Speeds below contract minimum

[Dennis66]

So how does this work?  Our fibre fttp line has gone down after only 4 days and so EE have supplied me with a  4G router until its fixed. I'm getting around 7Mbs with the lousy 4G we get, which is waaaaay  below the 100Mbs guaranteed with our fibre contract. The fix, according to Openreach enginners, could take WEEKS to happen.

Do I have any recourse here? Is the early termination of the contract really all I will be offered?

[Dennis66]

Ooooh, it's leapt up to 9.5 MBps !!!

[XRaySpeX]

You should qualify for Automatic Compensation

[Dennis66]

Well here's a thing. I received a message on the day I reported the problem saying that I had a "missed appoinment" on the day the fault was opened, which is not true. The engineers were out the following day. But will this LIE prevent them from offering the daily auto compensation?

[Lesley_W]

Hi @Dennis66 

Thanks for coming to our community.

I'm sorry that you have been having issues with your broadband, I'm sure our engineers will be working on whatever is needed to get you back up and running. 

In regards to automatic compensation, this would stop if you were to miss an appointment. It sounds like this was an error so I'd recommend speaking to our customer care team to make sure that this is corrected.

Lesley

[Dennis66]

Thanks for the help.

It looks like I won't get any compensation unless I lose connection completely. As far as I read it, the only 'benefit' is that if they  can't fix it within 30 days, you can choose to leave with no penalty fees. Not sure that's helpful?

And the auto-compensation only kicks in if we have a total loss of service. EE have supplied me with a 4G hub to give us some connection, but I am paying for this (£7 per month) and will need to return it once the fttp is fixed.

I am also paying for the digital phone service as well (£5 pm), but that isn't working either while the fttp is down.

They seem to be suggesting it will be fixed by Friday evening, I'll keep finger crossed but I won't hold my breath....

So all in all, I still feel something of a victim here. I guess I'm still paying for the 150 mb fibre, and now having to pay for 4g as well. And I'm not getting the digital phone I'm also paying for.

[Peter_W]

Thanks for the update on this one @Dennis66.

It certainly sounds like things are moving in the right direction here, but I still appreciate this has been far from the best experience. 

As @Lesley_W mentioned, if there's anything you're at all unsure about when it comes to the experience you've had with this fault, I'd recommend reaching out to our team and they'll be able to advise you on what further options we have available to help.

Peter

[Dennis66]

Thanks Peter,

It doesn't seem like Openreach can commit to a repair date either, it moves back each time I check my account. It's changed from 24th, to 25th, to 28th, 29th, and now 30th October. I did contact the support team yesterday, and they just repeated the repair date of 29th, but it's moved again today. Looks like they don't know anything either....

[Dennis66]

Fixed now. Apparently a mouse had got into an underground junction box and chewed through the cable! I have thought these boxes would have been mouse-proof.

[Michael_D]

Thanks for the update @Dennis66 

I'm glad to hear it is all sorted now. Hopefully the mice have had their fill of broadband cables now.

Michael