Broadband installation and property damage

[misskatamari]

Hi,

I don’t know if anyone might be able to offer advice, but I’m hoping so. Sorry this has ended up long when I wrote it out!

A week and a half ago we had broadband connected by our new supplier. Usual stuff, drilling through a wall, cables connected etc.

DH had put a dust sheet down to protect our new carpet (brand new, laid two weeks prior), and when he took it up after the workmen installing had left, we noticed two scorch holes through it, and two identical burn marks/melted marks on said new carpet!

I called the company and emailed that evening, including photos and since then I am getting progressively more frustrated. Numerous calls later it has been escalated to the installation team, where someone called me and assured me they’re “working in the background to find a solution we and they are happy with”. Then I heard nothing further for a week, despite being promised a call the following day.

I’ve since chased again, apparently the man dealing with it was in annual leave. I had a voicemail last Thursday that was broken up, again I heard they’re “working on it in the background”, but no more of the message came through. Called back minutes later, no answer so left a voicemail, and have heard nothing since!

The person I spoke to made a few muttering about patching carpets etc and I’m just wondering if anyone had any advice or knowledge of where we stand legally here.

If the damage was at the side of the room or under furniture we’d be more amenable to such a solution, but it’s right in the middle of our lounge. And the carpet, as I say, is brand new! I basically won’t be happy with anything bad a replacement, as it was in pristine condition before these workmen arrived, and I don’t expect to have to put up with a substandard solution just because it might save them some money. Surely at this stage relevant insurance can just get involved and sort the issue?

I am going to chase this week but am already stressed at what seems like an unnecessary battle, when they are 100% at fault, so I want to know where we stand legally etc. If anyone could offer advice it would be so appreciated. I know it’s quite a minor thing, but we’ve had a nightmare with renovations recently and had finally got a useable room after months without, so this has really upset me.

Sorry it’s two and a half weeks ago we had it done, three this coming Wednesday. Which is just seeming a bit ridiculous that I’ve not had anything official from the company yet

A letter needs to be sent, written in 'more in sorrow than anger' terms. As the complainant you understand they have processes to go through and that those need to be followed. However you need them to provide a clear explanation of the process, the steps involved and a clear date by which their proposals will be on the table.

In the meantime, have you explored what repair options there might be and what they will cost? They may range through patching, some sort of 'cut & shut' that will put the damage permanently out of sight through to replacing the carpet altogether.

Due you have contents insurance and if so have you considered putting the claim in their hands to deal with?

They have damaged your property, so they are liable for that damage. In the circumstances you describe, they may well be liable for replacing the carpet.

As the previous poster says, if you have contents insurance, I would take it up with them. They will get it sorted quickly and pursue your broadband supplier for compensation.

Thank you, by letter do you mean physically to the company or is email okay? I’m not sure where I would send a letter. It’s BRSK but I think a separate company who actually do the installing.

I messaged the man dealing with it (via WhatsApp as he’d asked me to send photos that way originally), over a week ago to ask for an email address to contact via as I wanted that channel of communication open, but didn’t get a response. I can email the general support email again?

I’ve got a quote for replacement which I sent over straight away. We’re really not going to be happy with other options if I’m honest. It’s such a central point in our main room, and is a brand new carpet.

I haven’t contacted our home insurance yet, I wasn’t sure if we’d be covered as it’s a contractor who did the damage. Does that not matter?

thank you so much for your reply. I really appreciate it.

Each provider will have a formal complaints process and well as a claim for installation damage process. Make sure you have logged both. Major providers will have the damage claim process published online if you search for it. If it's a smaller alt-net provider it may be more tricky.

You should expect to have this put right in the same way you home insurer would if it was accidental damage on your part. This can often be with patching if appropriate needs a specialist surveyor to agree that is possible and the right course of action. Otherwise you should expect the full cost of replacement including fitting.

I work in this area and sign off claims for installation damage. The problem you will have here is the engineer is likely a 3rd party contractor and won't be taking responsibility. The broadband provider is trying to evidence it is their fault and push them to resolve it with you themselves. Do not accept the runaround. The engineer was acting on behalf of the service provider and they are the ones who need to rectify this.

Thank you so much, I really appreciate your advise in this.

I haven’t contacted our home insurance yet, I wasn’t sure if we’d be covered as it’s a contractor who did the damage. Does that not matter?

For most (possibly all) contents insurance, no, it doesn't matter. It covers you against other people damaging your contents. The way to find out for sure is to contact your insurers. If it isn't covered, they will tell you. If it is, they will sort out your carpet and get compensation from your broadband supplier.

Amazing, thank you so much ❤️