Refunds when there is no dial tone for 3 weeks, are they automatic, when can I expect one

[#1]

My landline had no dial tone for 3 weeks, though the broadband continued to work.

Can I expect I refund? I thought they were supposed to be paid automatically within 30 days of the fault being rectified. It is now 4 1/2 weeks .

[#2]

Moderator's note:
Thread moved from Home Phone to My Account/Billing

[#3]

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 (as a credit to your account), you must have a CONFIRMED date for the failed activity. Compensation is credited 30 days after the resolution of the issue giving rise to the claim.

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 activity after the due date, contact support.

Was this reported as a PHONE fault or as a broadband fault?

Automatic compensation if eligible generally works well at sometime within 30 days after resolution.

Did you have a confirmed phone service fault and where you given a resolution date for it which was missed?

If there were appoints made and the engineer did not attend, you should be eligible for BOTH missed appointment and delayed resolution compensation.  It will all depend on the status of the fault report and there being a confirmed target resolution date.

[#4]

It was reported as phone fault ( as there was no dial tone). The loss of service was due to an MSO.

According the FAQs refunds are due if the fault persists more than 2 days after being reported and should be paid within 30 days, not after 30 days of the fault being fixed.

[#5]

The above does not say AFTER 30 days; that is the latest it should be credited to your account. It is only paid after resolution so that the total down time is known.

Is the four and a half weeks the time since the service was restored or since it failed? If restored you should contact support.

[#6 · Accepted solution]

Hey there @MayK the reason that it wasn't automatically credited against the account is because it was an MSO and we have to do it manually. I will get it actioned for you now and send you an email.