topic Re: Openreach moved my appointment with 15mins to go in My Order

Openreach moved my appointment with 15mins to go

dingadong — Sat, 08 Mar 2025 19:22:35 GMT

Hi,

Openreach engineer called to say he will not visit to switch to full fibre 15mins before the end of the allocated slot. I then got a message saying they have booked me a slot in 17days. I have got a £30 credit but am I due £9 per day for delayed activation ?

Re: Openreach moved my appointment with 15mins to go

jab1 — Sat, 08 Mar 2025 19:25:13 GMT

What was the credit described as? You will be due the delayed installation payment.

Re: Openreach moved my appointment with 15mins to go

dingadong — Sat, 08 Mar 2025 19:39:53 GMT

Hi, it was

Automatic compensation - Missed engineer

Re: Openreach moved my appointment with 15mins to go

jab1 — Sat, 08 Mar 2025 19:41:22 GMT

Ah - I forgot about that automatic payment. Thanks.

Re: Openreach moved my appointment with 15mins to go

dingadong — Sat, 08 Mar 2025 20:01:08 GMT

But as Openreach have delayed my activation of full fibre by 2 week, does that qualify for the £9 per day compensation ?

Re: Openreach moved my appointment with 15mins to go

jab1 — Sat, 08 Mar 2025 20:02:19 GMT

Yes - as I said in message #2.

Re: Openreach moved my appointment with 15mins to go

Windings — Sun, 09 Mar 2025 17:10:30 GMT

@dingadong Hi there, Sorry the Openreach engineer cancelled last minute and has in turn delayed your upgrade with us. I can see the missed engineer compensation of £30.49 has already been applied to your account, we also raised a dispute no access form to Openreach to get you the earliest expedited slot in your area which looks to be 17/03/2025 between 8am-1pm. This has been confirmed and committed by Openreach already.

In terms of delayed activation compensation, It wouldn't be £9 a day. There are two types of automatic compensation:

- Delayed total loss of service repair (£9.76 per day) which applies to active lines that are currently in fault giving no service whatsoever.

- Delayed provisioning (£6.10 per day) which applies to new orders such as your full fibre installation.

The delayed provisioning compensation would be the one you're entitled to, any delayed provisioning compensation you are due gets automatically calculated by our system and applied as a credit to your Plusnet account 30 days after the order has triggered the completion stage.

Hope this clears things up a bit and helps.

All the best