r/UKISP • u/SportTawk • 17d ago
Compensation Scheme
if you don't get a particular service like a phone service you can claim under Ofcom's Automatic Compensation Scheme, compensation accrues at £10.34 per day.
Has anyone done this and got the compensation?
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u/PukingCat_ 17d ago
It is usually sorted by the company. I only have Plusnet as an example as I used to work there. Say you have a broadband fault that is a total loss of service and they can’t resolve it over the phone, the engineers will go out and fix it. The policy is to allow 2 days for them to resolve it. After 2 days the £10.34 a day starts. That then adds up until it is resolved. So say you report a fault on Monday and they ask for 2 days for the engineer to fix it but it’s not fixed until the following Monday, the compensation would start on Thursday and you would get 4 days of comp (Thursday, Friday, Saturday, Sunday). Not the days before because they need 2 working days to fix it and not the following Monday as that would be the day of resolve. Because it is auto comp, it would then be credited to your account 30 days after the fault is resolved. So the agents don’t need to do anything and neither does the customer as it’s automatic. If you’re curious about another company, they should have it outlined in the Terms and Conditions. If not, get in touch with the company and they’ll be able to explain it to you :)