What is the Automatic Compensation Scheme?

What is the Automatic Compensation Scheme?

Ofcom has introduced the Automatic Compensation Scheme to ensure that broadband and landline customers receive compensation from their providers automatically when service issues occur, without the need to request it. This initiative is designed to enhance customer satisfaction and hold service providers accountable for maintaining high service standards.

Plusnet Joins the Automatic Compensation Scheme

On 4 May 2022, Plusnet (including John Lewis Broadband) officially joined the Automatic Compensation Scheme, becoming the latest provider to sign up since the scheme’s launch in April 2019. With this addition, there are now ten providers participating in the scheme, ensuring a broader range of customers benefit from automatic compensation when service issues arise.

Why Plusnet’s Inclusion Matters

Plusnet is renowned for its award-winning customer service and straightforward broadband offerings. By joining the Automatic Compensation Scheme, Plusnet reinforces its commitment to customer satisfaction, ensuring that its broadband and landline customers receive timely compensation for any service disruptions without the hassle of requesting it.

Plusnet’s Broadband Offerings

• Full Fibre Broadband: Available from only £27.99 a month with no activation fee. Full Fibre is the UK’s most reliable broadband, providing speeds up to 900Mb for rock-solid reliability and flexibility to suit any home.
• Fibre Broadband: Simple and straightforward broadband with average speeds of up to 66Mb, ideal for streaming, gaming, and home working.
• Fastest Ever Speeds: Up to 25x faster with Full Fibre, ensuring exceptional performance and reliability.

Plusnet’s broadband packages come with the Which? endorsed Best Buy Hub Two router, enhancing performance throughout your home with stronger WiFi connections and the ability to power multiple devices simultaneously.

Annual Price Increases

Please note that on 31 March each year, the monthly plan price will increase by £3 for Broadband, and out-of-bundle charges will increase by 5%. This adjustment is based on the Consumer Price Index (CPI) to account for inflation and ensure that compensation amounts remain fair and relevant.

When Will You Receive Compensation?

From 1st April 2024 onwards, Plusnet will pay you automatic compensation for the following three instances:

1. Delayed Activation of Your Broadband and/or Landline Service:
   • Compensation is due if your service isn’t activated by 11.59pm on the promised date (including when switching from another provider).
   • £6.10 will be paid for each missed activation day, and for every day after that until your service is activated.
   • If the activation is delayed because you’ve missed the appointment, compensation will stop until the next engineer visit.
   • Example: If your service was due to be activated on Wednesday but is delayed until Thursday, you’ll be paid £6.10 for Wednesday. If it’s not activated until Friday, you’ll receive £12.20 (£6.10 for Wednesday and £6.10 for Thursday).
   • You won’t get compensation for the day the service is activated, if you canceled an appointment, weren’t present to give access, or didn’t accept the earliest re-appointment date.
2. Delayed Repair Following a Total Loss of Service:
   • Total loss of service means:
   • Broadband service where you’re unable to access the internet.
   • Phone service where you’re unable to make or receive any calls, or where the service only works one-way when it should be both.
   • Compensation is due if a total loss of service isn’t fixed by 11.59pm on the second working day after the fault is reported.
   • £9.76 will be paid for each day the service isn’t repaired after the two working days.
   • If the repair is delayed because you missed the appointment or didn’t accept the earliest available appointment, compensation will stop until the next engineer visit.
   • Example: If you report a fault on Monday, you’ll get compensation if the fault isn’t fixed by 11.59pm on Wednesday.
   • You won’t get compensation for the day the fault was fixed, if the cause is within your property, if you haven’t suffered a total loss of service, or if you didn’t accept the earliest re-appointment date.
3. Missed Appointments:
   • Compensation is due if your broadband and/or landline engineer misses the scheduled appointment or doesn’t attend the confirmed slot, or if you receive less than 24 hours’ notice of a change or cancellation.
   • £30.49 will be paid for each missed appointment.
   • You won’t get compensation if you’re given more than 24 hours’ notice of a change or cancellation of the appointment.

How Will You Pay Me the Compensation?

We’ll add the compensation as a credit to your account within 30 days of a missed appointment, activation of service, or fixing of the total loss of service fault. This credit will appear on your bill, but may show at a later date.

What’s the Maximum Amount of Compensation I Can Get?

The maximum compensation for a total loss of service fault or delayed activation is £6.10 per day, up to 60 days. If we can’t fix your service after 30 days, you have the right to leave us with no termination charges.

Can I Get More Than One Credit for a Delay?

Yes. For example, if we can’t fix a fault after two working days and then an engineer misses an appointment, you’ll receive two separate credits: £9.76 for each day we can’t fix your service plus £30.49 for the missed appointment.

What If I Want to Query the Compensation Amount I’ve Received?

We aim to arrange your compensation as quickly as possible. If you’d like to query the amount you’ve been paid, please give us a call on 0330 1239 123.

What If I Haven’t Received Compensation I Think I’m Entitled To?

Compensation will be applied to eligible customers within 30 days of a missed appointment, activation of service, or fixing of the total loss of service fault. If you haven’t received the compensation you were expecting, please call us on 0330 1239 123.

What Options Do I Have If I Wish to Make a Complaint?

Your rights to complain are not impacted by Automatic Compensation. For more information, visit our Complaints Code of Practice.

What If I Cancel My Order or Service?

If a delayed order is canceled before being completed, automatic compensation will stop at the cancellation date. Similarly, if a faulty service is ceased before being fixed, automatic compensation will stop from the service cease date.

FAQ’s

Plusnet’s Commitment to Customer Satisfaction

Plusnet is committed to providing award-winning, UK-based customer service available seven days a week. With straightforward broadband at straightforward prices, Plusnet ensures that customers receive the best value without the fluff. Our easy switching process allows you to change your broadband provider in three simple steps, with comprehensive support throughout the transition.

Our Broadband Packages Include:

• Full Fibre: The UK’s most reliable broadband with speeds up to 900Mb, offering rock-solid reliability and flexibility.
• Fibre: Average speeds of up to 66Mb, perfect for streaming, gaming, and home working.

Plusnet’s inclusion in the Automatic Compensation Scheme further solidifies our dedication to customer satisfaction, ensuring that any service disruptions are promptly addressed with automatic compensation.

Related Content

• Are you in or out of contract?
• How to check whether you’re in or out of contract

For more information, visit the Ofcom website or explore Plusnet’s broadband deals on our homepage.