No service - compensation required please

[#1]

Adding the full context is very helpful and adds clarity.

I would suggest invoking the complaints process to question clarification of the loss of service. A degraded service (running slow) as might happen with a disconnected leg (one side of the pair) is indeed different to the complete loss of service. In that context a part disconnection and a full disconnection would require the same excavation.

[#2]

I have raised a SU escalation on this, essentially asking when is a loss of service not subject to the compensation scheme and in what circumstances human review might over-ride the automatic assessment.

[#3]

Appreciate your help, thank you.

[#4]

Any PlusNet Staff available to look at this please.

Many thanks

[#5]

Did you invoke the complaints procedure?

[#6]

No yet, how did you get on with SU escalation?

[#7]

Progressing! I find the review of the automatic assessment interesting - the nature of that is still being examined.

Can you share the nature of your service issue please?

Was it a COMPLETE loss of telephone or broadband services. Or (as I am suspecting) was it a sever degradation of broadband service with intermittent connectivity?

Reading between the lines here I’m suspecting a single leg disconnect, which has lead to some connectivity during the relevant period.

[#8]

Complaint now raised.

[#9]

Any change in disposition here?

I poked the escalation again today.