Posted 6 December 2023
Internet got cut off !!
My copper wired internet got cut off by my ISP (who then says it's Openreach) in the middle of my contract for no reason (they claim it's a mistake of Openreach). They said they only to way to get reconnected is to get full fibre which takes weeks for installation as my property is not connected at the moment.
What is the realistic 'compensation' or offer I should expect from them? And what is the cheapest way to get internet during this time for the whole house? Would a single strong enough for coverage or needing a mobile wifi router? Which is the valued option?
Feel a bit lost, don't even know what I need. Just want to make sure there is internet for homework and for Christmas.
FYI, my family is a heavy-ish users, maybe about 200GB a month.....
Please help....
What is the realistic 'compensation' or offer I should expect from them? And what is the cheapest way to get internet during this time for the whole house? Would a single strong enough for coverage or needing a mobile wifi router? Which is the valued option?
Feel a bit lost, don't even know what I need. Just want to make sure there is internet for homework and for Christmas.
FYI, my family is a heavy-ish users, maybe about 200GB a month.....
Please help....
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32 Comments
sorted by£9.33 for each day.
Ensure you don't cancel, make them fix it and then cancel/move elsewhere.
Also they should be paying you an amount for each day that you are without broadband IF they have signed up to the OFCOM compensation scheme. (Not all ISPs are)
Please name the ISP publically, it will not harm your case and wiill help otheers in the future.
I would personally be reporting it to OFCOM. This is what we ended up doing and whilst it ended up being fixed quickly after that, we ended up moving to a different supplier. Cutting your internet without consent or notice especially in contract could be very problematic, especially in cases if you were working from home or relied on it for education. The fact that they haven't given you any sort of backup for the inconvenience - even a remote router, is telling - and I recommend you insist that you get the contract void and look for a different supplier. (edited)
Surely they have a "duty of care" to ensure you have an working internet connection (sadly the legislation hasn't passed to make it a utility quite yet though!). Certainly something to complain about and get compensated for. OFCOM seem to be the appropriate body to raise the issue with.
we got £100 compensation and the cost of getting data during the 2 weeks, which wasn't much as we had a dongle. it was a nuisance. the compensation came from the contractor company and not BT. unless it was your internet provider, who cut the cable, you won't get compensation from them. it will be the people who had caused the damage that will be liable to compensate you. (edited)
The ISP provides the compensation. (edited)
Plusnet and Openreach are both part of the BT Group. Openreach is "retiring their copper network"- that's probably why they're not interested in reconnecting it for you.
openreach.com/fib…ork (edited)
Unlocked 5G router from CEX approx £150
Unlimited data SIM from smarty £20 or Lebara £25
Ask for compensation from ISP. Raise an official complaint to Plusnet and complain to ofcom (edited)
They now somehow can request to reconnect my copper wire, expecting to happen about 1 week. In the mean time, they will send an EE MiFi router with an unlimited SIM to use, which of course needs to be returned once the BB is back on. Hopefully this will come by Thur.
Yes, compensation will also be in line after reconnection at £9.33 a day.
Hopefully everything goes according to what they say.....
Thank you so much for all your advice, at least I now know what to say to them and what to 'demand'. Don't think they would provide all these without you guys...