what is the point of automatic compensation if plusnet can wriggle out of it?

[#1]

---

@Baldrick1 wrote:

I agree that it could be clearer but the next clause:

15.2. If someone else requests that we end our agreement (for example a provider you're transferring to) we'll accept that notice but will email you, asking you to confirm that this is what you want. If we don't hear from you within 10 working days we'll stop providing your service

---

But that clause doesn't say that you should ignore the previous clause if you are migrating to another ISP.

Nowhere in the T&Cs does it say that is you are migrating to another ISP you should not contact Plusnet. It isn't surprising things go wrong, as the migration process isn't explained. 

[#2]

I think the actions required are quite clearly laid out here:

---

Move to a new provider

For most moves you don't need to let us know. Just set everything up with them and they'll tell us when to switch your Plusnet service off.

Moving to Virgin or someone not on the Openreach network? You will need to tell us. Your Plusnet account will only close once your new service has been set up.

---

[#3]

@Mav 

The extract that you quoted is not quite the full scenario.

Yes, if you move within the Openreach network then the gaining provider will deal with everything.

If you move to a provider not using the Openreach network (such as Virgin or an ISP using an Altnet) then you may find that the gaining provider does inform Plusnet especially if they are porting in your phone number, which will itself cease your Plusnet service. In that case, if you phone Plusnet you need to ensure that they do not act on your call and put a cease on the line as that will complicate the gaining provider's processes. The gaining provider's notice should be adequate.

Certainly in the latter case Plusnet were informed  (within 24 hours of me signing up to Zen) of my projected moving date to Zen (on the City Fibre network) and sent me a "sorry you are leaving" email with my projected leaving date correctly stated, together with their, albeit wrong, calculation of my ETCs (I am leaving within the last month of my contract). What is not clear in this scenario is whether if that projected date changes whether Plusnet would get an updated date and maintain your service until then (as would happen with a move within the Openreach family). Zen seemed to think that if the date changed, I would need to tell Plusnet as they might not get the update. Plusnet COT told me that I could call them right up to moving day if the takeover was delayed to ensure that Plusnet's service continued.

As Plusnets ETC calculation was wrong, I had to call Plusnet COT and they sorted that out without any equivocation by issuing a credit to my account. The Plusnet system had, for reasons best known to itself used my undiscounted monthly cost rather than the discounted cost in the calculation which, judging by the Plusnet COT member's reaction was not uncommon!. A bit odd as ETCs should really only be applicable if you leave within contract which by their very nature tend to involve discounted costs. 

I do not think that the current procedures / systems are as developed as they could be to cover moves between Openreach and Altnets, or, at least they are not as transparent to customers as they could be.

[#4]

@Mav, how do you get to the "Thinking of Leaving" page from the front page? I've just had a very quick look and I can't find it - so maybe others don't see that page either?

Edit: Ah, I have found it listed in the "View All Articles (A-Z)" of the "Help and Support" page which is accessible from the small print in the page footer. I really don't think many people will see that (unless there's another way to get to it?).

[#5]

---

@corringham wrote:

---

@Baldrick1 wrote:

I agree that it could be clearer but the next clause:

15.2. If someone else requests that we end our agreement (for example a provider you're transferring to) we'll accept that notice but will email you, asking you to confirm that this is what you want. If we don't hear from you within 10 working days we'll stop providing your service

---

But that clause doesn't say that you should ignore the previous clause if you are migrating to another ISP.

Nowhere in the T&Cs does it say that is you are migrating to another ISP you should not contact Plusnet. It isn't surprising things go wrong, as the migration process isn't explained. 

---

There is nothing to stop customers from cancelling the contract. The problem here is that for some reason, the details of which we have no information, the cancellation was not reversed in time.

Surely the winning ISP has a responsibility to advise their new customer the best way to make this as painless as possible?

[#6]

the page i viewed definitely said notice of termination was required, will see if i can find it, maybe an old page but it was straight from the horses mouth(plusnet web site)

[#7]

as far as the cancellation,  what more details do you require?  they have apologised for this "oversight" but meaningless words and despite an admission of fault, didn't stop them refusing to pay compensation.

[#8]

@mdbarber 

No detail is required as Plusnet has admitted that it was their error that caused your service to be terminated.

This brings the subject back to compensation. Automatic compensation is only paid within the strict rules agreed across the industry.  See here: https://www.ofcom.org.uk/phones-and-broadband/service-quality/automatic-compensation-need-know/

This sorry saga was triggered by you cancelling the service, you later cancelled this instruction, which was not actioned by Plusnet? Presumably this resulted in the contract ending and a new one having to be created, rather than just a contract extension as was intended? If so then this does not fit within the automatic compensation criteria. For this error, Plusnet have apologised and offered some redress outside of the Ofcom scheme. If you consider this is inadequate then this is your complaint, which is unconnected with the Ofcom scheme.

Automatic compensation would only be payable if there was a delay between the confirmed new service start date and the actual date.

[#9]

---

@Baldrick1 wrote:

Automatic compensation is only paid within the strict rules agreed across the industry.

---

The automatic compensation scheme rules forces automatic compensation in some cases, it doesn't prohibit compensation in others.

Following Plusnet's T&Cs will lead to situations as in this case where compensation is not automatic - perhaps that is the intention?

Edit: Actually, I think that the following sections of Ofcom's guidance may be relevant:

Unless a specific exception applies, the scheme requires signatories to pay automatic compensation to customers when the problem is caused by an event beyond a customer’s, or the provider’s control. Examples include extreme weather, strikes and third-party acts.

Where signatories do claim an exception to paying automatic compensation, we expect them to clearly communicate the reasons why to their customers, and continue to act in their customers' best interests. In addition, where signatories are not paying automatic compensation for legitimate reasons and customers are without service, customers should not be charged for a service they are not receiving.

In this case notice was given to Plusnet (following Plusnet's T&Cs), and subsequently cancelled. Not actioning that isn't within the customer's control, but is within either Plusnet's or OR's.