topic Refund in Broadband & Landline

Refund

AlexR672012 — Mon, 29 Jun 2026 10:49:53 GMT

We had no/some broadband connection from Tues 23rd to Sat 27th. We called on Tuesday and we told an engineer would be out on Friday to visit as that was soonest time. I work from home so in effect was reduced to trying to use my mobile data. We had no TV as we rely on Broadband, plus all other things, like Ring, Hive, etc. How do I go about claiming for compensation? We recently upgraded the router, I am tempted to send that back and change contracts when the up for renewal to another provider as the timings have been crap. The engineer visited Friday morning 8am, replaced loads of cables in the house as he said they were corroded, despite it being a new house less than 18 months old. After he left, 30 mins later we had no internet, until 11pm that night. Sunday received a text, "the issue had been resolved" So it wasn't anything at our house but a network issue.

Re: Refund

JimM11 — Mon, 29 Jun 2026 11:23:35 GMT

@AlexR672012 Nothing that the Forum can help you with on that. You should call EE CS again and raise it all as a Formal Complaint, that would be the best way, Auto compensation will NOT be applied as report will be marked up as Home issue....

Goto HELP and enter Compensation, but will find and link below for you!

Automatic compensation for broadband or landline issues | Broadband Help | EE

If WFH is important to you, then you may wish to also look at the addon from EE to get on the Mobile Network if you are in a good 4g mobile area. Link below will give you an insight, EE have changed the name now to Connectivity Backup!

https://ee.co.uk/help/broadband/getting-started/hybrid-connect-set-up

Re: Refund

XRaySpeX — Mon, 29 Jun 2026 11:33:55 GMT

You'll get no compo for the 1st 2 working days after reporting it, i.e. Wed 24th & Thu 25th. See Automatic compensation for broadband or landline issues