Openreach Engineer Didn't turn up

[karengaskell]

Hi had an appointment for a openreach engineer to come yesterday to install fibre to the house between 1pm-6pm but no one turned up. It says on my account that it was completed yesterday.

[jab1]

@karengaskell Was this a Full Fibre or FTTC connection? Do you have the Plusnet Hub, and is is plugged in/turned on?

[karengaskell]

Full Fibre i have the hub but no fibre box on the inside to connect to

[jab1]

Ah - in that case, I suggest you contact PN (0330 123 9123) and ask for an explanation.

[corringham]

@karengaskell it may be worth keeping a copy of the appointment confirmation, and taking a look at Plusnet's compensation T&Cs

3. Missed appointments

• Compensation will be due if your broadband and/or landline engineer misses the scheduled appointment or doesn’t attend in the confirmed appointment slot we gave you; or
• You've been given less than 24 hours' notice of a change or cancellation
• We'll pay you £30.49 for each missed appointment

[MisterW]

I thought Missed appointment compensation applied to fault investigation visits. This is more likely classed as a Delayed activation and as such the daily compensation would be applicable

• 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)
• We'll pay you £6.10 for the missed activation day, and for every day after that until the day your service is activated
• If the activation is delayed because you've missed the appointment, the compensation calculation will stop. It will only start again if the activation isn’t completed during the next engineer visit

[corringham]

The T&Cs don't mention anything about the reason for the appointment - they just state the compensation due if an engineer misses an arranged appointment.

It may be the case that delayed activation compensation is also due.

[MisterW]

An installation appointment is just that, a date for the service to be activated. It may or may not require an engineer. If it happens to require an engineer then thats as maybe, but IMHO that doesnt turn it into a confirmed engineer appointment.

edit:

It may be the case that delayed activation compensation is also due.

Re-reading the OFCOM statements, you may well be correct. It does explicitly refer to provisioning appointments

[corringham]

---

@MisterW wrote:

...that doesnt turn it into a confirmed engineer appointment.

---

So if the customer happened not to be in when the engineer visited that wouldn't result in a charge to the customer?

T&Cs suggest it would be charged:

8. Engineer visits

8.1. We'll agree an estimated appointment date for engineer visits and will contact you a minimum of two working days in advance if this changes. You can change or cancel any appointment date but you must give us at least two working days' notice.

8.2. We may charge you, as set out in the Price Guide, (£65!) for any engineer visit if:

...

8.2.2. entry is refused to the premises, or access cannot be gained by the engineer;

[MisterW]

See my edit above

[pjmarsh]

I've got an account in a similar position.  It's a new account for a FTTP connection where there is currently only ADSL.  The appointment was for last Thursday afternoon.  I'd had txt messages from Openreach and Kellys (contractor who'd been given that appointment!), but none turned up. 

I phoned at 6:30 and the job was still open without any notes, so still a possibility that they could turn up.  Shortly after the appointment was cancelled and a new appointment for next Thursday afternoon (a week after the original appointment) was sent through.  The following morning this was moved to Friday morning.  I've had the Openreach txts for this appointment now as well.

Reading through the Ofcom guidance a number of times, I took it that the compensation that we'd be due once its all sorted is (given nothing changes again):

• £30.49 for the missed appointment
• 8 x £6.10 for the 8 days delayed = £48.80

Which would give a total of £79.29 credit.

That was my reading of it.