topic Re: Compensation for outages. in Mobile Network discussions

Compensation for outages.

MarkL1950 — Tue, 11 Oct 2022 14:59:12 GMT

We have not had any service since last last Friday afternoon. EE have a lot of customers all complaining - particularly those who are working and those that use a 4G dongle for Internet access. Will there be compensation and if so so does it work?

I read it is automatic but I am suspicious that this can be achieved. Do all customers have to individually make a complaint to activate the process?

Your input would be much appreciated

Re: Compensation for outages.

XRaySpeX — Tue, 11 Oct 2022 15:02:23 GMT

Automatic compensation is only for fixed Home BB.

Re: Compensation for outages.

Christopher_G — Tue, 11 Oct 2022 15:47:53 GMT

Hi @MarkL1950

Welcome to the community.

I'm sorry to hear that you've been having some service problems. We would take a look at each instance individually. If you would like to discuss this further, I would recommend speaking to our technical support team.

Chris

Re: Compensation for outages.

bristolian — Tue, 11 Oct 2022 16:35:56 GMT

@MarkL1950 wrote:

We have not had any service since last last Friday afternoon

Is this local service outage reported on the status checker?

https://coverage.ee.co.uk/coverage/ee - click on "check status"

Re: Compensation for outages.

MarkL1950 — Tue, 11 Oct 2022 16:48:46 GMT

Hi Bristol Ian,

Yes, it is logged on the status page and acknowledged there is a problem. We know its complex and we know they are working on it.

Re: Compensation for outages.

MarkL1950 — Tue, 11 Oct 2022 16:54:56 GMT

I tried and received the following

We're transferring you to our team. The expected response time is within 45 minutes

I can't wait that long at the moment.

Re: Compensation for outages.

Leanne_T — Wed, 12 Oct 2022 07:11:25 GMT

Hi @MarkL1950

When you get the chance, please call us as advised and the team will get this looked into for you.

Leanne.

Re: Compensation for outages.

MarkL1950 — Wed, 12 Oct 2022 08:55:10 GMT

Thanks Leanne,

What number do I call to get in touch with the community support team?

Mark

Re: Compensation for outages.

Leanne_T — Wed, 12 Oct 2022 09:08:53 GMT

Hi @MarkL1950

Please call 150, and our technical support team will be happy to help.

Leanne.

Re: Compensation for outages.

XRaySpeX — Wed, 12 Oct 2022 09:12:37 GMT

You don't phone the Community Support Team. @Leanne_T meant you to phone EE.