Transfer out to Now gone wrong...

[#1]

Brilliant, thanks so much again for all your help Gandalf.

Out of interest, do you know how the automated compensation for a delayed order works with Openreach?

Obviously, none of what transpired is Plusnet's fault, you guys have been brilliant. The issues have very much been a joint venture between Now and Openreach! 🙄

However, every time I spoke to Now CS, they mentioned that the automatic £5.25 per day (for a delayed install) would apply to my case.

We obviously suffered a series of outages one after the other, from the 29th of July to today. Starting with no inbound calls, followed by no dial tone, and then eventually no internet connection.

Now said this compensation will just be automatically sorted out by Openreach. However, I'm sceptical, as much of what Now said turned out to be inaccurate! 

Do you know if I would I need to apply to Now for them to sort out this compensation with Openreach, for me? Or do you think Openreach will just pay it to me without prompting?

Thanks,

Andy

[#2]

No problem at all Andy. Now would likely be referring to Ofcom's automatic compensation scheme. I don't know how they'll pay that out to you though, but it likely wouldn't be from Openreach directly, so it may be worth calling Now again. If it helps, they have a help guide here https://help.nowtv.com/article/auto-compensation

We're also signed up to the same scheme and we have a help guide about it here https://www.plus.net/autocomp

As you'd reported a fault to us on the 17th August, even though your service was working with Now (albeit phone not fully working) from our point of view you've had no service, we'll add a credit of £25.20 towards your next bill in September, which is £8.40 a day from the 19th as the first 2 working days pretty much gives us an opportunity to fix it. 

[#3]

Blimey, that's very kind of you. Thanks again!

Ok I'll get on to Now for their side.

I really will leave you alone now.

[#4]

No worries at all! Happy to help in any way I can.

[#5]

Hi @Gandalf,

Sorry to resurrect this old one. Just let me know if you'd like me to raise it as its own thread in Billing/My Account...

Following on from the above (which you and Lee sorted brilliantly for me). I've just noticed an extra charge on my account that seems to have crept in in the last couple of weeks.

It looks like my old Anytime call package was accidentally left active on my account, but was being charged at £0.00 per month (so I didn't notice it before).

When I log in now though, it's showing as a £9.15pm charge.

Can you please arrange for it to be removed from my account, and any charges to be refunded? There shouldn't be any calls.

I should just be being billed the Fibre Extra and Line rental amount, as I agreed with Lee to drop the call package on the 17th of August.

No mad rush but it'd be good to sort before the next bill on the 18th I guess.

Thanks!

Andy 

[#6]

Hi Andy, no problem and thanks for the post. 

Ah sorry to see we've overlooked this. I've scheduled for your call plan to be removed from your next billing date.

From what I can see we haven't actually charged for the service on your bills, so all looks good there. 

Let me know if there's anything else you'd need help with.

[#7]

Hi Gandalf,

Yep I think all the previous Anytime call charges have been either refunded or discounted, so as long as there's no call package charges on the next bill we're all set. 👍

Thanks again,

Andy

[#8]

Sounds good Andy, no problem let me know if you need further help