topic Re: Dissatisfied in Contracts & Billing

Dissatisfied

Maxi1969 — Tue, 06 Jan 2026 14:28:48 GMT

I’ve been told since September that I would be compensated for loss of internet access , to being told today that I am not entitled, then being told that I will be held responsible for a disconnection fee when I leave to a more understanding network provider, well I will not be held to ransom by this, when I’ve been assured by many of your team that I was entitled to compensation

Re: Dissatisfied

XRaySpeX — Tue, 06 Jan 2026 14:32:58 GMT

Do you know the reason for loss of internet access? What needed to be done to get it back?

Which device lost of internet access?

Re: Dissatisfied

Katie_B — Tue, 06 Jan 2026 18:37:46 GMT

Hello @Maxi1969.

Thanks so much for coming here.

I am sorry to hear this has happened after being told multiple times you will be compensated.

So we can try to help further please take a look at the questions above posted by @XRaySpeX.

Speak soon,

Katie

Re: Dissatisfied

Maxi1969 — Tue, 13 Jan 2026 09:53:40 GMT

Faulty routers
Sent from my iPhone

Re: Dissatisfied

XRaySpeX — Tue, 13 Jan 2026 11:06:42 GMT

You are only eligible for Automatic compensation for broadband or landline issues for total loss of your BB service itself. You won't get compensation if the fault is inside your home, such as a faulty router.