This begs the question "Does the automatic compensation scheme apply here?".
The service was broken and unusable consequent to an action by the supplier ... who chose not to use expedited order processes to restore the service.
See Automatic Compensation | Help | Plusnet
"Delayed repair following a total loss of service
Total loss of service means:
- Broadband service where you’re unable access the internet
- Phone service where you’re unable to make or receive any calls, or where the service only works one-way and it should be both
When you’ll get compensation:
- Compensation will be due if you have a total loss of service which isn’t fixed by 11.59pm on the second working day after the fault is reported
- We'll pay you £8.40 for each day, after the two working days, that the service isn't fixed
- If the repair's delayed because you missed the appointment, the compensation calculation will stop. It will only start again if the repair isn't completed during the next engineer visit
- If you don’t accept our earliest available appointment, the compensation calculation will stop between the earliest available, and the appointment you've chosen"
Sounds to me like you had a total loss of service due to an error made by the supplier, which was not restored by the end of the second working day after the fault was reported. So that should be £8.40 x30 days approx.
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.
