Engineer says installation will be a 'massive job'

[#1]

Thanks. As far as I'm aware the reason for the delay is that they are waiting for a survey... 

[#2]

Be aware, you need to have (have had) a CONFIRMED date for the installation.  Dates for surveys / inspections / preliminary works do not count.  Look carefully at the wording of the emails you have received.  If is says "we will aim to..." or the like, then that is NOT a CONFIRMED date in respect of the compensation scheme.

[#3]

@Townman thanks for the OFCOM link, very useful. In that it's automatic I presume I don't need to apply for it so I'm wondering, how do I know whether I'm going to receive the compensation? 

[#4]

Something should appear on your ticket history.  If paid, it should be credited to your account within 30 days of the service being provided.

It would be worth contacting support and ask for affirmation that the date you have been given is a CONFIRMED installation date.

[#5]

@Townman  I had considered the 'committed date' but given that the engineer turned up , installed the ONT but couldnt complete the install and requested a survey..

The cable to my house and my neighbour's is 'sausaged' which means my connection cannot be changed without affecting the neighbour's. And for some reason they can't put in another line separately. So the engineer has requested a survey which he said shouldn't take long though I do wonder whether it will go ahead in the end. He has put in the internal fittings anyway so he was optimistic!

I'd think that was a committed date

[#6]

@Townman 

I'm guessing this is good evidence!

"The engineer appointment to activate your broadband service is confirmed for 14/02/2025. The engineer should arrive..."

[#7]

😊Thank you 🙌

[#8]

That looks like good evidence for a CONFIRMED date.

This now needs to be watched: elsewhere we have seen a claim that "waiting for permission to work" stops the compensation clock ... which does not seem to be in the spirit of teh Ofcom code of practices, which expressly states that matters outside of the control of the CP/ISP do NOT give rise to grounds for not paying the due compensation.

You might have to argue the position here ... when the time comes.

See https://community.plus.net/t5/My-Account-Billing/Not-eligible-for-automatic-compensation/m-p/1999554...

[#9]

@Townman @MisterW by the way, this is the sausage

 

[#10]

Looks like the same as that in the telegraph pole picture.

[#11]

@Townman @MisterW @LexLex2020 @jab1 

Update! So the Openreach survey was done today and they have said that they are putting the new line in later today. They have to disconnect my existing line and my neighbour's line - which they have kindly agreed to - and feed new lines from the pole. Or something like that!

Watch this space and thank you for all your support and guidance

[#12]

So the Openreach survey was done today and they have said that they are putting the new line in later today.

That sounds like good news. I'm a bit surprised that they can arrange to put a new line in that quickly!. Maybe they've realised how much it would be costing them in delayed provision compensation ( or maybe not!😀)

[#13]

@MisterW I know! I was surprised too. It all sounded so simple as she was describing what was going to happen, she sorted permission with neighbour, done and dusted in about 10 minutes. I'm still keeping everything crossed 🤞🤞

[#14]

Yes, I wouldnt have thought it was technically difficult, it just needed a new line to your neighbour and then the new fibre running separately from the pole via your neighbour. Yes it needs the neigbour to agree, which it sounds like they have.

I think the original engineer (contractor) just didnt want the hassle on a 'poets' day! The new lines will be done by an Openreach engineer and they don't get paid 'by the job', so they can take as long as it takes...

[#15]

Apparently delay automatic compensation is not paid whilst waiting for permission to work.