topic Re: Apply for compensation in Broadband & Landline

Apply for compensation

Lisb72 — Fri, 17 Jun 2022 10:49:22 GMT

Until BT fixed my broadband I had no broadband for 5 days. How can I apply for compensation please?

Re: Apply for compensation

Mustrum — Fri, 17 Jun 2022 11:00:42 GMT

Hi @Lisb72 it should be paid automatically , tou can find out more here

https://ee.co.uk/help/help-new/broadband-and-landline/home-broadband/automatic-compensation

Delayed repair following a total loss of service

compensation will be due if you experience a total loss of service which isn’t fixed by 11.59pm on the second working day after the fault is reported
we'll pay you £8.40 for each day, after the two working days, that the service isn't fixed
if the repair's delayed because you missed the appointment, the compensation calculation will stop. It will only start again if the repair isn't then completed during the next engineer visit
if you don’t accept our earliest available appointment, the compensation calculation will stop between the earliest available, and the appointment you've chosen

Total loss of service means:

phone service where you’re unable to make or receive any calls, or where the service only works one-way and it should be both
broadband service where you’re unable access the internet

You won't get compensation:

for the day the fault was fixed
if the cause of the fault is found within your property
if you haven't suffered a total loss of service
if you didn’t accept the earliest re-appointment date (if that's relevant)

Here's an example

If you report a fault on a Monday, you'll get compensation if the fault hasn't been fixed by 11.59pm on Wednesday.

Re: Apply for compensation

Mixgenuis85 — Sat, 25 Mar 2023 15:47:44 GMT

Still not working been without broadband for over 5 days have spoke to adviser over phone and she booked me a appointment for next week but wanted compensation for inbetween these times as without inteŕnet

Re: Apply for compensation

Mustrum — Sat, 25 Mar 2023 15:54:11 GMT

@Mixgenuis85 as per my reply above, compensation is not calculated until the fault has been fixed.

If you have an EE mobiles have you asked about extra data?

Re: Apply for compensation

michael1mcpike — Tue, 17 Dec 2024 18:56:38 GMT

I had an appointment made waited like states in the txt sent 8am to 1pm due too broadband issues no engineer showed

Re: Apply for compensation

Mustrum — Tue, 17 Dec 2024 19:02:02 GMT

@michael1mcpike have you spoken to the Broadband Care Team/Customer Services to see what happened and to get a new appointment?

Re: Apply for compensation

michael1mcpike — Tue, 17 Dec 2024 19:03:08 GMT

No reply

Re: Apply for compensation

Mustrum — Tue, 17 Dec 2024 19:05:16 GMT

I just replied.

Re: Apply for compensation

XRaySpeX — Tue, 17 Dec 2024 19:31:57 GMT

@michael1mcpike : Is this for an install or a fix?

Re: Apply for compensation

michael1mcpike — Tue, 17 Dec 2024 19:33:08 GMT

Fix