Openreach FTTP Install Failed - What next?

[ajf15cc]

Hi All,

I've done some scouring across the forum but can't see anything that covers my situation, so hoping one of you will know!

I had Openreach out today to install FTTP, they installed the ONT, junction box etc but have been unable to run the fibre to the street as the existing duct is blocked. They've said that they need a civil engineer to come out and have a look and that hopefully it will only be a few days.

I switched from Virgin via the One-Touch Switch scheme, so I understand that Virgin will continue to provide my service until EE / OR finish their installation, is this correct? 

I understand that there is some compensation due for each day that the installation isn't completed, is there a time period that elapses before this comes in to force, or would this apply from today which was meant to be my Go-Live/Contract Start Date? 

Finally (sorry for all the Qs), given that my existing VM contract is significantly more expensive than my new EE contract (despite being for similar speeds etc), is it normal for EE to pay the difference for the additional time it takes to get on to service (or is that included in the daily compensation above).

Thanks for your help, much appreciated!

[XRaySpeX · Accepted solution]

You should get £6.24 for each day it’s late counting from the missed activation date - see Automatic compensation for broadband or landline issues

You shouldn't be charged for your BB contract until it is eventually activated.

[Rach_H]

Hi @ajf15cc,

Welcome to the Community!

It's great to hear you're moving your broadband to us, but I am sorry to hear about this delay. As @XRaySpeX has advised, you will be reimbursed for each day of the delay, and this should cover any charges you incur from your current provider for their service continuing. This will start from your scheduled go live date.

It might be worth reaching out to your current provider, just to cofirm that their service will continue while Openreach take care of this delay, to ensure you're not left without a connection.

Rach

[JimM11]

@ajf15cc Do keep the Forum updated, but it is Highly unlikely that Civils will be doing in a couple off day's and trying to get through a blocked duct for you! It takes whatever time that is scheduled for the crew to get round to doing it and what ever is involved, they may get lucky and rodding up the duct will clear it but will be a wait and see!

[ajf15cc]

Will do!

Had a relative who also had a blocked duct (although across 5x the distance of mine) and required 9 separate visits to finally get connected! Hoping it won’t be that dramatic for our install.