topic Re: Insurance covered for damage during full fibre installation in My Order

Insurance covered for damage during full fibre installation

ricolee5394 — Sun, 29 Jun 2025 21:33:44 GMT

Hi all,

Plusnet have insurance covered for damage (e.g. wall crack when drilling a hole) to property during the full fibre installation ?

Rico

Re: Insurance covered for damage during full fibre installation

RealAleMadrid — Sun, 29 Jun 2025 21:52:02 GMT

@ricolee5394 It's Openreach or their contractors who do the full fibre installation so I think it would be them who are responsible for any damage, rather than Plusnet who are a customer of Openreach.

Re: Insurance covered for damage during full fibre installation

ricolee5394 — Sun, 29 Jun 2025 21:56:34 GMT

RelAleMadrid

Are you the member of Plusnet help team ?

Rico

Re: Insurance covered for damage during full fibre installation

jab1 — Mon, 30 Jun 2025 05:44:53 GMT

@ricolee5394 He's not, neither am I, but what he says is 100% correct.

Re: Insurance covered for damage during full fibre installation

Champnet — Mon, 30 Jun 2025 05:57:12 GMT

Totally disagree. The customer’s contract is with the supplier, not the the supplier’s suppliers.
Is there a lawyer in the house ?

Re: Insurance covered for damage during full fibre installation

MisterW — Mon, 30 Jun 2025 06:01:59 GMT

You can report installation damage directly to Openreach here https://www.openreach.com/help-and-support/damage-health-and-safety

Re: Insurance covered for damage during full fibre installation

jab1 — Mon, 30 Jun 2025 06:07:44 GMT

@Champnet wrote:

Totally disagree. The customer’s contract is with the supplier, not the the supplier’s suppliers.
Is there a lawyer in the house ?

However,Plusnet did not carry out the installation -OR did.

Re: Insurance covered for damage during full fibre installation

MisterW — Mon, 30 Jun 2025 06:18:54 GMT

Under normal circumstances I would tend to agree with @Champnet , the customers contract is with Plusnet and they are primarily responsible for damage caused by their supplier. However, where Openreach are concerned its anything but 'normal'.

Since its not usually possible for a customer to contact Openreach directly regarding installation, the fact that Openreach have a procedure for reporting damage during installation would tend to indicate that they accept direct responsibility ?

Re: Insurance covered for damage during full fibre installation

Townman — Mon, 30 Jun 2025 06:32:06 GMT

And there’s a fair chance that the work was carried out by OR’s subcontractors.

The point of contract / contract might well lay with Plusnet, but the potential liability lays with whoever did the installation if a lack of care can be proven.

Re: Insurance covered for damage during full fibre installation

Champnet — Mon, 30 Jun 2025 06:54:38 GMT

Very simply, responsibility for the supply of goods or services lies with the person(s) who took your money......

Re: Insurance covered for damage during full fibre installation

Baldrick1 — Mon, 30 Jun 2025 07:18:03 GMT

In which case it's Plusnet's responsibility to field the complaint.

I guess that it's a case of whether the OP wishes to introduce delays by insisting that Plusnet pass the complaint on to Openreach, or whether Openreach are contacted directly.

At the end of the day it will be the responsibility of Openreach and/or their contractor to investigate and either repair or compensate for damage caused during the installation.

Re: Insurance covered for damage during full fibre installation

RealAleMadrid — Mon, 30 Jun 2025 09:31:07 GMT

@ricolee5394 I am a Plusnet customer and a member of the forum, not staff.

Your previous post is not clear, are you just asking if Plusnet will cover any damage that may happen or have you had an installation and there is damage needing repair?

Openreach are extremely difficult to contact directly so I would certainly use the link provided by @MisterW in msg#6.

From my experience with a delayed order it seems Plusnet also have difficulty communicating with Openreach.☹️

Re: Insurance covered for damage during full fibre installation

Smith7 — Mon, 30 Jun 2025 13:13:49 GMT

The workmanship of OR staff is very poor they say that they are not allowed to drill from the outside where they can see a course but drill from the inside and they downwords and nearly always burst off the face of the brick making a right mess

By 2030 all broadband will have to be FTTP and not copper FFTC OR will have alot of work to do

Re: Insurance covered for damage during full fibre installation

Champnet — Mon, 30 Jun 2025 13:46:28 GMT

@Smith7 I've not gone down the FTTP route yet but if you have an exisiting telephone line will the engineers be able to use that hole in thwe wall providing it's in the right place

Re: Insurance covered for damage during full fibre installation

bmc — Mon, 30 Jun 2025 14:25:44 GMT

@Smith7

FTTC will be around long into the 30's - OR will do well to reach their 30 million FTTP target by 1930.

I suspect drilling form the inside to out isn't the real problem with damaged walls - it's where the driller forgets to turn off the hammer action on the drill before it gets anywhere near the outside.

Brian