A reader named Kevin has encountered significant issues with his Plusnet broadband service, which he attempted to upgrade to full fibre. Initially scheduled for activation in April 2025, Kevin has experienced a nine-month delay, forcing him to pay an out-of-contract rate that is substantially higher than his previous contract. The delays in service activation have been attributed to scheduling issues with Openreach, the infrastructure provider. Kevin's situation has led him to pay an inflated monthly fee of £62.44, compared to the £28.99 he had been paying.

Plusnet has acknowledged the problem and has stated their intention to refund the difference in charges due to the out-of-contract pricing, which is essential given the protracted delay. Notably, Kevin is not subject to the usual 60-day cap on compensation for missed service dates, as Plusnet has confirmed that they will cover the incurred losses. As of January 2026, the estimated compensation owed to Kevin for his prolonged wait amounts to £1,709.76. This scenario underscores the importance of existing regulations that protect consumers in the broadband market by allowing for compensation in cases of delayed service activation.

This case not only highlights individual consumer issues but also raises broader questions about service reliability and the obligations of broadband providers in the UK. Customers like Kevin who experience these delays should be aware of their rights under the current compensation guidelines. The situation emphasizes the need for transparent and prompt action from service providers to avoid financial strain on consumers who rely on broadband for essential services.