Broadband engineer failed to show

robert32

Hi there,

I recently had an unpleasant experience when a broadband engineer failed to show for an appointment and I was threatened with having to pay £100 to rearrange connection. Justification was this was the cost to bring out an engineer. As it turned out, they were in the wrong and now I am being offered compensation. How much can I realistically be entitled to? I took a days annual leave and have a reasonable salary. Can I pitch for what I would have earned?


Rob.

Jakg

Your ISP pay OpenReach to attend - this is a standard charge. Most ISPs only pass on some of this charge to the customer (i.e. subsidise the rest).

OpenReach pay compensation for missed appointments - but to the ISP. The compensation is less than the original cost of the appointment (something like just over half), in addition to allowing the existing appointment to be rebooked.

Both of these costs are on the internet somewhere (can't remember where I got them from).

I recently got half the "engineer charge" from Plusnet (£65, so £32.50) paid as a goodwill payment when OpenReach failed to attend.

The compensation that OpenReach pay your ISP is not strictly related to how much you are due - that could range between £0 and £xxxx depending on your contractual agreement - but it's a good starting point.

[Deleted User]

Hi,

robert32 wrote: »

I took a days annual leave and have a reasonable salary. Can I pitch for what I would have earned?

Did you actually lose a days pay, or just use a days holiday?

Browntoa

Unless it's a business line then expect very little compensation

Browntoa

You are not alone

http://www.telegraph.co.uk/news/2016/12/03/compensation-call-thousands-suffer-bt-broadband-delays/

11,000 a week

prowla

Somebody I know had two no-show installations and luckily managed to catch the engineer on the 3rd time before they just drove off.

The engineer explained that he only gets paid a flat £25 per installation, so if it's going to take a couple of hours then they're not even going to make minimum wage, so they just don't do it.

It seems a bit bad mannered just driving off, but I can also see their point of view...

In this particular case, the person paid them £100 cash to stay and do the job.

naedanger

robert32 wrote: »

Hi there,

I recently had an unpleasant experience when a broadband engineer failed to show for an appointment and I was threatened with having to pay £100 to rearrange connection. Justification was this was the cost to bring out an engineer. As it turned out, they were in the wrong and now I am being offered compensation. How much can I realistically be entitled to? I took a days annual leave and have a reasonable salary. Can I pitch for what I would have earned?


Rob.

The following is worth a read:

http://www.moneysavingexpert.com/shopping/delivery-rights

It explains how to claim compensation for the extra time off for a redelivery (I assume similar principles will apply to your situation).

pappa_golf

prowla wrote: »

Somebody I know had two no-show installations and luckily managed to catch the engineer on the 3rd time before they just drove off.

The engineer explained that he only gets paid a flat £25 per installation, so if it's going to take a couple of hours then they're not even going to make minimum wage, so they just don't do it.

It seems a bit bad mannered just driving off, but I can also see their point of view...

In this particular case, the person paid them £100 cash to stay and do the job.

umm the openreach engineer is on a weekly wage (or salary) , he is not paid by the job

Browntoa

They do use some contractors , they are paid by the job