Openreach damaged my property on installation , car & brand new fold 7 phone !!

[Jonborgy]

Openreach came to my property on the 30th of August 25, to install full fibre broadband cable.

Guy wanted to take cable 8ft high on end wall at drive and said follow other cable close to floor but wanted high, there was a  gate which I had hole ready made to table cable but maybe wanted to pass the height of gate!

Ask me to move my car to get cable on wall and when moving he started to get small steps ladder and stand on last step on toes with hammer to fix cable! And yes he fall off on to my car and ladders smashed into front door, the rear door also had a dent where he fall, all caught on my cctv.

Not following health safety ladder rules, standing on toes on last step using wrong equipment which caused the damage.

But he refused to accept dent damage to rear door, the front door was bad and said might need new skin or door.

I download cctv to my phone, I only had 2 days from Vodafone (Samsung fold 7 512gb) about £200, shown guy that can see you fall on the rear door and ladder hit front door but he said can you zoom in more! I tried to show him two times then takes my phone to look and after just 15 seconds the phone went 3ft forward from his hands and smashed corner of screen, and case  + corner damage !!

He left with finishing installation.

Got repairs quotes, car needs full side repaint, Samsung said new screen £650. New Case, car rental for 7 days which is £2500.

Spent hours to report this, engineer accept damage and Openreach accept liability, but then the offer is sent to me for £1100 !! It's £1400 just to repair my car and want me to pay £1400 from my own pocket and my time off work, car and phone loss of sale value having repairs done.

Reported incident to police yesterday as now can not get this sorted and the police give ref number and want video to check further.

Sorry I changed my broadband!

[imjolly]

are you a  BT broadband customer or are you with another ISP that uses openreach network?  there is no connection from this customer help customer forum to openreach

[Jonborgy]

Plusnet and they arranged installation using Openreach. 

Bt was notified of damage and said will be looking at Openreach outcome.

[gg30340]

You need to report it to your ISP Plusnet.

This forum has nothing to do with Plusnet or Openreach.

[MoE1]

Try to negotiate and reason with whoever you’ve been having communications. Ask them for their manager if you are still not happy with their resolution.  Tell the manager you are trying to avoid this but if they can’t cover your reasonable costs then you intend reluctantly to take this to small claim courts if they can’t make you a satisfactory offer that you won’t be out of your pocket. I’m not sure you will be able to include your loss of earnings and the car rental costs but you can try specially if your current insurer covers already car replacement loan car while they take your car in for repair in one of their recommended garages. Usually this needs a bit of tip toeing patiently and gently which gets you better result than if you start getting angry with them over the phone. I personally would put all this in writing instead and post to bt with a tracked service if they didn’t resolve this satisfactorily. They usually settle with you for your reasonable costs to put you in the same position as you/your car etc were before the engineer arrival. Be kind but assertive and don’t be shy to tell them you are not satisfied if their offer doesn’t want to cover all the costs of repairs which you were not at fault. Good luck and all the best

[Jonborgy]

I am writing to Plusnet as they ended my complaint without my knowledge.

Openreach after lots of communication msde a offer to cover the car repair, but not any offer for phone damage or case damage and no car rental costs so I not not accept.

Called Openreach today to understand why other quotes for repairs were not approved but later said the offer is off now and their insurance will contact me, and would not tell me more.

So seems back to square one

[imjolly]

@Jonborgy 

As you are a plusnet customer this has nothing to do with BT RETAIL and you need to post on the plusnet forum.  There is no link from this forum to openreach 

[MoE1]

That’s probably because the engineer didn’t accept your mobile was thrown off his hand. If you have cctv at home to prove him wrong then you have even better chance to recoup your reasonable costs from underwriters dealing with them direct. If not satisfied you will be directed to the ombudsman So it’s not all lost. 

[Jonborgy · Accepted solution]

So the engineer did accept he damaged the phone and car, Openreach accept responsibility for both, but Openreach don't want to pay all the quotes for repairs due to the amount so put it to the insurance. 

But I have had no communication of this fact yet.

Cctv is clear shows engineer fall off trying to reach cable too high for small steps, ladder hits car, he falls on door, and he took my phone to see cctv video and phone suddenly falls from his hands !

So at this time 3 weeks gone, no parties want to sort the damage out for repair and now wait for a communication from Openreach insurance.

The Ombudsman was called but they refused to help as  its not a service or bill issue.

Called Offcom  but  again  only for service issue.

Reported it to local police staion and got a crime number but no further action to be taken.

Writing to Plusnet today to open up complaint again and hopefully take responsibility of the service I paid them for, a new broadband service which they got Openreach to start not me.

[iniltous]

Why are you posting on a BT consumer forum , when you clearly are not a BT Consumer ?