topic Not committed Openreach appointments in Broadband

Not committed Openreach appointments

BlueLagoon — Mon, 11 Mar 2024 07:02:12 GMT

I received a text from Plusnet saying that an Openreach engineer would install my broadband on a certain date. This was followed by a text from Openreach saying the same thing. The date came and went with no engineer arriving. When I asked Plusnet for compensation they told me that I wasn't entitled to compensation because Openreach hadn't committed to that appointment even though they had sent me a text stating that they would do the job on a specific date.

Has anyone else suffered the same problem?

Re: Not committed Openreach appointments

jab1 — Mon, 11 Mar 2024 07:25:32 GMT

@BlueLagoon You were badly informed by PN. IF OpenReach send you a notification, you should be able to trust that, as they only communicate with the end-user when they have scheduled the work/engineer.

Have you saved the messages confirming the appointment?

Re: Not committed Openreach appointments

BlueLagoon — Mon, 11 Mar 2024 07:31:30 GMT

I have screen grabs of both text messages and have sent them to Plusnet but they still refuse to pay compensation. I could easily have had to take the day off work but Plusnet aren't interested.

Re: Not committed Openreach appointments

jab1 — Mon, 11 Mar 2024 07:37:01 GMT

In that case, the only suggestion I can make is - raise a formal complaint , see the complaints code of practice link at the foot of the page.

As I said previously, if OR communicate a date to you, that is a firm commitment by them, and for Plusnet to claim otherwise is, to put it politely, disingenuous and plain wrong.

Re: Not committed Openreach appointments

Mustrum — Mon, 11 Mar 2024 07:39:42 GMT

What was Openreach due to do and has it been done now?

Your original statement is a bit vague.

Re: Not committed Openreach appointments

jab1 — Mon, 11 Mar 2024 07:44:40 GMT

@BlueLagoon Just to make sure we are not giving bad advice, can you post the screen-grabs - hiding any personal details?

Re: Not committed Openreach appointments

BlueLagoon — Mon, 11 Mar 2024 08:05:46 GMT

see attached.

The Openreach engineer finally connected me on 19 January

Re: Not committed Openreach appointments

Dan_the_Van — Mon, 11 Mar 2024 08:07:50 GMT

@BlueLagoon

Here is the automatic compensation help page for plusnet.

https://www.plus.net/help/legal/automatic-compensation/

HTH

Re: Not committed Openreach appointments

BlueLagoon — Mon, 11 Mar 2024 08:08:53 GMT

The fibre to al the houses in the street were pulled through months ago. All the engineer had to do was the connections outside and inside.

Re: Not committed Openreach appointments

jab1 — Mon, 11 Mar 2024 08:09:52 GMT

Those messages confirm your appointment, so, IMO, PN don't have a leg to stand on. I assume (1) you replied 'YES' as requested, and you don't have any others rescheduling?

Re: Not committed Openreach appointments

BlueLagoon — Mon, 11 Mar 2024 08:33:02 GMT

Thanks for all your help guys. I'll raise a formal complaint.

Re: Not committed Openreach appointments

adamwalker — Mon, 11 Mar 2024 12:55:31 GMT

@BlueLagoon Thanks a lot for your time on the phone just now and I'm glad to resolve that with you.

Do shout up if you have any other questions for us.

Re: Not committed Openreach appointments

jab1 — Mon, 11 Mar 2024 13:06:43 GMT

@BlueLagoon Any shareable information?

Re: Not committed Openreach appointments

BlueLagoon — Mon, 11 Mar 2024 13:14:44 GMT

A satisfactory result.

Just had a phone call from someone else in Plusnet and after looking at the screen grabs and checking a few dates the gentleman agreed with me and a credit should appear on my next bill along with a £30 goodwill gesture for all the hassle that I have had.