Automatic Compensation - missed activation date

[#1]

Hi - I received a 'promised' activation date for upgrade to full fibre from Plusnet of 25/09/2026.

It now looks like, due to delays with Openreach, this date will not be met.

I sent a message to Plusnet asking if I would get the £6.46/day compensation due to this.

I was told that due to Openreach delaying I would not be eligible.

However, after checking on this I believe that Plusnet can not deny paying this compensation, even if Openreach is the issue.

Am I correct in thinking they are due to pay me the compensation regardless of the reason (assuming I haven't missed appointments etc.) 

[#2]

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[#3]

@JC121067  A promised activation date is meaningless, it is just an optimistic guess, until you receive an email from Plusnet with a confirmed activation date you have no grounds for expecting compensation. That date is the starting point for calculating the amount due.

You seem to be rather ahead of yourself, the 25th is still a few days away so you can hardly be expecting any compensation yet, or were you just checking to find out about it?

As for support saying you will not be eligible if Openreach cause the delay that is total nonsense, from my own experience I received a substantial compensation payment which was entirely due to Openreach failing to repair a blocked duct. The total delay was 100 days but because I had no confirmed appointment for a couple of months after the order I received compensation for only 30 days.

[#4]

Hi @RealAleMadrid - you are correct, I am just checking to find out as I have been told that they will definitely not meet the 25th September date, due to delays with Openreach.

I'm not sure what significance the 'promised' date that I received has but below is a snippet from the Plusnet page that specifically references 'the date we promised'.

• Compensation will be due if your service isn’t activated by 11.59pm on the date we promised you (including when switching from another provider)

 So thought that the 'promised' date they had given me = 'the date we promised'.

[#5 · Accepted solution]

@JC121067 

The compensation start date is the day of the confirmed am or pm appointment from Openreach.

[#6]

Very simple approach to blame OpenReach. My connection suppose to happen yesterday. Today got a message - "t's Openreach on behalf of Plusnet. The job is a bit more complex than usual." 

I don't care who Plusnet is using to connect customers. They promised me connection and now I am without one.

[#7]

@SP_04 If Openreach say they have hit a problem, that is not Plusnets fault, and there is realistically nothing they can do about it.

[#8]

They were chosen because they stated connection at the address was possible. The order was placed, Engineer visited. 

[#9]

And what did s/he say? What service are you intending to take?

[#10]

They were chosen because they stated connection at the address was possible. The order was placed, Engineer visited. 

I'm afraid that all ISPs using the Openreach network use the information that the Openreach system gives them! If, when the Openreach engineer arrives, the installation is more complicated than the system says, then the ISP is constrained by what Openreach advise.