Delayed Installation & Overcharging

[#1]

I am writing to formally complain about a 4-month delay in my broadband installation (Account: [Removed] ).
​I applied for a new contract in Oct 2025 before my previous one expired. However, due to Plusnet’s failure to check underground ducting and repeated delays in civil works, I am still without the new service. My Jan 5th appointment has been delayed again to Feb 16th.
​Crucially, because of your delays, I have been charged a standard rate of £62/month since November. This is a 100% increase over my expected budget and is financially unsustainable.
​I request:
​An immediate credit to my account for the price difference (£62 vs. my new contract rate) since Nov 2025.
​My monthly billing to be capped at the new contract rate until installation is complete.
​An expedited date for the civil works.
​Please treat this as a formal complaint.

Moderator's note:
Post released from the automatic Spam Filter and account number removed. 

[#2]

To register a formal complaint, you could write (v.slow) or —better— phone them. But you will not be able to register a complaint on this customer-led chat forum.

Might be helpful for the forum regulars if you clarify if you already had a copper-based phone line (broadband with or without phone) in your previous contract and whether this was with PlusNet.

[#3]

Complaints Code of Practice:  https://www.plus.net/help/legal/complaints-code-of-practice/

[#4]

Did you have a CONFIRMED installation date?  If yes, then automatic compensation should be payable.  If your case is eligible the total compensation should significantly outweigh your higher charges but watch out for the notice of intent to cap payments in 30 days.

Installations where BT Openreach find they need to do extensive civil engineering works can be a royal pain, impacting end user and ISP alike.  Unfortunately waiting for LA A55 permission to work pauses the compensation clock.

If in this situation you did not have a CONFIRMED DATE (or the clock is paused), I would make a polite call to COTS.  Discuss the situation and ask if in the circumstances your contract change can be re-profiled as a re-contract as was, backdated to the order date, whilst BT Openreach get the civils sorted.

@Gandalf  does “assurance” have oversight of significant impact delays such as this case?