Ok quick update.
Service was resumed Friday Morning. Total down time 11 days.
Asked plusnet & origin for full explanations to resolve my complain against both.
Origin responded within a day with following:
have investigated your complaint in full, I can see that:
10/02/2020:- Plusnet slammed the line. Their reason given was genuine error and they released the line back to us after they were unable to contact their customer that triggered the order.
In regards to not being informed in advance this is our fault
1, The notification did not hit our front line manual systems in time for us to directly make you aware of it
2, The automatic customer notification run by automation was not triggered to advise you in time so you could contact us to make us aware of the issue in time
This failure is still under investigation internally at this time to discover how it occurred and to ensure it does not happen again.
Practical action, the service has been restored confirmed by yourself and Jag is currently working on having the landline number restored and has provided an eta of 24 working hours.
Financial reward, I'm afraid I cannot offer your suggested £8.00 per day. I can offer one month worth of service £28.48 worth of credit to the account for the 11 days without.
In reference to additional mobile data used in this time if you can supply receipts for the data used I can investigate financial reimbursement for this up to £25.00
Like any growing business, one of our greatest assets is our reputation. The honest opinions of our customers help us to learn from our mistakes and improve on the service we currently provide.
We recognise in this instance that Origin Broadband has failed to meet the expectations of the customer.
We apologise for this and have taken on-board all the information you have given us to better influence our procedures in the future.
As responses go it was quick, honest and comprehensive. Feel the compensation is a little shy of what I hoped as I needed to get money back for router I had to buy. Also there is some intangibles that are hard is to work out like us having to use our own data which is now running very low that hasn't cost extra as such but meant an adjustment..
Anyway Origins response seemed reasonable for sure.. I am expecting Plusnet to hide for a bit now rather than respond but we will see..
Thanks again all for listening over so many posts!