cancel
Showing results for 
Search instead for 
Did you mean: 

No service - compensation required please

Townman
Superuser
Superuser
Posts: 23,982
Thanks: 10,189
Fixes: 175
Registered: ‎22-08-2007

Re: No service - compensation required please

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.

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.

Townman
Superuser
Superuser
Posts: 23,982
Thanks: 10,189
Fixes: 175
Registered: ‎22-08-2007

Re: No service - compensation required please

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.

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.

RobinTinternet
Dabbler
Posts: 13
Thanks: 4
Registered: ‎23-12-2022

Re: No service - compensation required please

Appreciate your help, thank you.

RobinTinternet
Dabbler
Posts: 13
Thanks: 4
Registered: ‎23-12-2022

Re: No service - compensation required please

Any PlusNet Staff available to look at this please.

Many thanks

Townman
Superuser
Superuser
Posts: 23,982
Thanks: 10,189
Fixes: 175
Registered: ‎22-08-2007

Re: No service - compensation required please

Did you invoke the complaints procedure?

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.

RobinTinternet
Dabbler
Posts: 13
Thanks: 4
Registered: ‎23-12-2022

Re: No service - compensation required please

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

Townman
Superuser
Superuser
Posts: 23,982
Thanks: 10,189
Fixes: 175
Registered: ‎22-08-2007

Re: No service - compensation required please

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.

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.

RobinTinternet
Dabbler
Posts: 13
Thanks: 4
Registered: ‎23-12-2022

Re: No service - compensation required please

Complaint now raised.

Townman
Superuser
Superuser
Posts: 23,982
Thanks: 10,189
Fixes: 175
Registered: ‎22-08-2007

Re: No service - compensation required please

Any change in disposition here?

I poked the escalation again today.

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.