No refund despite broadband issues

[#1]

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

[#2]

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

[#3]

Moderators Note

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

[#4]

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

[#5]

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

[#6]

@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.

[#7]

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?

[#8]

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