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Standard User ampuk
(newbie) Thu 08-Dec-16 09:51:25
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No service since sign up -openreach charge rights to cancel?


[link to this post]
 
Hi,

My daughter signed up with one of the cheapest BB providers, up to 17mb service, including line rental. Had to have openreach round to put in a master socket, and check line was OK to pole in street, router arrived in post, plugged in and all seemed to be working ok.

Then the trouble started, very intermittent service for first few days, then packed up all together within the first week. Lots of disconnects was the diagnosis from ISP, booked openreach again, openreach canceled visit later on the day of the appointment. Still no service, openreach visited yesterday, fixed line problem, said line was sorted, spoke to ISP, got it all working. Great!

Now it's stopped working again.

Ordered on the 3 November, up and running on the 16th Nov. unusable since, doesn't work today again after openreach visit and ISP setting it all up over the phone yeaterday.

What are her rights to cancel? She has had no service since paying the initial rental on the 3rd Nov, ISP saying if she chooses to leave she will still have to pay the openreach fee of £49 odd, even though they are unable to provide a reliable service.

Any thoughts/advice from people in a similar situation would be appreciated.

Bruce.
Administrator MrSaffron
(staff) Thu 08-Dec-16 10:13:03
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Re: No service since sign up -openreach charge rights to can


[re: ampuk] [link to this post]
 
Has the provider signed up to the Ofcom Broadband Speeds Code of Practice?

NOTE: If going to go elsewhere on the same line afterwards, and problem is line based then same issues likely to arise.

What speed did the modem connect at when it did? Also worth noting that some of the cheapest providers are not very good at dealing with oddities.

The author of the above post is a thinkbroadband staff member. It may not constitute an official statement on behalf of thinkbroadband.
Standard User ian72
(eat-sleep-adslguide) Thu 08-Dec-16 10:18:56
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Re: No service since sign up -openreach charge rights to can


[re: ampuk] [link to this post]
 
Which ISP? Some of this depends on the ISP Ts&Cs but beyond that it would be a question of consumer rights in which case you might want to talk to someone like CAB to get advice.


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Standard User ampuk
(newbie) Thu 08-Dec-16 10:21:56
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Re: No service since sign up -openreach charge rights to can


[re: MrSaffron] [link to this post]
 
Not sure about the code of practice, will check.

Realise that about the line, may go with virgin for £25 a month, but a lot faster service.

When it did, 7.5mb which is what was in line with what was quoted for that area, watched videos ok, when it worked....

They just seem so slow in getting it sorted, can't wait forever for a reliable service, trying to give them a chance, as they are cheap, but the openreach fee is a b*gger if she decides to leave.

Anyone know if she is obliged to pay it, even if they were unable to get service working in a reasonable time, and the only reason it was installed was to receive their service?


Bruce.
Standard User ian72
(eat-sleep-adslguide) Thu 08-Dec-16 10:24:56
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Re: No service since sign up -openreach charge rights to can


[re: ampuk] [link to this post]
 
You haven't said which ISP?
Standard User ampuk
(newbie) Thu 08-Dec-16 10:30:21
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Re: No service since sign up -openreach charge rights to can


[re: ian72] [link to this post]
 
Yeh, didn't really want to post the name of the ISP, not paranoid or anything...

Just trying to find out if there is an industry standard for this situation?

Openreach hook up line (And ISP pass on that charge to consumer) - ISP are unable to provide a reliable service in a reasonable time period - you decide to leave - but they still want you to pay to have a line connected for a service they cant provide.

Consumers contract is with ISP not openreach or any other sub contractor they decide to use.

Bruce.
Standard User baby_frogmella
(fountain of knowledge) Thu 08-Dec-16 10:33:54
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Re: No service since sign up -openreach charge rights to can


[re: ampuk] [link to this post]
 
In reply to a post by ampuk:
Realise that about the line, may go with virgin for £25 a month, but a lot faster service.


Perhaps during the day but come evenings/peak times when the kiddies are back from school your daughter may find Virgin's service crawls to sub-10mbps speeds. I would give the ISP a chance to fix the problem - email their CEO's office to get things moving faster if its the likes of TalkTalk or BT. Also once the problem's been fixed for good your daughter should ask for compensation from the ISP, in the case of TalkTalk they will usually give you X months service free.

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Standard User ampuk
(newbie) Thu 08-Dec-16 10:46:57
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Re: No service since sign up -openreach charge rights to can


[re: baby_frogmella] [link to this post]
 
It's not either of them, a much smaller one.

They have already said they will credit her a month for the period she's had no service, but that's not compensation, just not paying for something you haven't had.

Can just see this dragging on over Christmas..

Really want to find out about her liability for the openreach connection charge.

Bruce.
Standard User mbames
(member) Thu 08-Dec-16 12:34:01
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Re: No service since sign up -openreach charge rights to can


[re: ampuk] [link to this post]
 
Line length, modem stats, etc? You aren't give us much to work with!

Have you tried another router just to confirm the issues aren't with that?

You also make it sound like a new line was installed "Had to have openreach round to put in a master socket"... If the line was moved in the exchange, I believe the ISP has to pay BTow for that, so I'd say that payable even if the remainder of the 12-18month contract was cancelled....

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Edited by mbames (Thu 08-Dec-16 12:36:51)

Standard User ampuk
(newbie) Thu 08-Dec-16 13:01:48
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Re: No service since sign up -openreach charge rights to can


[re: mbames] [link to this post]
 
Line length and modem stats are not my area of expertise.

When my Dad bought a colour telly back in the 70's, he just plugged it in and it worked for the next 30 years! No software updates or turn it off - turn it on again routine...

I don't have another router available, any how that is not the consumers job to have to fiddle around like that, I'm not really looking for technical solutions/advice, it's up to the ISP to provide the service.

Looking for others who have been in this potential cancelation scenario, re: the openreach cost. There was a physical line to the house from the pole in the street, but it was not "active", no tone on receiver pick up etc, openreach came and fitted a new master socket in the house.

Once again don't see why she should bear the cost for that if the ISP can't provide the service..
Bruce.
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