topic Re: Payment for missed OpenReach appointments in Plusnet Feedback

Payment for missed OpenReach appointments

jelv — Wed, 30 Oct 2013 15:05:44 GMT

Anyone who has had a missed OpenReach appointment should look at how much OpenReach pay Plusnet when considering whether the compensation Plusnet pass on is adequate!
http://www.openreach.co.uk/orpg/home/updates/briefings/generalbriefings/generalbriefingsarticles/gen02413.do

Re: Payment for missed OpenReach appointments

AndyH — Wed, 30 Oct 2013 15:58:38 GMT

Interesting announcement from Openreach today http://www.openreach.co.uk/orpg/home/updates/briefings/generalbriefings/generalbriefingsarticles/gen06613.do
So for new landlines, if Openreach do not make an appointment within 12 working days of the order, then compensation is paid by Openreach to the communication provider (i.e. PN). Will this get passed on to the customer (even though the amount is quite small...)?
I have a feeling this announcement today will be closely linked to today's Watchdog programme.

Re: Payment for missed OpenReach appointments

Finguz — Wed, 30 Oct 2013 15:59:40 GMT

We had a no show a few months ago and got nothing in compensation

Re: Payment for missed OpenReach appointments

James — Wed, 30 Oct 2013 16:05:53 GMT

We also charge considerably less for a customer missed appointment than what we are charged.

Re: Payment for missed OpenReach appointments

Finguz — Wed, 30 Oct 2013 16:11:52 GMT

Quote from: James
We also charge considerably less for a customer missed appointment than what we are charged.

What is the standard amount of compensation you pay to customers who have had an engineer not show up?

Re: Payment for missed OpenReach appointments

James — Wed, 30 Oct 2013 16:19:07 GMT

It's dealt with on a case by case basis.

Re: Payment for missed OpenReach appointments

Finguz — Wed, 30 Oct 2013 16:31:27 GMT

I see, well I have never been one to look a gift horse in the mouth so perhaps, when someone has a free minute or three spare they could have a look at our no show?
It was discussed in a ticket ( #67587979 - towards the bottom ) which has now closed automatically.
No rush, but if you were paid a fee for the no show, it seems only reasonable that we are compensated.

Re: Payment for missed OpenReach appointments

orbrey — Thu, 31 Oct 2013 10:21:46 GMT

Hi, no worries and we'd be happy to look into it but please raise a ticket for the request and we'll look into it there.

Re: Payment for missed OpenReach appointments

Finguz — Thu, 31 Oct 2013 10:38:14 GMT

Done, question #76504901, thanks Matt