topic Re: Broadband compensation in Broadband & Landline

Broadband compensation

Becki861 — Mon, 03 Nov 2025 19:31:42 GMT

I was lent to go live on 29th April, my service went like on 8th Oct, now been told only entitled to 60 days compensation, made numerous phone calls and not once did anyone mention only getting up to 60 days compensation.

Re: Broadband compensation

XRaySpeX — Mon, 03 Nov 2025 19:38:10 GMT

See Automatic compensation for broadband or landline issues:

How compensation is paid
If you’re eligible for compensation, we'll credit your account automatically within 30 days of the missed appointment, activation of service, or fixing of the total loss of service fault.
The maximum amount of compensation
For a total loss of service, fault, or delayed activation, you can get compensation for up to 60 days.

Re: Broadband compensation

JimM11 — Mon, 03 Nov 2025 19:44:17 GMT

@Becki861 Not sure but you need to have EE explain the reason for the shortfall in what you think to what they think and to what OR are prepared to cough up to! The last one is the decider no matter what! Sky have done a great job in there disclaimer, that has in it up to 90Day's for delay's before they even commit to the start off compo on the 89th day you know they will cancel on you, smart!

Re: Broadband compensation

Becki861 — Mon, 03 Nov 2025 19:51:29 GMT

They are saying they don’t not give compensation after 60days but nobody on any phone calls I made told me that, had I known that I would have cancelled and gone with another provider

Re: Broadband compensation

XRaySpeX — Mon, 03 Nov 2025 20:00:10 GMT

Do you just rely on what you are told over the phone where they cannot possibly cover all the ifs & buts. You should research the thing in writing beforehand.

Re: Broadband compensation

XRaySpeX — Mon, 03 Nov 2025 20:02:31 GMT

@Becki861 : There's no shortfall. EE only commit to max. of 60 days compo. It won't be OR coughing up. They are not a cost centre.

Re: Broadband compensation

Becki861 — Mon, 03 Nov 2025 20:06:20 GMT

They told me over the phone they will give me £6.24 per day until it’s activated no matter how long

Re: Broadband compensation

Michael_D — Tue, 04 Nov 2025 09:46:04 GMT

Hi @Becki861

I am sorry if you have been advised incorrectly. As @XRaySpeX mentioned, the maximum amount of compensation would be 60 days, which is outlined on our Automatic compensation for broadband or landline issues page.

If you are not happy with this, you can raise a complaint. There is more on our complaints process on our complaints code of practice.

Michael

Re: Broadband compensation

Becki861 — Tue, 04 Nov 2025 09:50:06 GMT

I have raised a complaint about this thank you

Re: Broadband compensation

Charllen — Tue, 30 Jun 2026 13:39:40 GMT

To be fair I've been told on phone it's 90 days compo of not activated. Mine has been well over that and they have now had to cancel my order due to open reach not listening to what they want them to do. I've got call to start a new order with 48 hours and they will send me compo to my bank within 30 working days I was on phone to them literally 2 hours ago

Re: Broadband compensation

XRaySpeX — Tue, 30 Jun 2026 14:17:45 GMT

@Charllen : As you will see from the above linked article on Auto Compo, which follows OFCOM Guidelines, compo is limited to 60 days & is paid to your EE a/c as credit towards future bills.

Re: Broadband compensation

Charllen — Sun, 05 Jul 2026 15:22:51 GMT

Thank you but we have now cancelled my subscription as they can't seem to get it through to open reach all they need to do is connect the line. They told me my compo will go into my bank that's on the account is this true

Re: Broadband compensation

XRaySpeX — Sun, 05 Jul 2026 15:39:56 GMT

@Charllen : Compo could go to your usual payment method if you no longer have an a/c with EE.