Broadband failure in new build

poppy34747

I moved into a new build property 5 weeks ago. After 2 weeks my broadband stopped working. Both the openreach and hyperoptic connections failed at the same time. Openreach have visited twice and now confirm the failure is somewhere on site that is still being worked on which a standard engineer has no access (his view was that someone has cut a cable accidentally). I have reported it to the developer who have so far ignored me. My ISP (Plusnet) are talking to Openreach but have suggested it won’t be a quick fix. Where I live has virtually no phone service and even with a mobile dongle it only allows basic browsing. Has anyone experienced this and has any advice please? Should I pursue the developer through their complaints process to properly engage with openreach? Can I demand that they reimburse me for what I’ve spent on the dongle and provide something better like a 5g or Starlink? Should I be reporting this as a breach of building regs as full fibre should be available?

MattMattMattUK

https://forums.moneysavingexpert.com/discussion/6674570/broadband-failure-in-new-build

Your contract is with your broadband supplier, not the developer, you deal with your broadband supplier. You get compensation for each day after the first two working days it is not fixed, that is from the supplier, you have no route against the developer.

From the MSE Guide:

• You get £10.34 each day if you report a fault with your broadband or landline and it's not fixed within two working days. There's no limit on this, so you'll keep accruing the compensation until it's sorted.

https://www.moneysavingexpert.com/broadband-and-tv/how-to-switch-broadband-provider/

You cannot demand that they reimburse you for anything, or provide 5G or Starlink, it is not a breach of building regulations. You could however use the £210 compensation you are already entitled to, plus any further to provide your own solution. Starlink would cost you £50 a month, 5G broadband would be cheaper, you just need to find what networks cover your area well.

Eldi_Dos

Reading that it would appear that damage has been done in a area of your development that is not open to the public, or Openreach engineers, although they should be allowed access by appointment.

What I would do in your situation is find the Site Agent, should be noticeboard somewhere with details of who they are and have contact details. Go and see them and get update on progress of repair.

If unhappy with details of what you are told by all means start complaint, cannot do any harm and may escalate how the damage is dealt with.

littleboo

To clarify, you have an Openreach connection and also Hyperoptic and both failed simultaneously? What have Hyperoptic said?

iniltous

Unless you have service from both , one an ISP based on Openreach and Hyperoptic on the other how do you both have failed ?

If both have failed then it seems too much of a coincidence to be just an Openreach issue , a cut Openreach cable cannot affect Hyperoptic , both networks are are separate, although it’s possible Hyperoptic have leeched onto some of the Openreach infrastructure on site and are using OR ducts around the development, but they may also have their own ducts ……if both networks have failed that suggests something larger than a single cut cable , and whatever it is , the problem is affecting both networks simultaneously . If this were (for example) the developer excavating a new trench across a road and severing both the Openreach and Hyperoptic infrastructure in the same action , then it could be a major problem to resolve , and to a certain extent outside the control of the network operator and potentially a lengthy delay depending on exactly what has occurred.

As stated , you have a residential tariff and the Plusnet service is covered by the Ofcom automatic compensation scheme , I’ve no idea if Hyperoptic have a compensation scheme on Ofcom terms or their own separate scheme, but there is no consequential loss on residential services, arguably if you state your business (or job ) suffers you are using the service in violation of the terms and conditions of a residential service , but that’s being a little pedantic….as far as Plusnet , they compensate in line with the Ofcom scheme but it can have limitations, especially if the problem is outside their or Openreach control , but until the service is restored you won’t know exactly what you will be refunded.

poppy34747

They both have the red LOS light failure. I did try and get hyperoptic activated with the same result so I cancelled it. The Plusnet person indicated that if I solution isn’t found within 30 days they can just cancel my contract. Just a bit concerned I’ve ended up with a house that has no internet and phone signal. I’ve no idea if anyone will fix and when. I can’t even speak to Openreach directly.

MattMattMattUK

https://forums.moneysavingexpert.com/discussion/comment/82054378#Comment_82054378

There is no point in you trying to speak to Openreach anyway, you have no contract with them and they only act on instruction from a supplier. They will need to obtain access to the site, locate and then fix the break (likely someone has stuck a digger shovel through the lines), if it is an active building site that requires an appointment and health and safety compliance.

Plusnet do say you can leave your contract after thirty days, because that releases them from their obligation to pay any more daily outage compensation, which at £10.34 a day adds up quickly for them. If for example it is down for six months that would be just shy of £1,900, so it is not in your interest to cancel.

You realistic choices, do nothing and wait for it to be fixed, or find yourself an alternative solution. The former is effectively what you are currently doing, repeatedly contacting the supplier, trying to speak to Openreach or the developer is not going to get you anywhere. The latter would be finding what mobile networks have good/reasonable signal and getting yourself a temporary solution for broadband, or getting Starlink, you can easily afford that from the daily compensation and still be well in profit so that is the incredibly obvious solution. The choice is yours, I know which I would pick.

iniltous

it’s overly simplistic to assume that PN will simply pay the day rate compensation for the number of days out of service (minus the first 2 days ) , you need to examine the fine print as you wouldn’t get £1900 compensation if the fix took 150+ days to complete, being on a new estate where there is no NRSWA code powers for the infrastructure builder complicates matters , if this were adopted roads/footpaths etc , the network builder could employ their own contractors , on a building site they can’t , it is entirely controlled by the developer and their timescales ….if it were a simple cut cable , a new one drawn in and spliced is a relatively quick and easy fix , if it’s already been 3 weeks suggests a major problem and OR can stop the compensation clock to ISP if it is a problem outside of their control and although it’s PN that compensate you , they in effect are compensated by OR , it’s conceivable that OR will be compensated by the developer at some point , clearly everyone has an interest in getting this fixed quickly, which unfortunately suggests it is a pretty big problem .

As stated , you don’t have any contractual relationship with OR , your arrangement is with PN , they have a relationship with OR , so if you want to be kept appraised, you ask PN to contact OR and get back to you , but realistically the best option is to ask the site manager what the issue is , why it’s taking so long and what is being done to resolve it , that way you are getting direct information rather than an ISP interpretation of what they think OR have stated .

The OR representative on a new build is called a FBC (field based coordinator) if you happen to spot them on site you could ask the same questions or ask the developer to have a word with the FBC on your account, possibly asking them to contact you , this would be an informal chat though and although ultimately may not speed things up , may give you an appreciation of the problem.

Cisco001

Have you try mobile signal for all 4 provider?

born_again

If it was a cut cable then would be effecting many others. OP has not mentioned talking to other residents, which would be a good starting point TO apply more pressure on developer.

poppy34747

I’m the first house and a line that is occupied so I don’t yet have immediate neighbours