Compensation

[Ignatius]

I spoke to someone on the 10th of May 2025 and was informed we didn't have Full Fibre so it would have to be installed.  I was given the 19th of May as a start date and told I would receive £6.24 per day  compensation, as EE are part of the Ofcom Automatic Compensation Scheme and it would come off as credit to my account.    I rang again on the 29th of May (I think) to be updated and I mentioned the compensation.  He was very hesitant and didn't answer.   This was a different person I spoke to .  I don't know how to proceed and although the first chap, a ''Digital Champion at Plymouth'  gave me his email address and I have tried to contact him, he hasn't replied.   As and when I do speak to someone else, I am expecting a list of excuses as to why I am entitled to nothing.  

[Matt_124 · Accepted solution]

I believe the total compensation amount is calculated and paid within 30 days of the service being installed/activated and resolved in the case of delayed installs/activations.

You can read more here: https://www.ofcom.org.uk/phones-and-broadband/service-quality/automatic-compensation-need-know 

The below is taken directly from the Ofcom site:

When you should receive compensation

Compensation should be paid no later than:

• 30 calendar days after a delayed start of a new service is resolved or the service is cancelled;
• 30 calendar days after the loss of service is resolved or the service is terminated;
• 30 calendar days after the date of the missed appointment.

[XRaySpeX]

Has your installation yet been completed? You can't get any compensation or even calculate it until it has.

[JimM11]

@Ignatius You need to give it time, look at your next few billing cycles, the live date you started is well known on your account, on your billing so it will not go away, address the compensation at the time later, you know when to do so, and a Manager on the EE side will need to approve not your EE CS person you are talking to they do not have the power in any way to give you anything! No joy then it's accounts and fighting your corner, nothing else!

[Ignatius]

I was with EE anyway but I was out of contract and stupidly didn't realise
and am now paying £43.63 per month, which is a lot compared to before. In
our area we apparently have standard broadband/copper broadband and it is
all changing to Full Fibre. The delay is due to waiting for this to be
done.

[XRaySpeX]

What does BT Wholesale Broadband Availability Checker estimate for your phone number? Post the whole table and the line above it, blanking out your phone number. If it doesn't recognise your phone number or you don't have one, use the Address Checker.

[JimM11]

@Ignatius But is the delay only for your compensation payment that you are trying to see about, new 24 month contract new payment arranged, ie say down to £32 and the FREE FIBRE upgrade thrown in the mix... Or have the kept the OLD payment up at your higher rate until all the work is completed, signed off and confirmed....

[Ignatius]

Yes, I was told during my first conversation that the start date was 19/5
and he told me about the £6.24 per day in compensation that would be
credited. I am still paying £43.63 per month as the Full Fibre hasn't been
installed yet. The new cost will be £29.99 - if I recall correctly at the
moment - per month. So yes, my query with them is primarily about the
compensation I was told about. Am I making sense? Thank you for
responding by the way.

[JimM11]

@Ignatius Yes, got it fully understand, it's the when and ever and trust me when i say this, do not miss, deviate, or accept anything out of EE, only an EE manager will fix this out, and when you get offered the £30 take it or leave it that is all we are giving you and authorised to do, don't do like me and tell them to shove it where the sun don't shine.... 

Takes one Engineer to turn up, look outside, yes customer is not ready, reported that way and then the gloves are off and the fight will begin!

Sky got real cute with it rolling and floating 90 day's just in case issues arise just like you no fixed goal post's, know 100% as going to sort out neighbours, was ordered Nov2024, compo start's sometime Jan2025, install to be completed June 18th 2025 IF it ever happens! compo up the yazoo with that let's just wait and see how it goes, free broadband for year's with those figures! Never mind the OR Civils been more BT vans here the last 2 months, diggers, road taring, back do another, away, ok back do one more, oops, lets just let that one still waiting on his paper work to dig up the garden, get that next visit, you just got to laugh!

[Matt_124]

If your activation date has been pushed back through a delay, you will be eligible for the compensation as described in my reply above.

The Ofcom site in the link above specifically mentions situations like yours under "Delays with the start of a new service" at £6.24 per day.

As an Automatic Compensation Scheme, it should not need any additional pushing or "manager" intervention. It will get calculated and applied within 30 days of your new service being activated. 

No harm in chasing it up with EE Customer Services after this if you're not sure on where you stand, but nothing that can be done in the interim.

I would imagine this process is designed so that you will continue to accrue the compensation for the full period of delay to allow for any further delays to be factored in, instead of having it calculated up to a speculative date and this then being pushed further back without calculating the comp.