Dissatisfied

[Maxi1969]

I’ve been told since September that I would be compensated for loss of internet access , to being told today that I am not entitled, then being told that I will be held responsible for a disconnection fee when I leave to a more understanding network provider, well I will not be held to ransom by this, when I’ve been assured by many of your team that I was entitled to compensation 

[XRaySpeX]

Do you know the reason for loss of internet access? What needed to be done to get it back?

Which device  lost of internet access?

[Katie_B]

Hello @Maxi1969. 

Thanks so much for coming here. 

I am sorry to hear this has happened after being told multiple times you will be compensated. 

So we can try to help further please take a look at the questions above posted by @XRaySpeX. 

Speak soon, 

Katie

[Maxi1969]

Faulty routers
Sent from my iPhone

[XRaySpeX · Accepted solution]

You are only eligible for  Automatic compensation for broadband or landline issues for total loss of your BB service itself. You won't get compensation if the fault is inside your home, such as a faulty router.