Total loss of service means:
Apply for compensation
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17-06-2022 11:49 AM
Until BT fixed my broadband I had no broadband for 5 days. How can I apply for compensation please?
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17-06-2022 12:00 PM
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
-
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)
If you report a fault on a Monday, you'll get compensation if the fault hasn't been fixed by 11.59pm on Wednesday.
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17-06-2022 12:00 PM
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)
If you report a fault on a Monday, you'll get compensation if the fault hasn't been fixed by 11.59pm on Wednesday.
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25-03-2023 03:47 PM
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
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25-03-2023 03:54 PM
@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?
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17-12-2024 06:56 PM
I had an appointment made waited like states in the txt sent 8am to 1pm due too broadband issues no engineer showed
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17-12-2024 07:02 PM
@michael1mcpike have you spoken to the Broadband Care Team/Customer Services to see what happened and to get a new appointment?
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17-12-2024 07:03 PM
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17-12-2024 07:05 PM
I just replied.
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17-12-2024 07:31 PM
@michael1mcpike : Is this for an install or a fix?
To phone EE CS: Dial Freephone +44 800 079 8586 - Option 1 for Mobile Phone & Mobile Broadband or Option 2 for Home Broadband & Home Phone
ISPs: 1999: Freeserve 48K Dial-Up > 2005: Wanadoo 1 Meg BB > 2007: Orange 2 Meg BB > 2008: Orange 8 Meg LLU > 2010: Orange 16 Meg LLU > 2011: Orange 20 Meg WBC > 2014: EE 20 Meg WBC > 2020: EE 40 Meg FTTC > 2022:EE 80 Meg FTTC SoGEA > 2025 EE 150 Meg FTTP
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17-12-2024 07:33 PM
