Openreach delay in connecting us

[Geraldinecw]

We have built a new house and needed to have a brand new open reach connection to the network.

We paid them £2400 back in November 2024, with a view to the connecting our house to the network by 1st of May 2025.

They failed to connect us.

I have asked for compensation for:

Delayed connection

Having no telephone or internet for 2 weeks

I work from home and couldn't, no phone or telephone. 

I am vulnerable and had no means of communication on an emergency, mobile had no signal in or around the house.

My solar and battery would not work without an internet connection and we are out of pocket selling back to the grid and battery storage of energy.

They say they will not compensate and are under no obligation to.

How can I get compensation.

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[gg30340]

Are you a BT customer?

[36ULW]

If it’s Openreach New Sites that have been delayed for whatever reason, be it in or out of their Control then you’re not entitled to anything from Openreach.

[WSH]

Just to clarify, as no one else has, this is a customer-to-customer help forum for BT the residential ISP.  The only employees on here are the moderator team.

BT and Openreach are both part of BT Group but are obliged, by OFCOM, to operate as completely separate companies.  While there are people on here that may have the experience to offer advice, there is no connection between this forum and Openreach.

Sorry, if that doesn't help.

[iniltous]

As stated it’s not a BT problem, at this point in time you have no communication provider , and once the network is installed you had no obligation to use BT ….something that does seem worth mentioning , £2400 is the cost , ( £2000 + vat ) on the old Openreach ‘newsites’ rate card , this was for newsites containing 1-19 plots , the cost per plot reduces proportionally to the number of plots being constructed , if constructing 19 the price per plot dropped to £225 per plot , but there is a new rate card which is 2-19 plots not 1-19 plots  ( it’s been the case for a while that 20 or more plots are ‘free’ ) …..as you are building a single plot then the new rate card ( depending on when it was introduced) would be applicable, and that would mean your single plot isn’t at a fixed fee but would be based on a bespoke estimate to get services to your site , and the chances are that will be way in excess of £2000 ….but in any event that’s between you and OR , I’m sure you haven’t posted your problem on Sky or Talk Talk forums, yet they are no more or less involved than BT with your dealings with Openreach