topic Re: Auto compensation in Broadband & Landline

Auto compensation

Johnmbates — Thu, 02 Mar 2023 08:32:09 GMT

I’ve had intermittent internet issues since 6/12/23, although issues long before this date with drop out. I’ve been given £58.80 by the auto compensation scheme for taking longer than 7 days to fix! Is this a fair amount?

Re: Auto compensation

chistery — Thu, 02 Mar 2023 08:45:19 GMT

I think only you can decide that based on the impact this has had. If it was down most of the time I'd be expecting a full refund, if it's intermittent and most of the time it works, then I'd probably accept what was offered.

What do you think is fair based on the issue?

Re: Auto compensation

Johnmbates — Thu, 02 Mar 2023 08:58:38 GMT

I spent so much time on the phone to EE, even calling from holiday abroad as cctv did not work. This is to protect our property and needs the internet to work. We also have solar PV and batteries installed which need internet to function.
We have had open reach engineer visits too to get to the bottom of the issue after I felt I was initially fobbed off by first level support

John

Re: Auto compensation

Leanne_T — Thu, 02 Mar 2023 09:50:54 GMT

Hi @Johnmbates

I am sorry to hear this has happened.

If you would like to discuss this further, please call us and the team will be happy to help.

Leanne.

Re: Auto compensation

Mustrum — Thu, 02 Mar 2023 10:29:06 GMT

@Johnmbates is this for your fixed line broadband?

If so the way which Automatic Compensation is calculated and paid is described in the following Help page. https://ee.co.uk/help/help-new/broadband-and-landline/home-broadband/automatic-compensation

Obviously the fault needs to be reported and you need to do your part when requested in order to get the fault fixed as quickly as possible. You don't give much detail in your posts to enable anyone to respond about if the offer is fair or not.

HTH

Re: Auto compensation

UpahDoum — Tue, 28 Mar 2023 08:51:32 GMT

Can I just ask, how long did you have to wait for EE to make a decision on your auto-comp payment?

I have been waiting more than sixty days now for an auto comp payment.

Re: Auto compensation

Johnmbates — Tue, 28 Mar 2023 09:25:05 GMT

Once the fault was agreed as rectified I think it was within 30 days
Once showing in EE account I requested it be transferred to my payment method

John