topic Re: Without Broadband since Friday still not sent new power adapter? in Broadband & Landline

Without Broadband since Friday still not sent new power adapter?

jezthomp1 — Tue, 26 Aug 2025 14:43:25 GMT

What is the policy for a refund if you're without broadband for a certain amount of time?

I'm having a problem with my Smart Hub Plus 2, which keeps restarting due to a faulty power adapter. I spoke to EE on Friday, and they said a new one would be sent out. I appreciate the bank holiday weekend, but as of today, I still haven't received a text confirming it's been dispatched, meaning it won't arrive tomorrow either.

I keep calling EE, and they tell me it's been requested, but it still hasn't arrived or shown any indication that it's on its way.

If it's not sent tomorrow, we're getting close to a week without broadband. They seem quite happy to take my money while I'm without internet for this long. The EE WiFi hotspot is useless; it lasts a few minutes, and then I have to sign in again.

What is the acceptable amount of time to be without internet? I thought it was 48 hours, but they don't seem overly concerned.

Re: Without Broadband since Friday still not sent new power adapter?

XRaySpeX — Tue, 26 Aug 2025 17:48:59 GMT

You should be able to get Automatic Compensation for the time after 2 days your BB is down once you've reported it to EE. You should auto receive this compo once the issue is fixed.

Re: Without Broadband since Friday still not sent new power adapter?

jezthomp1 — Tue, 26 Aug 2025 20:59:38 GMT

How will this work when I initially reported Friday however, I’ve only got the shipping txt this evening so it’s probably going to be Thursday? They’ll just cite the bank holiday surely?