Compensation scheme

[#1]

The Plusnet chap said it was a very unusual case, after reading through all the emails etc he spoke to his manager, and they confirmed compensation is not due, but as a gesture of goodwill they will credit my account with 29 days x £6.10 as I was misinformed from the outset about potential compensation. They were quite adamant about the ruling.

[#2]

Is an ‘upgrade of fibre to full fibre’ the provision of a new service, or to use @Johno108‘s words, an upgrade of an existing service? 

Is the change from fibre to SOGEA the provision of a new service? Where do you draw the line?

[#3]

And this is where the lawyers step in.

In either of the cases described above if there is a change in provider (and the given date is a CONFIRMED date) then there is no question that compensation would be payable. Whatever, the measure of failure is set against Openreach’s performance / failure. Valid claims are reimbursed by OR

This case pivots on the precise wording of the email referencing the 24th September. Previously we have seen FTTP stage 1 / complex installation communications (“we aim to”) as being CONFIRMED activation dates as relevant in the compensation scheme.

As with many business processes there’s devil in the details - and some staff will get things wrong. Such infuriated me when working, but I got told it’s part of being human!! If BTOR are not backing the failure, then the best one might get is Plusnet’s goodwill offers.

[#4]

For such a small amount the moment someone mentions Lawyers I'd just accept the offer and say "Thank You".

[#5]

In my case, Plusnet staff appeared to offer the compensation as an incentive/insurance as a way of keeping me happy to wait for 2/3 months before full fibre was installed. Otherwise I may have looked elsewhere. Then after 30 days after install the goal posts had moved again! Hence the goodwill gesture.

[#6]

If it is a confirmed date then I would expect there to be an associated agreed am/pm appointment for the final installation.

[#7]

Plusnet fully accept they gave me a confirmed date. The issue is (Their argument) I did not lose any service during the delay. The date is not in question, an upgrade to full fibre in their eyes does not qualify you for compensation if no break in service.

[#8]

I did eventually accept the offer but the whole situation seemed very woolly, Just thought I would put it out to the community for feedback.