Compensation scheme

[#1]

I have been with Plusnet for many years. In september I upgraded from Fibre to Full Fibre and was given an install date of 24th September, but due to delays with Openreach etc Full Fibre was finally installed on 15th November. All along the ordering process I was led to believe the compensation scheme would be appliable in my case. After 30 days of the new install there was still no automatic compensation. So is compensation still offered for a delayed install (Fibre to Full Fibre) even if there is no loss of service?

[#2]

So is compensation still offered for a delayed install (Fibre to Full Fibre) even if there is no loss of service? 

@Johno108 It depends!. If the original date was a 'committed' date by Openreach, then compensation should still be payable. However, often the initial dates are 'estimated' and require an OPenreach survey to assess any installation problems before a committed date is provided. Check back through your emails and if necessary any 'tickets' on your account to see when a committed date was given. Login to the member centre and go to https://www.plus.net/wizard/?p=search , check any closed 'questions' since the Full fibre order.

[#3]

Hi, Thanks for prompt response.
I contacted Plusnet and after reviewing the case they stated it was a mistake regarding the compensation and have offered me a 50% gesture goodwwill payment of 29 days compensation, not sure where I stand here?

[#4]

@Johno108 

"offered me a 50% gesture goodwwill payment of 29 days compensation, not sure where I stand here?"

Have you actually suffered any financial loss?

How does the cost of your new Full Fibre package compare with the price of your previous one? Fibre can be cheaper than copper.

.

[#5]

I think the point I am trying to make is that every Plusnet advisor stated the compensation scheme would be applicable in my case, and this made the 2 month delay in actvation more
palatable. But then to be informed I was misinformed all along was rather annoying! Its not a case of been out of pocket or what deal is cheaper.

[#6]

Moderator's note:
Duplicate post on Full Fibre board removed. Duplicate posts cause confusion and are against Forum rules

[#7]

@Johno108 have you reviewed the tickets/emails ? When were you given a committed date ?

[#8]

Iv got an order promised date from BT Wholesale of 23 September, I have screenshots but unable to attach?

[#9]

Basically, Plusnet have stated the compensation scheme is NOT for current customers who upgrade to Full Fibre as long as there is no break in their regular service, ie their current broadband or telephone lines are not affected during the wait for the upgrade to full fibre. I just want confirmation this is the case?

[#10]

I contacted Plusnet and after reviewing the case they stated it was a mistake regarding the compensation

In that case , I'd get back to them and ask on what basis was it a mistake ?

edit: our posts crossed.

It sounds like they are using the terms of the Ofcom compensation scheme whereby they can limit payment if they provide a suitable alternative whilst the install is delayed. Since your existing service continued to work, that would meet that criteria

https://www.ofcom.org.uk/phones-and-broadband/service-quality/automatic-compensation-need-know/

[#11]

See above

[#12]

Hi, yes thats fair enough. Plusnet apologised and stated the mistake they made was to let me believe compensation would be allowed in my circumstances, and that is why they offered the gesture of goodwill. Maybe some Plusnet staff mention the compensation scheme to appease customers without knowing the full details..

[#13]

Hi, Out of interest I never received the cease notice relating this : After 30 days of an automatic compensation payment occurring, they can serve a cease notice to let you know that automatic compensation payments would stop after a further 30 days.

[#14]

It seems they are saying that automatic compensation doesn't apply to upgrades since a service still exists\. Wheter that's the letter of the Ofcom scheme is uncertain ? They seem to to using the spirit of the scheme to provide a goodwill gesture instead. Without raising a complaint and possibly possibly going to arbitration I suspect we won't know whether Ofcom intended the scheme to cover upgrades

[#15]

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@MisterW wrote:

It sounds like they are using the terms of the Ofcom compensation scheme whereby they can limit payment if they provide a suitable alternative whilst the install is delayed. Since your existing service continued to work, that would meet that criteria

https://www.ofcom.org.uk/phones-and-broadband/service-quality/automatic-compensation-need-know/

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I do not see in the text in the link anything to suggest that payments are not payable (or can be limited) if a suitable alternative is provided / available.  Have I missed something?

An order for a new service is an order for a new service, there is nothing I can see within the scheme in this context which mentions being without service through that delay.  Consider: a user is migrating from provider A to provider B, there is a confirmed date, it is missed; when it is finally met and provider B's service goes live compensation is payable ... even though there has been no interruption to (loss of) the service from provider A.

What is key here is the precise wording of the email which relates to the date given.  If it says "we aim" then it is a stage one install date, which is not a confirmed date.  We saw this recently from one poster who was being extremely economical with the details hunting for £360+ compensation for a delay based on the "we aim" stage one install date ... ignoring the subsequent confirmed date notification.