In reply to a post by Croftie2:

I wouldn't waste any more time or pay any more attention to them

To who fella?

Its clear they pay it out on occasion, but I suppose your question might be interpreted it as will they automatically pay it when certain things happen, rather than a case by case basis?

I read AAISP's response to the Ofcom consultation for the compensation scheme, and they opposed it along the lines of the ISP would be compensating for issues out of their control and when they had no assurance of getting compensation themselves from BT wholesale, as the scheme had no such obligation.

So I see it from both ways.

The scheme I expect has 2 purposes, to make consumers feel like they are important when they get compensated and to motivate the ISP financially to address problems with service. On the latter point ISPs like Aquiss dont need that motivation as they are very good at addressing problems in the first place.

In reply to a post by CJT:

In answer to your (now rather tedious) question.....

Yes!

Nothing 'tedious' about good customer service.

Good customer service should be celebrated.

Would you be able to let correspondents know the daily rate of Aquiss' compensation scheme. I think you were delayed by around, was it, 13 days?

This will be a great help to punters looking at and comparing providers on ThinkBroadband.

In reply to a post by Croftie2:

It wasn't a dig, just would save reading through a page and a half. Was also a subtle test for the OP and they failed.

I’m glad because I have grown tired of being part of what appears to be an ongoing ’issue’ someone has with my ISP of choice because they dared to ‘think outside the box’ and I had to do my own leg work. Them and their new sidekick

In reply to a post by FibreBubble:

Nothing 'tedious' about good customer service.

Good customer service should be celebrated.

Never said good customer service was tedious, I said this thread was tedious!

Would you be able to let correspondents know the daily rate of Aquiss' compensation scheme. I think you were delayed by around, was it, 13 days?

This will be a great help to punters looking at and comparing providers on ThinkBroadband.

No I wouldn’t because A: I’m not a spokesperson for Aquiss, and B: that’s between Aquiss and I.. oh and just for good measure C: it’s none of your or anyone else’s business!

If you don't want people to comment on your delayed appointment experiences, it's probably best not to post extensively about them on the forum.

It is disappointing for potential customers that the Aquiss compensation rates for failed appointments and repair and how it is applied, is not available for punters to compare with those signed up to Ofcom's CoP.

In reply to a post by FibreBubble:

If you don't want people to comment on your delayed appointment experiences, it's probably best not to post extensively about them on the forum.

It is disappointing for potential customers that the Aquiss compensation rates for failed appointments and repair and how it is applied, is not available for punters to compare with those signed up to Ofcom's CoP.

I am sorry that my post somehow irritated you, but then you didn't have to comment on it.. did you!

If you are that interested in Aquiss' compensation model, you can reach out and ask Aquiss yourself..

I posted my experience because that's what it was an experience. You were not required to interact with it and you did so of your own accord.

As I said above if you are that determined to find out, you know how to contact them.

Have a lovely day.

In reply to a post by FibreBubble:

In reply to a post by CJT:

In answer to your (now rather tedious) question.....

Yes!

Nothing 'tedious' about good customer service.

Good customer service should be celebrated.

Would you be able to let correspondents know the daily rate of Aquiss' compensation scheme. I think you were delayed by around, was it, 13 days?

This will be a great help to punters looking at and comparing providers on ThinkBroadband.

For those ISPs who are signed up to the official Ofcom code of practice for compensation that would be a lot of compensation at £6.24 a day.

In reply to a post by CJT:

I am sorry that my post somehow irritated you

The person throughout this and the other thread that appears irritated is you and I can't fathom why. Those of us seeking clarity and accuracy about an ISP seem to be vilified and portrayed as troublemakers (even by the owner of that ISP) just because we are asking questions and trying to assess how an ISP responds/acts to issues rather than saying hallelujah praise the lord.

£89.60 would be the due compensation under the Ofcom scheme , that’s probably the equivalent of 2 to 3 months rental for 14 days delay , far too generous in my opinion, especially if the existing service was maintained during that period , however the ISP in question isn’t a member of that scheme , the ISP has apparently paid or credited something to the customer, but the customer doesn’t feel it’s anyone’s business but their own and isn’t prepared to confirm the amount of compensation, which is absolutely fine.

I think it’s probably fair to say the amount is less than £89.60 , if the customer is happy with the outcome there isn’t really anymore to say other than Openreach will also be liable for late delivery and doubtless the ISP will be compensated within the terms that apply between the ISP and Openreach regarding late delivery, I’d go so far to say financially the ISP will not have suffered.

There will be those that will disagree and suggest no compensation from OR will be paid to the ISP , or it will be less than the figure the ISP provided to the customer, or less than the Ofcom scheme figure, but like most posts on here , ( including mine ) are simply their opinions and not necessarily fact based .

Edited by Iniltous (Fri 11-Apr-25 10:11:06)