Works Still Not Done

[#1]

I paid for this setup on July 12th, over a month ago. I have no connection to the house so I'd need fibre to be installed to the house. They have now pushed this back by 2 weeks already and seems to just keep moving backwards. Customer service don't do much to help in the matter. Is there a way of claiming compensation for this time wasted? I've had to pay an extra £25 for unlimited mobile data just to run the devices in the house. Truly not happy at the moment.

[#2]

What product have you ordered, @Cadem00 , and what is the 'work' required? Compensation is only payable once your service becomes 'live'.

[#3]

They need to run cable from the fibre on my road down to my house, but it’s just excuse after excuse, I’ve paid the initial fee and I’m still 1 month without internet

[#4]

And it’s Full Fibre 300

[#5]

So, you are waiting for the installation of Full Fibre, which involves running a  new connection to your home, and installing the associated CSP and ONT in/on your property. What reason have they given for the delay, and have they ever given you a confirmed date?

[#6]

Delays with open reach is the reason for it apparently and yes a confirmed date of 31st July…

[#7]

In that case, once you are connected and your service starts, you should receiver compensation

[#8]

I hope so! Thanks for the peace of mind!

[#9]

@Cadem00 

Is this a new account or an upgrade from your previous service?

Although you have been charged upfront for one months service your billing period doesn't start until the service goes live so your next bill would be one month on from the live date.

Brian

[#10]

I’ve not got anything in place whatsoever, so it’s a completely brand new install. And it’s the fact that I’ve paid upfront for 1 months service which I’m a bit disappointed about because I’m yet to have any progress on the situation.

[#11]

@bmc As you say, the billing for what I guessing is a Full Fibre service should not start until it is up and running, the OP should still be entitled to compensation from their confirmed date.

[#12]

As Plusnet is signed up to the Ofcom Automatic Compensation Scheme you will be compensated for any delays from installation date you have been given until the service goes live.

Depending on the work and complexity of the works, hard digs etc and getting the necessary wayleave permissions these installations can take while.

I'm in a similar situation with another ISP and it's now 2 months and counting!

[#13]

Deleted - posted on wrong forum.

Brian

[#14]

Wrong topic, @bmc 😀