PlusNet accidentally downgraded me - what can I get?

mikepoole

I lost my PlusNet Fibre connection on Monday

After spending 30 mins waiting and then another 40 mins on hold whilst the person spoke to supervisors, they found out that, despite no documentation at all, I'd been downgraded from Fibre to ADSL. As I only had a Fibre modem, no connection

The person on the phone apologised profusely and said they would try to get this resolved as quickly as possible

It now appears that they have simply put in an order for me to have Fibre which takes up to TEN days. They've sent me an ADSL router in the meantime - this means I can access the internet but makes all my services like Netflix, Amazon TV etc virtually unusable

I'd like to write a complaint letter saying that I'll not be paying for Fibre for the time I was not receiving it (clock ticking...will almost certainly be TEN days). How can I phrase that it's not just not paying for Fibre but the hours and hours on the phone, diagnosing if problem is mine before contacting PN, other services not usable etc

They also have the cheek saying that when raising a query, if it turns out the fault is within the boundary of my house, I'll be subject to a charge of £50. Does this work the other way? :cool:

Many thanks

Mike

[Deleted User]

mikepoole wrote: »

They also have the cheek saying that when raising a query, if it turns out the fault is within the boundary of my house, I'll be subject to a charge of £50.

That's just standard wording. Nothing to worry about if it's their issue.

mikepoole wrote: »

Does this work the other way?

Only if you have to go round and fix it for them.

brewerdave

...also, be aware that if your fibre cabinet was fully utilised, then BT Openretch may have pinched your fibre connection for someone else by now, which means you could be stuck with ADSL for a lot longer than 10 days.:mad:

mikepoole

Thanks brewerdave - I'd not considered this

I'm constantly on at PlusNet chasing this up. Basically keeping them to their "this was our fault so we will do everything to expedite the fix" statement.

So I suppose my original question stands but maybe tailored to the eventual fix and how long I was without Fibre.

brewerdave

Generally they are pretty good at compensating for days of service lost altho' the comp. is normally in the form of a credit against the account, and will probably be paid as a simple diff. in cost times no. of days.
Might be worth posting on PN's own forum as the Customer Service guys on there are usually helpful,particularly if the delay in the fibre order gets extended.

rhysadams

Plusnet compensation scheme entitles you to up to £180 per annum, however this is up to them to decide.

kwikbreaks

... and the probable culprits (Openreach) have no compensation scheme and you can't even talk to them about this.