compensation and charges when no service twice in a month..far from automatic

[#1]

I have a question over this.

When I reported the October fault we were off for 6 days.  I had to chase to receive an e mail confirming compensation would be paid which I still have.

Then I reported the November fault which occurred at 7pm Sunday night and I rang but was first in a queue for 20 minutes,  then when I rang back your phone lines were closed so I couldn’t report until the Monday morning. I spoke to a gentleman sure he was called Brandon and during the call he looked at the October fault and he also confirmed 6 days which was payable 30 days after the fault.

I had to phone yesterday to chase the October credit and after being put on hold numerous times I have been told only 3 days are due back to me ?? I have looked on line and this isn’t clear, plus it hasn’t been auto credited.

We also had a call made on 20th October for 8 minutes for 44p which was another struggle to get credited.. we had no service from 16th until 22nd October so how could we make a call.

All in all I am finding this auto compensation service far from automatic…

[#2]

Moderators Note

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

[#3]

@janeyroo 

"I have been told only 3 days are due back to me"

I think that Service Providers, (eg Plusnet), are allowed 3 working days to fix faults before compensation starts to become payable?

[#4]

Correct, @Mr_Paul . Compensation is payable only from the third day after an issue is reported to ISPs - BT Residential SLA.

[#5]

What you need to do to receive compensation  ( take from ofcom web site)

If your service doesn’t start on the agreed date, or if your engineer appointment is missed, your provider will pay compensation automatically – meaning you don’t need to take any action to receive the compensation.

If your broadband or landline service stops working, you will simply have to report the fault to your provider. If the service is not fixed after two full working days, you would not need to ask for compensation or contact your provider again, as your provider has systems in place that mean you will start receiving compensation automatically if the repair takes too long.

You will receive an initial £8.40 if the service is not fixed two full working days after you report it, and then £8.40 for each full day it is still not fixed after that.

6 days not working less 2 days is 4 days and it wasn't automatic.. neither period have been counted from the day of lost service..only the day we were able to contact them to report the fault which they can clearly see

[#6]

@janeyroo 

"6 days not working less 2 days is 4 days and it wasn't automatic.. neither period have been counted from the day of lost service..only the day we were able to contact them to report the fault which they can clearly see"

The "clock" starts ticking the day after you report the fault I think? (Note "full day").

Also, I can't remember what time exactly, but ISTR that when I reported a fault once, because it was quite late in the evening, just before 8pm, they said that it would count as if I had reported it the following morning - therefore the clock didn't start until the day after that, (ie 2 days after reporting).

[#7 · Accepted solution]

Such is one of the merits of using the automated fault reporting bots (see the link below).  I believe that they count as the start of the "you reported the fault to us" thus avoiding the challenges of getting through on the telephone.

You can kick off the bot at anytime - the published hours are those for engagement with (response from) support if required.