{"id":38747,"date":"2024-07-17T11:06:50","date_gmt":"2024-07-17T10:06:50","guid":{"rendered":"https:\/\/www.ispreview.co.uk\/?p=38747"},"modified":"2024-07-17T16:09:43","modified_gmt":"2024-07-17T15:09:43","slug":"driver-insurance-claim-delays-critical-openreach-repair-in-suffolk-village","status":"publish","type":"post","link":"https:\/\/www.ispreview.co.uk\/index.php\/2024\/07\/driver-insurance-claim-delays-critical-openreach-repair-in-suffolk-village.html","title":{"rendered":"Openreach Deny Driver Insurance Claim Delayed Village Pole Repair UPDATE"},"content":{"rendered":"

Homes in the Suffolk (England) village of Felsham have been left without access to broadband and phone services for over a week because, allegedly, Openreach<\/a> (BT<\/a>) are unable to fix the problem – a damaged telecoms pole that was struck during a car accident on Cockfield Road – until they’ve received “an estimate<\/em>” from the driver’s insurance company.<\/p>\n

According to the Suffolk News<\/a> (via Thinkbroadband<\/a>), a Ford Fiesta<\/strong> collided with a pole last Monday, which was then hit again by an unfortunate motorcyclist as it lay across the road. The female driver of the Fiesta was later arrested on suspicion of drink-driving, while the motorcyclist was taken to Addenbrooke\u2019s Hospital.<\/p>\n

The damage has caused a protracted outage of broadband and phone services to a number of homes and the odd business in the area, which has been extremely disruptive, particularly to vulnerable users. But interestingly, one local customer of broadband ISP BT<\/a> was told by support staff that the reason it was taking so long is because “Openreach<\/a> was waiting for \u2018an estimate\u2019 from the driver\u2019s insurance company before it could complete works.<\/em>”<\/p>\n

At this point people might logically assume that Openreach<\/a> would have fixed the problem with their critical network infrastructure first and then resolved responsibility for the costs later, to avoid any of the often-inherent delays that can occur when dealing with insurance companies. But the suggestion is that this was not the case, although Openreach has yet to comment (we’ve asked and will report back soon).<\/p>\n

However, it is worth noting that BT<\/a> itself might not be giving a full appraisal of the facts when they gave this as the excuse, since Openreach has previously informed ISPreview that it typically takes around 20 days to fix damaged poles (here<\/a>) and we’re only around 8-9 days in to that window.<\/p>\n

Pole repairs can also depend upon wider issues of road permits\/permissions, availability of engineering resources, the level of local damage and delays from power companies (where relevant) etc. We\u2019ve seen before how some homes in remote rural areas have been left to wait for up to 8-12 weeks before repairs, such as in cases of extreme damage (rare). But in urban areas a downed pole may be a matter of hours or just a few short days.<\/p>\n

UPDATE 12:58pm<\/strong><\/p>\n

Openreach has informed us that the new pole is now in place and their engineers are currently focussed on getting people back in service as quickly as possible. But they also added that there was “no suggestion<\/em>” they were waiting for insurance details (except the suggestion that came from BT’s support staff, of course).<\/p>\n

A Spokesperson for Openreach told ISPreview:<\/strong><\/p>\n

\u201cIt\u2019s unfortunate when our equipment gets damaged like this. We\u2019ve finished the work to replace the pole, and our engineers are now due to reconnect around a dozen local homes that are without broadband. We\u2019re hoping to get this done as quickly as possible.\u201d<\/p><\/blockquote>\n","protected":false},"excerpt":{"rendered":"

Homes in the Suffolk (England) village of Felsham have been left without access to broadband and phone services for over a week because, allegedly, Openreach (BT) are unable to fix the problem – a damaged telecoms pole that was struck during a car accident on Cockfield Road – until they’ve received “an estimate” from the […]<\/p>\n","protected":false},"author":1,"featured_media":24890,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"ngg_post_thumbnail":0,"footnotes":""},"categories":[1],"tags":[474,69,462],"class_list":["post-38747","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-uk_isp_news","tag-bt","tag-bt-openreach","tag-suffolk"],"share_on_mastodon":{"url":"https:\/\/mastodon.social\/@ispreview\/112801278273181997","error":""},"yoast_head":"\nOpenreach Deny Driver Insurance Claim Delayed Village Pole Repair UPDATE - ISPreview UK<\/title>\n<meta name=\"description\" content=\"Homes in the Suffolk (England) village of Felsham have been left without access to broadband and phone services for over a week because, allegedly,\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.ispreview.co.uk\/index.php\/2024\/07\/driver-insurance-claim-delays-critical-openreach-repair-in-suffolk-village.html\" \/>\n<meta property=\"og:locale\" content=\"en_GB\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Openreach Deny Driver Insurance Claim Delayed Village Pole Repair UPDATE - 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