I shouldn't be charged surely?

[#1]

I have recently moved but I haven't been able to use my fibre broadband for 2 weeks due to a technician needed to put in the phone line. Survey I shouldn't be charged for a service I haven't been able to use?? I've had to buy additional Internet from my mobile provider which isn't cheap!

[#2]

Hi there,

Once a house move order completes we should refund the downtime between the previous service stopping and the new one starting. Has the order completed now?

[#3]

Thanks for your reply. I am currently waiting on a engineer to come and install a phone line which isn't due until the 15th. I understand it is due to bt and not plusnet but I was unaware of the refund due to not using your service so I am happy with that. Thank you for your quick response.