topic Re: Loss of Service & Compensation in Broadband & Landline

Loss of Service & Compensation

Colin_Black_EE — Thu, 18 Dec 2025 11:30:08 GMT

Hi,

Just off the phone from the "help" more EE Service frustration

Background:

I had complete loss of Service from EE from the 17th ~ 27th of November
When this initially happened I called and was ultimately told I needed a new Power Supply Unit for the router
This being due to a "Bad Batch" and a "known issue" with the serial number confirming that. I was advised that because it was reported prior to midday the PSU would be immediately dispatched for delivery. Fine I thought, problems do occur, although if you know you have a batch product problem why not proactively engage with customers in the first place?

Days went by, no deliveries or notifications or anything at all.

I called back, it was was like staring all over again.... The help desk stated I shouldn't have been told it would be an immediate delivery and in fact I might take 3 to 5 days. I was then left rather dumfounded when it was suggest I go to "Argos" to buy a device that the same Power Supply if I was in a "rush" (I'm not kidding....😮)

Days went by again....

In frustration called back, and as usual it was like starting all over again!
This time I was advised that there had been a problem with the delivery of a PSU so I would be sent a whole new router & PSU, this seems to have been confusion between the various teams involved. Ultimately a new router & PSU arrived, I used the new PSU to avoid the complete rebuild of the network. And all was now working as it should.

Compensation

Along the way I was advised that I would automatically receive compensation for the complete loss of service.
Popped in to a EE Shop they recommended that yes I would receive compensation for Loss of Service but I should call to check. Did that, and I'm now told that I'm not eligible any for compensation, despite having no Service for a considerable period and as you might expect Ive raised a complaint, although Ive not received any acknowledgement of that either.

"EE" claim to provide "Excellent Customer Service", certainly this not my recent experience. ☹️

This problem was clearly equipment failure, made worse by the fact it was a "known issue", and I do think I should be compensated.

Colin

Re: Loss of Service & Compensation

XRaySpeX — Thu, 18 Dec 2025 14:33:03 GMT

@Colin_Black_EE : If you reported it on the 17th & it was fixed on the 28th you should be entitled to Automatic compensation for broadband or landline issues for 7 days ~=£70. It should auto appear in your next bill.

Re: Loss of Service & Compensation

Colin_Black_EE — Thu, 18 Dec 2025 22:49:08 GMT

Hi,

And yet I have been advised by that I'm not "eligible" for compensation.
I have asked for clarification as to why with no response other than "Your complaint is now closed" and a copy of EE's "code of practice" and regulatory documents, which are completely unhelpful

I'm at a loss as to why the failure of supplied EE equipment would not attract compensation.

I will attempt another call but it's beyond frustrating, can anyone at EE actually help?

Thanks.
Colin

Re: Loss of Service & Compensation

Ali_A — Fri, 19 Dec 2025 09:27:43 GMT

Hi @Colin_Black_EE

I'm sorry to hear of the experience you've had with your broadband equipment, I'm glad to hear you're back up and running with a replacement power supply.

The Automatic compensation for broadband/landline activates if you're having problems with the service provided to your home. This doesn't cover issues you may have with within your home or with equipment used to access the service.
You can find out more on the link @XRaySpeX provided.

As the issue was with the router, and not the actual broadband service itself, it doesn't fall under the remit of automatic compensation.
I appreciate this won't be the answer you're hoping for, but I just wanted to clarify how the scheme works.

When you call Customer Service the team will be able to review your case.

Ali

Re: Loss of Service & Compensation

Colin_Black_EE — Fri, 19 Dec 2025 10:03:41 GMT

So to be clear, you failed to provide equipment in a timely manner, you failed to keep your promises, you misled me in stating I would receive compensation every step of the way.

So much for providing the "best service" possible. Looks like I'll need to review my options when comes to service providers for my Internet access.

You'd be advised to make it clear that your contract doesn't include any EE Equipment failure in the home, regardless of the problem being anything to do with the home.

That isn't service.

Re: Loss of Service & Compensation

Ali_A — Fri, 19 Dec 2025 10:11:45 GMT

@Colin_Black_EE

The "Automatic Compensation" is separate scheme with specific criteria. This is separate from any other compensation you may have been offered.

We want to give all our customers an excellent service but if you feel your situation hasn't been handled the way you had hoped we want you to know how we can fix it. Please visit our Complaints code of practice page which Customer Service provided for details about our handling process.

If you'd still like to raise a case after giving them another call you can do so using our online form at Make a Complaint, where our dedicated team will look into the details and take ownership.

Ali

Re: Loss of Service & Compensation

Colin_Black_EE — Fri, 19 Dec 2025 10:26:03 GMT

Fortunately we have a choice of providers.

I'm surprised that a failure of YOUR supplied apparatus isnt covered in your compensation policies, I'm fairly as sure most customers will not understand that. I would agree that if my home infrastructure, power and so on was at fault there would be no compensation but that wasn't the case.

Worse still is the fact that EE knew

that they had a problem with PSUs but chose to do nothing about that, simply waiting for customers to have problems.

All very disappointing.

Re: Loss of Service & Compensation

XRaySpeX — Fri, 19 Dec 2025 10:32:28 GMT

@Ali_A : Thanks for drawing my attention to the exception that compo is not paid when "the fault is inside your home" rather with the BB line itself & so I withdraw my advice that it would be paid.

It was open to the OP to throw in another router or PSU & be immediately up-&-running.

It is a sensible idea to always have a further router to fall back upon. I always do!

Re: Loss of Service & Compensation

Colin_Black_EE — Fri, 19 Dec 2025 10:41:22 GMT

Every single interaction except for the last one EE has been the same. Your own staff don't know or are unaware of your own policies. Without exception every single person I spoke with said compensation would be paid after the problem was more than adequately described and understood Obviously EE service doesn't include EE supplied equipment in the home.

Obviously i'll be reviewing my options along the way, I'll also be filing a further complaint, including correspondence with the ombudsman.

Hopefully at the minimum this thread may make other people aware of this "exception" to what would be considered good service

Re: Loss of Service & Compensation

XRaySpeX — Fri, 19 Dec 2025 10:49:29 GMT

@Colin_Black_EE wrote:
I'll also be filing a further complaint, including correspondence with the ombudsman.

That's rather backwards & illogical. You have no contact with the Ombudsman until after your complaint with EE has reached a deadlock or has timed out. By which time EE is no longer involved in the complaint.

Re: Loss of Service & Compensation

Colin_Black_EE — Fri, 19 Dec 2025 15:15:46 GMT

EE closed the case and are no longer involved. I will be following up with the ombudsman on the matter as I remain unsatisfied with both the handling of my complaint and outcome.

At the minimum this thread will hope make people aware of the service shortfall with EE supplied equipment and the supposed compensation process.

Re: Loss of Service & Compensation

Colin_Black_EE — Tue, 30 Dec 2025 14:43:57 GMT

Hello,

While you choose to list your T&C's and "specific criteria" for Automatic Compensation as a "solution" it doesn't reflect any acceptance of this "solution" on my part. Nor does a small green tick box with my user ID in your post indicate anything at all.

As was made clear elsewhere in thread I remain unsatisfied with both your handling and support during the problems.
I reserve my right to take my complaint elsewhere, while accepting that EE obviously want nothing else to do with it.

Colin.