More billing questions

[Dennis66]

As mentioned in previous posts, my shiny, new 150 mps fibre broadband connection went off after 4 days, so EE sent me a 4G hub until it was fixed. I used the 10 mps 4G for 5 days and then returned it after the fibre was reconnected.  They've charged me £7 for the use of the 4G hub, and another £7 is on next months bill even though I no longer have it.

Granted, they gave me £15 compensation when I complained about the loss of the fibre, but was a bit suprised when I had to pay for the loan of a temporary 4G hub.

Am I wrong to think that this is all a bit unfair?

[Chris_B]

@Dennis66  Very unfair in my opinion.  It’s not your fault the BB went down.   I’ll call customer support to ask why you’ve been charged especially after you no longer have the device.    If they say it’s for postage I would argue that you wouldn’t need it if the BB didn’t go down and that was out of your control to start with. 

[XRaySpeX]

No, you shouldn't have been charged for it.

[Michael_D]

Hi @Dennis66 

I'm with @Chris_B and @XRaySpeX on this one, you shouldn't be charged if the broadband was down and it was our guide who then sent out the 4G router as an alternative connection.

If you give our billing guides a call, they'll be able to take a look at the bill for you and see if any credits have been raised already for you returning it, and if not, look at it further for you.

Michael

[Dennis66]

Thanks for thr=e replies and the moral support. According to Royal Mail tracking, the returned 4G hub has been delivered yet (after 10 days!), so I'll give a bit of time for the return to be acknowledged and see what happens before I call them.

[Michael_D]

You are welcome @Dennis66. 

Please keep me posted with how it goes.

Michael

[Dennis66]

Thanks again,

I've been in contact with EE and it looks like I have to wait for the December billing to find out what I've been charged, if anything.

Fingers crossed.

[Katie_B]

Thanks so much for keeping us updated @Dennis66. 

Katie

[Dennis66]

A final update?

After two months, several online chats and a formal complaint, I finally recieved the 'automatic compensation' from EE for the broadband downtime.I was also refunded for the Hybrid Connect which I was forced to contract and then returned , but still kept getting charged for. Very annoying that I had to chase for this, but at least they managed to cancel the rental charge before the December payment came out.

Having said that, I can't see this compensation credit anywhere on My EE online account and my January bill is still showing the Hybrid Connect rental!

So why is My EE always way out of date and doesn't have a running statement of the account balance? Is there anywhere else I can find out how this credit is being applied to my bills?

[Peter_W]

Good morning @Dennis66, thanks for the update here, and I'm glad to hear that you've managed to make some progress with our team.

Your online account won't show pending credits, but I'm confident that everything will have been applied as promised.

With your most recent bill, are you able to see what date this was produced on?

There's a good chance it would have been generated prior to the point your Hybrid Connect was fully returned.

Peter