topic Re: Openreach comms. in Broadband

Openreach comms.

rayhouston50 — Fri, 08 Nov 2024 21:33:26 GMT

Today I should have received a visit from Openreach to complete my full fibre connection.
After waiting until 1800, I contacted a Plusnet support rep. to request an update. Both he and the subsequent representative I spoke with, couldn’t have been more helpful & they raised an information request with Openreach.
I had taken today off work to ensure I was at home, as apparently you can be charged £65 if the engineer cannot gain access.
My issue really is about the lack of communication from Openreach save for a text this morning detailing the appointment window.
I realise that factors may arise over the course of the day that have knock-on effects, but surely a simple update can’t be beyond them.
If I hadn’t contacted Plusnet myself I’m wondering when any info would have been forthcoming.
(Whilst composing this, Openreach have emailed a new installation date..).
I’m curious as to whether this is a common occurrence amongst other forum members.
Perhaps I should invoice Openreach for at least a 1/2 days lost earnings!
Kind regards,
Fuji.

Re: Openreach comms.

MisterW — Sat, 09 Nov 2024 07:22:50 GMT

@rayhouston50 you should be entitled to compensation under the Ofcom automatic compensation scheme https://www.ofcom.org.uk/phones-and-broadband/service-quality/automatic-compensation-need-know/ both for the missed appointment and for the delay in the installation

Re: Openreach comms.

rayhouston50 — Sat, 09 Nov 2024 12:19:21 GMT

Thank you for the informative reply.
That’s worth pursuing. It’s just a shame that large organisations couldn’t be a bit more communicative with ‘customers’.

Re: Openreach comms.

paul_blitz — Sat, 09 Nov 2024 14:01:05 GMT

Yeah, 31 quid for a missed appointment? Hardly "compensation"!

Re: Openreach comms.

rayhouston50 — Fri, 15 Nov 2024 12:11:24 GMT

Thank you for the link details.
I’m looking for the best way to contact Plusnet (other than the phone, preferably), to enquire about missed app. compensation.
According to the Ofcom site it should be an automatic credit, but I just wanted to get the ball rolling.

Re: Openreach comms.

Townman — Sat, 16 Nov 2024 11:52:10 GMT

If automatic compensation is applicable, you do not need to do anything... all depends of if the referenced date was a CONFIRMED date or a provisional / estimated one.

Ofcom Automatic Compensation Scheme

Plusnet is signed up to the Ofcom Automatic Compensation Scheme - see Automatic Compensation FAQs. Plusnet will pay automatic compensation in the following circumstances:

Delayed activation of your broadband and/or landline service
Delayed repair following a total loss of service
Missed appointments

For compensation to be paid (as a credit to your account), you must have a CONFIRMED date for the failed activity. Compensation is credited within 30 days following the resolution of the issue giving rise to the claim.

To see what is happening in detail, check the ticket history on your account - log into the portal in another tab, return here and click the PN TICKET link below. Look at the details of the tickets; if there appears to be no activity after the due date, contact support.

Note: Outages arising from a Major Service Outage (MSO) event need to be processed manually, so you might need to contact support.

Re: Openreach comms.

SammyM — Sun, 17 Nov 2024 09:04:08 GMT

Hiya @rayhouston50

Can you PM me your account username and I will check into that for you.