topic Re: Works Still Not Done in My Order

Works Still Not Done

Cadem00 — Wed, 14 Aug 2024 08:50:03 GMT

I paid for this setup on July 12th, over a month ago. I have no connection to the house so I'd need fibre to be installed to the house. They have now pushed this back by 2 weeks already and seems to just keep moving backwards. Customer service don't do much to help in the matter. Is there a way of claiming compensation for this time wasted? I've had to pay an extra £25 for unlimited mobile data just to run the devices in the house. Truly not happy at the moment.

Re: Works Still Not Done

jab1 — Wed, 14 Aug 2024 08:55:12 GMT

What product have you ordered, @Cadem00 , and what is the 'work' required? Compensation is only payable once your service becomes 'live'.

Re: Works Still Not Done

Cadem00 — Wed, 14 Aug 2024 12:35:42 GMT

They need to run cable from the fibre on my road down to my house, but it’s just excuse after excuse, I’ve paid the initial fee and I’m still 1 month without internet

Re: Works Still Not Done

Cadem00 — Wed, 14 Aug 2024 12:35:58 GMT

And it’s Full Fibre 300

Re: Works Still Not Done

jab1 — Wed, 14 Aug 2024 12:41:17 GMT

So, you are waiting for the installation of Full Fibre, which involves running a new connection to your home, and installing the associated CSP and ONT in/on your property. What reason have they given for the delay, and have they ever given you a confirmed date?

Re: Works Still Not Done

Cadem00 — Wed, 14 Aug 2024 17:00:58 GMT

Delays with open reach is the reason for it apparently and yes a confirmed date of 31st July…

Re: Works Still Not Done

jab1 — Wed, 14 Aug 2024 17:03:51 GMT

In that case, once you are connected and your service starts, you should receiver compensation

Re: Works Still Not Done

Cadem00 — Wed, 14 Aug 2024 17:10:57 GMT

I hope so! Thanks for the peace of mind!

Re: Works Still Not Done

bmc — Wed, 14 Aug 2024 17:22:04 GMT

@Cadem00

Is this a new account or an upgrade from your previous service?

Although you have been charged upfront for one months service your billing period doesn't start until the service goes live so your next bill would be one month on from the live date.

Brian

Re: Works Still Not Done

Cadem00 — Wed, 14 Aug 2024 17:24:55 GMT

I’ve not got anything in place whatsoever, so it’s a completely brand new install. And it’s the fact that I’ve paid upfront for 1 months service which I’m a bit disappointed about because I’m yet to have any progress on the situation.

Re: Works Still Not Done

jab1 — Wed, 14 Aug 2024 17:26:53 GMT

@bmc As you say, the billing for what I guessing is a Full Fibre service should not start until it is up and running, the OP should still be entitled to compensation from their confirmed date.

Re: Works Still Not Done

Protech — Thu, 15 Aug 2024 09:30:20 GMT

As Plusnet is signed up to the Ofcom Automatic Compensation Scheme you will be compensated for any delays from installation date you have been given until the service goes live.

Depending on the work and complexity of the works, hard digs etc and getting the necessary wayleave permissions these installations can take while.

I'm in a similar situation with another ISP and it's now 2 months and counting!

Re: Works Still Not Done

bmc — Thu, 15 Aug 2024 11:07:46 GMT

Deleted - posted on wrong forum.

Brian

Re: Works Still Not Done

jab1 — Thu, 15 Aug 2024 11:09:28 GMT

Wrong topic, @bmc 😀