Broadband failed installation, 2 month ongoing issue

mollymunchkin

We tried to swap from copper line to fibre. Open Reach said there’s no room on the pole and BT say we can’t re-instate the old line as they aren’t starting new contracts on the old copper lines. So we have been stuck for 2 months without a proper broadband connection. BT gave us a 4G hub but it isn’t good enough to work from home.

How can we resolve this? I spent 3 hours on the phone tonight being passed between departments, having to explain each time, until I was cut off at 8pm. Can we go to another provider who will reconnect the copper line? Or how do we get the pole issue sorted and get fibre?

Getting really annoyed now.

Peter999_2

I can imagine your frustration and it is not acceptable.   I can't offer any advice on how to resolve it as if your only provider is OpenReach then they have to fix it.

However, what I would say is that you are entitled to the broadband failure to install compensation which is £6.10 a day.   I would speak to BT and tell them that they currently owe you £366 and that it is rising every day until they get their fingers out.  Hopefully this might spur them into action, but whatever happens make sure you get paid this money.

Here is the BT website confirming the compensation and that it is unlimited - they specifically say there is no limit to the compensation : 

Automatic Compensation | BT Help

35har1old

Peter999_2 said:

I can imagine your frustration and it is not acceptable.   I can't offer any advice on how to resolve it as if your only provider is OpenReach then they have to fix it.

However, what I would say is that you are entitled to the broadband failure to install compensation which is £6.10 a day.   I would speak to BT and tell them that they currently owe you £366 and that it is rising every day until they get their fingers out.  Hopefully this might spur them into action, but whatever happens make sure you get paid this money.

Here is the BT website confirming the compensation and that it is unlimited - they specifically say there is no limit to the compensation : 

Automatic Compensation | BT Help

If there's no fibre connections available it might take sometime before one comes available and the compensation likely won't be paid in installments 

M25

Can you get 5G at your address? Monthly PAYG deals are out there or buy a 5G router and cheap 5G SIM. 

Have you thought about Starlink? https://www.starlink.com/

If you're desperate and can afford the small investment you can resolve the problem for now.

littleboo

Peter999_2 said:

I can imagine your frustration and it is not acceptable.   I can't offer any advice on how to resolve it as if your only provider is OpenReach then they have to fix it.

However, what I would say is that you are entitled to the broadband failure to install compensation which is £6.10 a day.   I would speak to BT and tell them that they currently owe you £366 and that it is rising every day until they get their fingers out.  Hopefully this might spur them into action, but whatever happens make sure you get paid this money.

Here is the BT website confirming the compensation and that it is unlimited - they specifically say there is no limit to the compensation : 

Automatic Compensation | BT Help

It's not really unlimited. The provider can give 30 days notice after 30 days.

Peter999_2

littleboo said:

It's not really unlimited. The provider can give 30 days notice after 30 days.

It clearly states : 

How much compensation can be paid

You will be compensated for total loss of service, or for delayed activation, until we fix the issue.

No mention of giving you 30 days notice at all, they are quite clear that they will compensate you until it is fixed.  I had to help my parents with Talktalk when their auto-compensation didn't work for a phone line that was out for over 2 months.  I got them every penny that they were entitled to.

400ixl

Peter999_2 said:

littleboo said:

It's not really unlimited. The provider can give 30 days notice after 30 days.

It clearly states : 

How much compensation can be paid

You will be compensated for total loss of service, or for delayed activation, until we fix the issue.

No mention of giving you 30 days notice at all, they are quite clear that they will compensate you until it is fixed.  I had to help my parents with Talktalk when their auto-compensation didn't work for a phone line that was out for over 2 months.  I got them every penny that they were entitled to.

Maybe best to go and read that actual legislation at https://www.ofcom.org.uk/phones-and-broadband/service-quality/automatic-compensation-need-know/ rather than what is on an ISP's site.

It says "Providers can put a cap on the amount of compensation they pay out. After 30 days of an automatic compensation payment occurring, they can serve a cease notice to let you know that automatic compensation payments would stop after a further 30 days.

After this, your provider needs to take reasonable steps to provide a suitable alternative service. If they are not able to give you a suitable alternative, you will still be entitled to automatic compensation under the scheme."

As they have provided an alternative they would be entitled to cap the compensation.

Peter999_2

400ixl said:

Maybe best to go and read that actual legislation at https://www.ofcom.org.uk/phones-and-broadband/service-quality/automatic-compensation-need-know/ rather than what is on an ISP's site.

It says "Providers can put a cap on the amount of compensation they pay out. After 30 days of an automatic compensation payment occurring, they can serve a cease notice to let you know that automatic compensation payments would stop after a further 30 days.

After this, your provider needs to take reasonable steps to provide a suitable alternative service. If they are not able to give you a suitable alternative, you will still be entitled to automatic compensation under the scheme."

As they have provided an alternative they would be entitled to cap the compensation.

You don't need to read the legislation, that is just what they have to provide as a minimum.

BT have decided to go above and beyone what is legally required and will compensate you until it's fixed.

I do like the bit where you say "rather than what is on an ISP's site".   They are well within their rights to offer above what is the legal minimum, it's up to them.

I've dealt with many ombudsmen over the years and the companies I've worked for would quite often offer things above the legal minimum which made the regulator happy.

littleboo

What it says is "You will be compensated for total loss of service, or for delayed activation, until we fix the issue"

"Fix the issue" might mean cancelling the order. Not all issues can be fixed, or fixed within a reasonable timeframe or for a reasonable cost. 
'
Common sense says that they won't expose themselves to unlimited compensation.

What if it transpires here is no way to provide the service the customer ordered? Do you think they would pay £6.10/day for ever?

Peter999_2

Common sense and BT don't necessarily go hand in hand speaking from experience. 

A very quick look on the community BT forum shows quite a few people getting 3 to 4 months worth of compensation from BT when their line wasn't activated.     Just have to make sure that they don't try and say that they provided the 4g modem and therefore they "fixed" the issue which isn't the case if the modem is not suitable.

400ixl

Spoke to a BT escalations service manager I know today and the BT policy is to limit compensation where they can and to issue 30 days notice at 30 days if they do not believe there will be a resolution. They do have discretion to do otherwise though.

So basically, their policy is to do as the regulatory regulations allow them. The default is not to go beyond that.

BT are also part of the automatic compensation scheme, so if the OP is 2 months in and not getting compensation then BT do not have an open case that is triggering compensation.