topic Re: Delayed Installation & Overcharging in My Order

Delayed Installation & Overcharging

netzeddie — Wed, 07 Jan 2026 16:39:07 GMT

I am writing to formally complain about a 4-month delay in my broadband installation (Account: [Removed] ).
I applied for a new contract in Oct 2025 before my previous one expired. However, due to Plusnet’s failure to check underground ducting and repeated delays in civil works, I am still without the new service. My Jan 5th appointment has been delayed again to Feb 16th.
Crucially, because of your delays, I have been charged a standard rate of £62/month since November. This is a 100% increase over my expected budget and is financially unsustainable.
I request:
An immediate credit to my account for the price difference (£62 vs. my new contract rate) since Nov 2025.
My monthly billing to be capped at the new contract rate until installation is complete.
An expedited date for the civil works.
Please treat this as a formal complaint.

Moderator's note:
Post released from the automatic Spam Filter and account number removed.

Re: Delayed Installation & Overcharging

SixCopperKs — Wed, 07 Jan 2026 14:14:14 GMT

To register a formal complaint, you could write (v.slow) or —better— phone them. But you will not be able to register a complaint on this customer-led chat forum.

Might be helpful for the forum regulars if you clarify if you already had a copper-based phone line (broadband with or without phone) in your previous contract and whether this was with PlusNet.

Re: Delayed Installation & Overcharging

jab1 — Wed, 07 Jan 2026 14:26:17 GMT

Complaints Code of Practice: https://www.plus.net/help/legal/complaints-code-of-practice/

Re: Delayed Installation & Overcharging

Townman — Sun, 11 Jan 2026 13:31:43 GMT

Did you have a CONFIRMED installation date? If yes, then automatic compensation should be payable. If your case is eligible the total compensation should significantly outweigh your higher charges but watch out for the notice of intent to cap payments in 30 days.

Installations where BT Openreach find they need to do extensive civil engineering works can be a royal pain, impacting end user and ISP alike. Unfortunately waiting for LA A55 permission to work pauses the compensation clock.

If in this situation you did not have a CONFIRMED DATE (or the clock is paused), I would make a polite call to COTS. Discuss the situation and ask if in the circumstances your contract change can be re-profiled as a re-contract as was, backdated to the order date, whilst BT Openreach get the civils sorted.

@Gandalf does “assurance” have oversight of significant impact delays such as this case?

Re: Delayed Installation & Overcharging

netzeddie — Wed, 14 Jan 2026 12:24:04 GMT

It's not confirmed yet. The engineer was originally scheduled to install on 14/01/2026, but I just received an SMS saying the appointment has been cancelled again!

Re: Delayed Installation & Overcharging

Townman — Wed, 28 Jan 2026 15:34:26 GMT

In which case, I would recommend making the call to COTS and asking if your 'renewal' can be 'converted' to renewing what you have already, back dated to the renewal date and arrange to novate the contract later onto FTTP when BTOR has a full row of ducks.