Openreach and Vodafone compensation scheme queries

user1977
user1977 Posts: 13,372
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edited 5 October 2023 at 4:43PM in Phones & TV
Having some trouble getting fibre installed via Vodafone - first installation appointment was a no-show by Openreach (Vodafone have accepted that's a missed appointment under the automatic compensation scheme, and daily compensation until I actually get connected).

But I've since had two further Openreach appointments where engineers have turned up but been unable to complete work because of access issues with neighbouring properties which the fibre will have to run through (not flagged up with me in advance).

So my queries which I can't see answered clearly elsewhere:

1. if engineers attend but can't complete the job (for reasons which aren't the customer's fault), is that an additional "missed" appointment for compensation purposes? (given I've been wasting my time staying in), and

2. Vodafone said the compensation would be credited once my account starts - but if I cancel the order and go back to Virgin Media (which I'm tempted to, even though VM aren't much more competent...) can I still be compensated for any of this?

Comments

  • iniltous
    iniltous Posts: 2,984
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    If engineers attend but cannot complete you are not entitled to a ‘no show’  compensation amount, because they did show up , but obviously the clock would be ticking as far as per day compensation , if you cancel them chances are your compensation would be cancelled as generally it’s applied as a bill credit , obviously this makes the process tricky if you cancel before service is supplied , and if you wait until service is in an cancel you would be liable for early termination charges.
    The compensation between Openreach and VF doesn’t involve you , but generally VF wouldn’t be out of pocket with anything they pay you , but access issues ( if OR are refused access ) could limit the amount they would pay the provider, but why would your connection need access to other people’s property, the only situation I can imagine would be terraced property where the service point is on the end of the terrace and ‘cable on wall ‘ is required across third party properties to get from that service point to the address ordering service, but in those circumstances the addresses should be market as ‘potential wayleave required’ and a much longer lead time built into the job incase permission is refused to cross these properties.
  • user1977
    user1977 Posts: 13,372
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    edited 5 October 2023 at 10:36PM
    iniltous said:
    If engineers attend but cannot complete you are not entitled to a ‘no show’  compensation amount, because they did show up , but obviously the clock would be ticking as far as per day compensation
    Yes, I get that, it's whether the additional appointments count for anything (especially today, which was meant to be an 0800-1300 slot, with them turning up towards the end of that and claiming they'd be back later (they weren't...) so I spent the whole day hanging around).
    why would your connection need access to other people’s property, the only situation I can imagine would be terraced property where the service point is on the end of the terrace and ‘cable on wall ‘ is required across third party properties to get from that service point to the address ordering service, but in those circumstances the addresses should be market as ‘potential wayleave required’ and a much longer lead time built into the job incase permission is refused to cross these properties.
    That sort of situation, yes, it's being taken from a pole in the back garden two doors along and then along the back wall, but with typical Edinburgh Victorian townhouse setup with high-walled back gardens difficult to access other than through the houses - plus they want to run the fibre around to my gable wall which itself can only be accessed via yet another property.

    I can get access to "my" back garden (like most of the houses, converted into flats but downstairs trusts me with spare keys and we have rights over each other's properties for this sort of thing) but I have no connection or clout with the other properties involved (or any suggestion in advance from Openreach that it would be a problem). Openreach seem to be leaving it up to each day's engineers to knock on doors and hope for the best, rather than arrange anything else in advance of my appointment.
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