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Refund and compensation for no broadband

Hattie
Interested
Posts: 2
Registered: ‎03-10-2018

Refund and compensation for no broadband

Is it normal to only be offered £15 over a three month period after having no broadband for 18 days and having to wait in for an engineer who had been cancelled by an advisor especially as every email tells me I’ll be charged £65 if I’m not in when the engineer arrives. The fault, according to Openreach was found to be underground in the street, and took 3 separate engineers to rectify the problem.  Any comments please.

4 REPLIES 4
Jonpe
Hero
Posts: 3,889
Thanks: 1,792
Fixes: 9
Registered: ‎05-09-2016

Re: Refund and compensation for no broadband

I think PN only refund your BB charge for the days you had no service so £15 for 18 days approximately equates to a monthly charge of £25.  They may also offer a 'goodwill payment' if you ask.  Moves are reported to be afoot by the powers that be to force companies to make a small payment to customers who wait in for engineers etc. who don't turn up, but I don't think this has come into effect yet.

Gandalf
Plusnet Help Team
Plusnet Help Team
Posts: 25,902
Thanks: 9,440
Fixes: 1,511
Registered: ‎21-04-2017

Re: Refund and compensation for no broadband

Sorry to hear you've had issues with your service.

As well as the discounts applied as per Here it looks like we've applied a refund and credit to your account as per Here and Here.

Let us know if you have any further queries.

If this post resolved your issue please click the 'This fixed my problem' button.
From 31st October 2022, I'll no longer have a regular presence here as I'm moving on to a new role within Plusnet.

 Anoush Mortazavi
 Plusnet Help Team
Hattie
Interested
Posts: 2
Registered: ‎03-10-2018

Re: Refund and compensation for no broadband

Hi Gandalf, so does this mean I'll be receiving all three "Here's" total £43-49

Mads
Plusnet Alumni (retired)
Plusnet Alumni (retired)
Posts: 1,873
Fixes: 79
Registered: ‎06-08-2018

Re: Refund and compensation for no broadband

That is correct @Hattie