Automatic Compensation not yet received

[#1]

I placed an order for full fibre which Openreach have been unable to fulfil due to their error in installing a new pole too close to the old pole. 

The Openreach engineer said I would be entitled to automatic compensation, but this doesn't show up on the latest bill,

[#2]

Moderator's note:
Thread moved from My Account/Billing to My Order.

[#3]

@Tim_E Welcome to the Plusnet Community Fora.

The devil is in the detail. Had you been given a formal appointment with a dated morning or afternoon installation appointment? That is necessary to qualify for compensation. 

If you qualify, it will not be credited to your account until 30 days after the service has been installed. See https://www.plus.net/help/legal/automatic-compensation/

[#4]

Yes, in fact I've had several dated and timed appointments. Every time the Openreach engineer gets out his van, looks at the poles(!) and then comes to tell us it won't be happening because he can't climb the pole .

[#5]

Is the pole marked as defective? Does the engineer have ladders on his van?

[#6]

Hi yes he has ladders. The background is: 

We had one pole outside our home which carried the electricity and telecoms cables. Earlier in 2025 Openreach arrived and decided that the old pole wasn't suitable to carrying the extra cabling needed for full fibre. So, they installed a new pole which is literally a few centimetres away from the old pole (from a distance they appear to be one pole they are that close) and then they moved the telecoms cables over to the new pole - but the electricity cables are still attached to the old pole. The engineers that have visited have said this should never have happened. In fact the telecoms cables are running around the old pole and I expect in time they will fail due to chafing! I have attached a pic which shows this clearly. 

So, yes in answer to your question, they do have ladders, including plastic ladders in their van, but the engineers say that because the power cables are so close to the new pole - but not attached to it - they cannot work on it (despite the fact that one of my neighbours was provided with full fibre from the new pole). 

So, until the issue is resolved between Openreach and the National Grid nothing is happening. According to Openreach postcode checker full fibre is available at our property but the reality is , it isn't!  So, I am due compensation for the failure to provide the service.

[#7]

@Tim_E I now see the issue, and totally agree with the engineers - it is not a safe working environment - whoever planned this work - and installed it - must have had a lot to drink!

I would think you are due compensation, as this is clearly OR incompetence - but don't take my word for it - they will try and wriggle out of their responsibilities.

[#8]

@Tim_E 

As you say, and is clearly apparent from your attached image, one of your neighbours has already been supplied with FTTP from the new pole.

ISTM that because it's a new pole which doesn't have any electricity cables attached it's not been designated as a joint user pole, but still needs a joint user pole trained operative due to its close proximity to such a pole.

Simple solution, tell the left hand what the right hand is doing, and if all else fails ISTM to be another case of an email to OR CEO.

Edit: typo

[#9]

Thanks RobPN - forgive my ignorance but what does ISTM stand for? 

Thanks

Tim

[#10]

@Tim_E ISTM = It seems to me. 😉

[#11]

Automatic compensation: this could be stalled due to the stretched caveat of the compensation clock stopping whilst permission to work (PTW) is approved.