This has been clarified, no problem, it turned out that there are two separate credits coming that confused me.

Many thanks,