Apply for compensation

[Lisb72]

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

[Mustrum · Accepted solution]

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

1. 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

2. we'll pay you £8.40 for each day, after the two working days, that the service isn't fixed

3. 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

4. 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:

1. 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

2. broadband service where you’re unable access the internet

You won't get compensation:

1. for the day the fault was fixed

2. if the cause of the fault is found within your property

3. if you haven't suffered a total loss of service

4. 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.

[Mixgenuis85]

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 

[Mustrum]

@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?

[michael1mcpike]

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

[Mustrum]

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

[michael1mcpike]

No reply

[Mustrum]

I just replied.

[XRaySpeX]

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

[michael1mcpike]

Fix