How Long Does It Take?

[#1]

What are the chances of getting this thread moved back to the Full Fibre forum now I have upgraded to it?

I can then put my other follow up questions in here then rather that starting a new thread there and linking to this one.

Thanks in advance

[#2]

@DerekW 

I would suggest a new thread - after all, this one is about how to get Full Fibre when OR are playing silly beggars.

Any new questions will be about the install or equipment that can be used.

Brian

[#3]

@DerekW 

If you are going to discuss routers rather than the Full Fibre provision I would suggest opening a new thread in Tech Help for third party routers or My Router for a plusnet supplied one.

[#4]

Well tomorrow is the big day when OR are supposed to be installing/activating my full fibre.

It has been a long hard slog to get it to this point, I just hope it all goes smoothly... although I do have this sense of dread that they are going to find a reason not to proceed.

If that happens am I right in thinking I will get compensation for each day I have to wait for completing of the installation?

[#5]

If at any point through this journey, you were given a CONFIRMED installations date (no "we aim to..." words in the email) AND there has been no delay for PTW approvals, then yes, the automatic compensation scheme should apply.

Ofcom Automatic Compensation Scheme

Plusnet is signed up to the Ofcom Automatic Compensation Scheme - see Automatic Compensation FAQs. Plusnet will pay automatic compensation in the following circumstances:

1. Delayed activation of your broadband and/or landline service
2. Delayed repair following a total loss of service
3. Missed appointments

For compensation to be paid (as a credit to your account), you must have a CONFIRMED date for the failed activity. Compensation is credited within 30 days following the resolution of the issue giving rise to the claim.

To see what is happening in detail, check the ticket history on your account - log into the portal in another tab, return here and click the PN TICKET link below. Look at the details of the tickets; if there appears to be no activity after the due date, contact support.

Note: Outages arising from a Major Service Outage (MSO) event need to be processed manually, so you might need to contact support.

There is some level of debate about the legitimacy of the suspension of the payments due to delays in receiving PTW approval - the Ofcom guidance on this matter is quite explicit that causes outside of the control of the CP MUST NOT be used as grounds not to pay compensation.

[#6]

Emails and messages all say confirmed date/time

Also had messages and emails from OR saying they will be here tomorrow to carry out the work

[#7]

Random thought just popped into my head...

If OR are unable to complete the install tomorrow I wont be left without broadband will I? As in my old service being cut off automatically? 

[#8]

@DerekW No - the cessation of your FTTC connection should happen once the engineer starts your FTTP installation.

[#9]

Well no full fibre for me today ☹️

They turned up early and did all the "Inside out" work but another team needs to come back and do a small dig from the pit to where it will come into my property, about a metre or so.

Once that has been done they will send yet another team out to complete the connection.

Oh well such is life

[#10]

Hi Derek

Just for your piece of mind, the copper service will remain intact and functional until the full fibre instalation is initiated and finalized.

If you have any further queries then please do not hesitate to reach out.

Thanks

Lee

[#11]

Further update...

Received a PTW form from Openreach to fill out and sign electronically, which I have done.

Openreach have confirmed receipt of the completed PTW.

PlusNet also sent me a message, after the fact, letting me know that Openreach needed the PTW paperwork - I responded to that message to let them know that this has been completed and acknowledged as such by Openreach.

Just need to wait now for the small bit of work to be done, hopefully it will not take to long.

[#12]

You need to keep track of these dates.

The automatic compensation scheme has loopholes which are used to exclude the days between raising PTW and PTW being approved from payment eligibility.  Now that PTW has been approved and returned, the delay clock should start ticking again.

[#13]

Thanks for the info.

Hoping things will move along at a reasonable pace and that there will not be anymore issues.

[#14]

I have had multiple messages over the last day from OR and PlusNet telling me that someone will come to complete the connection on 27 October.

In the mean time I just need the other team to come and do the small dig across my pavement from the pit and install the ducting for the fibre pull to the entry point in my wall.

[#15]

Hi @DerekW 

I have reviewed your order and can confirm the target date for the installation is indeed 27th October nevertheless this is subject to change dependant on how the external works progress.

The civils work is ongoing with the view to carrying out dig work, hopefully this doesn't take too long as I am sure you are eager to be up and running as soon as possible. Please be assured any applicable automatic compensation will be calculated once the order completes and credited to your account within 30 days upon completion.

Thanks

Lee