2 months too long

[#1]

Hi all,

Signed up with plusnet beginning of September. Originally supposed to get set up mid September but it's been back and forth on what the delay was holding up my installation - Turns out a new pole needs installing and duct work needs to take place. I understand it's an openreach issue but why advertise full fibre if you cannot already provide the service in an area? It's quite an inconvenience.

My question is if I cancel now, do I still get any compensation owed for delayed activation and how long does this take to get sorted? I'm at my wits end now.

Thanks

[#2]

That pole and ducting will only supply a limited number of properties, the rest of the area is probably perfectly OK.

[#3]

@Berry24   Welcome to the Plusnet Community Fora.

Unless there is an independent network provider (Altnet) also providing a service in your area there is absolutely no point in cancelling. Every other supplier will also need this work to be completed, you will simply return to the back of the Openreach queue. Plusnet and all the other Openreach based ISPs sell services that Openreach advise as being available for supply to your premises.

Delayed activation compensation is only paid for the period after you have been given a confirmed appointment date for the service to be activated.

[#4]

Sounds bad @Berry24

I'm in 2 weeks into a change from FTTC to FTTP and one of the 2 poles involved in routing the fibre to my place is now untouchable by Openreach as it needs to be replaced. It has a Red D on it.

I'm expecting an update next week but I'm not hopeful as it seems it can be months before a dodgy pole gets replaced if it's still functional (but not accessible).

I assume there must be the infrastructure in place to still supply what ever product you were on before you came to plusnet so I wonder why it's not possible to roll back to that?   

[#5]

In more rural areas pole replacement timeframes can be measured in years.

[#6]

Hiya @Berry24 

If a delayed order is cancelled before being completed, automatic compensation will stop at the cancellation date. 

Please let us know if you need anything else in the meantime. 

[#7]

The 'D' flag normally stops it being climbed. They should be able to get a cherry picker to provide the service.

[#8]

Unfortunately the story I got from PN was that the pole was leaning too much and couldn't be accessed even with a cherry picker or hoist. Goodness knows what happens if there's a fault.