Signed up 24/11/24 Still no install

[#1]

My so-called new ISP is turning into a complete joke, and I’m getting seriously fed up.

Apparently, my installation is supposed to be completed by 28/03/25, but I’d bet good money that won’t happen. Every time, Openreach pushes it back, making this whole process a farce. Meanwhile, PlusNet has just emailed me to say my price is going up—on a service I don’t even have yet!

For a laugh, here’s the first line of their email:
"We know that due to some technical difficulties you haven’t recently received a bill from us. Please know we are still working hard to get your account back to full working order."

They also had the nerve to add:
"This price change is in line with your current terms and conditions."

Given that I have no service and this delay is well beyond reasonable, can I cancel the order? Over four months of waiting! I switched to PlusNet because Virgin kept hiking their prices, and now, I’m in a worse position—paying more for a service that doesn’t even exist. I might as well take my business elsewhere.

To top it all off, if I’m not home on the day of installation, I can be fined £65. Can I fine them each time they cancel and push back my install? I’ve already wasted several full days waiting at home for them, only for them to cancel after the fact. This is beyond ridiculous.

[#2]

Hello @Rageypeep 

A warm welcome to the forums, albeit with a grim tale.

What service are you having installed?  SoGEA or FTTP?

Has your property ever been served by BT or is this one of those areas where VM Had exclusive access?  In some areas there is no existing BT infrastructure and you would face the exact same issues with any other ISP who delivers over BT's infrastructure.  What availability is reported at your property here - https://www.broadbandchecker.btwholesale.com/#/ADSL/AddressHome

For FTTP please note the installation comments, for example ...

Our records show the following FTTP network service information for these premises:-Single Dwelling Unit Residential UG congested duct.

Exactly what does the introduction to the installation email say?  If it says "we aim to install on ... " then you do not have a committed date and compensation will not be payable for delayed installation, unless a booked appointment has been missed.  It it gives an unqualified installation date, then that is probably a CONFIRMED date and the automatic compensation scheme applies...

Ofcom Automatic Compensation Scheme

Plusnet is signed up to the Ofcom Automatic Compensation Scheme - see Automatic Compensation FAQs. Plusnet will pay automatic compensation in the following circumstances:

1. Delayed activation of your broadband and/or landline service
2. Delayed repair following a total loss of service
3. Missed appointments

For compensation to be paid (as a credit to your account), you must have a CONFIRMED date for the failed activity. Compensation is credited within 30 days following the resolution of the issue giving rise to the claim.

To see what is happening in detail, check the ticket history on your account - log into the portal in another tab, return here and click the PN TICKET link below. Look at the details of the tickets; if there appears to be no activity after the due date, contact support.

Note: Outages arising from a Major Service Outage (MSO) event need to be processed manually, so you might need to contact support.

What do the tickets on the account indicate?

If you have a confirmed date for the installation, then the delayed installation compensation clock should be ticking, though there are some claimed caveats (under debate)...

1. The compensation clock stops ticking whilst waiting for permissions to work (dig works) or waiting for wayleaves
2. The delayed installation compensation stops after 60 days ... but that is only correct if a cap on compensation notice has been issued

There are significant procedural barriers between all ISPs and BT Openreach / BT Wholesale - if BT advise that the next update is in 7 days time, they simply will not entertain a chase from the ISP before that next update date has passed.  BT also determines when and under what circumstances an ISP can raise an escalation / complaint.

Thankfully BT has no control over what an end user can do.  We have seen great success where users have written direct to the CEO of BT Openreach requesting escalation to the DSO.  Recently we saw a case of a user waiting nearly tow months to have the inside and outside fibres spliced ... which was fixed within days of them writing to the CEO.  Sadly sometimes on the ground BT OR is abysmal and it needs a kick from on high where ISPs are not permitted to tread, especially those within the larger BT family.

Any other ISP using BT infrastructure is going to face the same issues.  various ISPs do use other infrastructures if they are available - for example Zen also use City Fibre.

As to being released from your contract, the 14 day cooling off period has passed.  However the service has not been provided within a reasonable time frame; it is now more than 90 days since signing up, I suggest that there is more than fair grounds to claim a breach of contract and ask to be released penalty (ETCs) free ... if after all of this trouble, you want to take the chance of starting all over again.  Do consider that if you take that approach and your alternative supplier, using BT infrastructure will have benefitted from whatever has been done to get this far along the process.