Nightmare transfer and activation

[#1]

I was recommended Plusnet by my friends so when my Sky contract came to an end, I was excited to transfer. But this ISP transfer was the worst transfer experiences of my life!! I waited until 12 am on the day of activation (last Thursday), when the Internet did not come on till 4 am, I rang their customer services early am (Friday). I was told the connection is active from their end and should be working. It obviously wasn't active for me (flashing orange lights, text bot saying it could not find me as a user, the router not recognising me as a user). I don't think the Openreach person had even been around if manual work was required.
They told me someone can come around the following Tuesday. I wfh so I was left without Internet from Thursday early morning till Tuesday early morning (when the open reach engineer came to fix the issue). She told me Openreach send around contractors and it seemed the one sent hadn't done the job on Thursday!

I have been offered £10 as compensation and not the daily compensation that is quoted on these forums- because the connection was active from their end. The call centre person kept asking what compensation figure I have in mind- do people have these figures in their mind?! I thought I am owed automatic compensation because Plusnet was my new ISP and I've had no Internet since the day they were meant to go active. I am not an Openreach engineer or broadband installer to know what processes are involved- I assumed everything happens on the backend over software. If an Openreach person is required, plusnet should have better comms with Openreach and ensure they give a realistic activation date! They turned their incompetence into a "me" issue saying the fault was at my end when clearly they've mismanaged the Openreach end. Just an awful experience overall! Honestly tempted to cancel because I am worried they will be useless if some other issues showed up.

[#2]

I'm not sure how this would fit with the Automatic Compensation.

There are 2 different "streams" to it:

• Delays with the start of a new service would pay out £6.24 for each calendar day so would be £31.20, though from what you say it sounds like it was technically started, which is where the issue comes in.
• Delayed repair following loss of service would pay out £9.98 for each calendar day that it isn't repaired, starting 2 full working days after it has been reported.  If it was thought you fitted into this category then you wouldn't be due anything since it was working within the timescale.

You're probably not falling into the first one on Plusnets systems, because as far as they are concerned your service was running, and therefore you fall into the 2nd one, which doesn't owe you anything.

How this would be handled is probably Plusnet offering you a "gesture of goodwill".  You should probably be able to get around the £30 figure, I would have thought.

[#3]

Also note that the T&Cs expressly prohibit the use of the service for WFH and exclude all consequential loss associated with doing so.

[#4]

Moderators Note

This topic has been moved from Broadband to My Order