Waiting a year for my fibre broadband install

[#1]

I am still waiting for my fibre broadband to be installed after a whole year. I have apparently reached the maximum amount of compensation, I can have. Obviously I haven't actually received anything because I haven't paid anything. 

However I have been paying out of contract fees to BT for a year because I had no idea it would take this long.

As I speak 2 houses 2 doors from me are having theirs installed and 6 months ago my neighbour had his installed. The people I speak to on the phone are lovely but this does not get my fibre installed.

Today I have written to head office and tried to email the CEO but this got bounced back.

Anyone have any ideas how I can get in contact with someone to actually get something achieved. I would like the promise of an upgrade or something else to compensate for the amount of time I have wasted

[#2]

@mbye What reason(s) have you been given for this exceptional delay? Something doesn't sound quite right.

[#3]

I ordered my full fibre back in October and have had non stop installation date changes, it's now been changed to June but I have no doubt it will be changed again when it gets closer.
They also have the nerve to give me £36 compensation which from what I can gather is no where near what I should be owed.

[#4]

@Jimm14 Welcome to the forums. It is advised to start your own topic, as 'piggy-backing' someone else's  causes confusion.

As I asked the OP - what reasons for the delay have you been given?

[#5]

and tried to email the CEO but this got bounced back.

@mbye  check the email address you've used here https://www.ceoemail.com/s.php?id=ceo-9593

The statutory compensation https://www.ofcom.org.uk/phones-and-broadband/service-quality/automatic-compensation-need-know depends on you having been given a confirmed installation date.

Have you received notification of such , it would say something like 'your installation is confirmed for ...' ?

or was it just 'we estimate your install will complete...' ?

Note that if the installation requires a permit to work from other authorities for example to dig up pavements or stop traffic , then the delayed installation clock stops while Openreach are waiting for that authorisation. Once granted, the clock should start again and accumulate.

Its possible for an ISP to limit any compensation to 60 days BUT they MUST formally inform you of this after 30 days delay

[#6]

Delays 9 to 12 months without the service order being cancelled as undeliverable / not viable

[#7]

From experience when there is a long delay it can be better to remain with the same ISP so that you can recontract and avoid paying out of contract fees, and then upgrade to FTTP when it is available.

[#8]

Hi there MisterW and everyone else I have never used forums before and am a bit of a novice. I have many notifications of the work going to be done from both plusnet and Openreach. They give me a date and tell me the work will be done between 8.00am -1.00pm. I have to be in or else I could be fined £65. They may need access to the property and I may need to move furniture.

I have taken time off and also once rearranged a holiday. Now when I get notice of an installation to be honest I ignore it or phone plusnet to see if it is true

[#9]

Had I known there was going to be a delay I would have renegotiated with my old ISP however I was initially told installation would be in 2 days

[#10]

An update.

There is a sign up saying they are going to close the road to install broadband at my address on 30/3/26. This has never happened before, so I am half getting my hopes up. 

As my neighbours had their fibre broadband installed yesterday with no road closure I am beginning to suspect the problem is with whoever did the survey for plusnet. You see I live on a very tiny road which is two way, even though there is only room for one car. I suspect whoever did the survey did not realise you can go down the road either way, so even if you dug up the road in front of my house it would not stop access to the other houses. If it was only one way you would need a road closure. So I shall be asking all the neighbours who have had theirs installed recently who their providers are. Although I am pretty sure my immediate neighbour is with BT ,who are the same company. He didn't need a road closure either. The open reach engineers who were fitting my neighbours also confirmed I don't need the road closed...only plusnet thinks I do😤

[#11]

So, @mbye  - do you check with Plusnet when appointments are not kept, and what excuses do they come up with?

only plusnet thinks I do - it won't be Plusnet who think you do, but Openreach.

[#12]

As my neighbours had their fibre broadband installed yesterday with no road closure I am beginning to suspect the problem is with whoever did the survey for plusnet. 

All the surveys will be done by Openreach!.

I suspect the engineer who did your survey thought the road needed to be closed. So now the 'system' believes the road needs closing for your install and no-one is able to challenge that!. Its the old 'computer says it need road closing' ...

[#13]

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@mbye wrote:

An update.

There is a sign up saying they are going to close the road to install broadband at my address on 30/3/26. This has never happened before, so I am half getting my hopes up. 

As my neighbours had their fibre broadband installed yesterday with no road closure I am beginning to suspect the problem is with whoever did the survey for plusnet. You see I live on a very tiny road which is two way, even though there is only room for one car. I suspect whoever did the survey did not realise you can go down the road either way, so even if you dug up the road in front of my house it would not stop access to the other houses. If it was only one way you would need a road closure. So I shall be asking all the neighbours who have had theirs installed recently who their providers are. Although I am pretty sure my immediate neighbour is with BT ,who are the same company. He didn't need a road closure either. The open reach engineers who were fitting my neighbours also confirmed I don't need the road closed...only plusnet thinks I do😤

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You do realise that Plusnet are an ISP? That is an Internet Service Provider - they provide you with an Internet service. PN don't carry out site surveys, drill holes in walls, run cables or block or dig up roads.  All communications' physical infrastructure and its installation is provided by companies such as Openreach or their appointed contractors. Not normally by ISPs.

[#14]

There is a sign up saying they are going to close the road to install broadband at my address on 30/3/26. This has never happened before, so I am half getting my hopes up. 

What's the betting that, if & when the Openreach engineer turns up to do the install, the first thing he/she says is 'I've no idea why they closed the road!'

[#15]

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@MisterW wrote:

What's the betting that, if & when the Openreach engineer turns up to do the install, the first thing he/she says is 'I've no idea why they closed the road!'

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He'll probably not turn up with the excuse that he couldn't get to the house because the road was closed!

@pvmb  wrote:
You do realise that Plusnet are an ISP? That is an Internet Service Provider - they provide you with an Internet service. PN don't carry out site surveys, drill holes in walls, run cables or block or dig up roads.

Some ISPs do provide their own network and do their own construction, installation, and maintenance - although you are correct that Plusnet just resell Openreach broadband.