Compensation re Outage 02/02/2012

Are we not entitled to compensation for the inconvenience caused by the loss of service this morning ?

I've been offered, effectively 23p

You're not on an assured level service so technically no compensation is due to you for less than a days outage/slow speeds. When my exchange had a 3 day outage, the affected customers were offered 25p; so what you've been offered is much better!
I appreciate that it won't make up for the inconvenience caused to you, but it's better than nothing.

In reply to a post by 1stTimer:

Are we not entitled to compensation for the inconvenience caused by the loss of service this morning ?

I've been offered, effectively 23p

How did you get the 23p??

Hi kasg,

I just raised a ticket asking if we were entitled to compensation.

In reply to a post by 1stTimer:

Hi kasg,

I just raised a ticket asking if we were entitled to compensation.

OK thanks, I probably won't bother. I guess if they worked out compensation on an hourly basis, based on a month's subscription covering 720 hours, 23p would actually be very generous!

As we seem to be living in a compo culture the next thing is that someone will start a class action against Plusnet.

Pay peanuts - Get Monkeys!

In reply to a post by pcoventry76:

erm no.. it's broadband not gas/elec/water

your life won't fall apart...

Maybe, but that is entirely irrelevant! If there had been a breach of a contract to provide a service (which I accept, in this case, there almost certainly hasn't been, legally) then one would be entitled to compensation. It doesn't matter how "essential" someone deems that service to be.

You could sign up to a service with a suitable Service Level Agreement, to cover you for the future.

Alternatively you could get a second line from another ISP probably cheaper . Then load share in normal circs.

In reply to a post by m0aur:

Pay peanuts - Get Monkeys!

I got Madasafish

In reply to a post by Apprentice:

In reply to a post by m0aur:

Pay peanuts - Get Monkeys!

I got Madasafish

So you didn't wait4arose?

Alas there is no such thing as 'class action' in UK, except for certain organisations...

Frankly, you wouldn't be compensated for outages of less than 10 hours for any of those, either. I don't receive a rebate every time there's a powercut - which isn't that often - or when water pressure's abnormally low for a bit.

The PN issue was mildly annoying, and I did waste some time trying to fault find at my end, before managing to get onto the PN website to discover there was a known problem.

I still managed to work from home throughout, as I had a connection, albeit a very slow one. Simply alerted colleagues that my receipt of e-mail could be patchy, and not to assume I'd seen it, if it was anything exceptionally urgent, but to give me a call instead.

Managed to survive the whole day with only this annoyance, and no actual business loss.

Hardly think it justifies a refund, and even if it did, impaired (but not nil) service for three to four hours would indeed work out at just pennies.

In reply to a post by TLM:

Hardly think it justifies a refund, and even if it did, impaired (but not nil) service for three to four hours would indeed work out at just pennies.

I don't want a refund, but my service was impaired at 07:00 (when I got up) to about 21:00 (when I changed gateway). That's 14 hours. Are you saying you were OK most of that time?

To minise frustration sign up to either

The RSS link for the service status feed is here:

http://usertools.plus.net/status/status.xml

or

there's a signup form for email updates at
http://usertools.plus.net/status/email.php

or sign up to there twitter feed @plusnet

Were you replying to me? If so, I don't get it - I get the email updates already. What has that to do with the difference between 4 hours and 14 hours?

It was a reply to any one who was frustrated by lack of information, if your receive and read the emails you them know that the problem is not in your home, or on the line between you and the exchange and Plusnet. And most reassuringly that Plusnet are aware of the problem and are doing some thing to resolve it.

I know these incidents are annoying, but considerable less frustrating if you know that Plusnet are working on it.

If you are very dependent on the connection working perhaps you should pay for a business connection and also invest in a backup method eg a 3g dongle.

Yeah, I was OK from some time round about lunchtime, I think, or mid afternoon at the latest.

I can't say exactly when things improved - I probably didn't even notice that they had, at first. But I definitely didn't notice problems extending into the late afternoon and evening.

T.