Compensation for outages.

[MarkL1950]

We have not had any service since last last Friday afternoon. EE have a lot of customers all complaining - particularly those who are working and those that use a 4G dongle for Internet access. Will there be compensation and if so so does it work? 

I read it is automatic but I am suspicious that this can be achieved. Do all customers have to individually make a complaint to activate the process?

Your input would be much appreciated 

[XRaySpeX]

Automatic compensation is only for fixed Home BB.

[Christopher_G]

Hi @MarkL1950

Welcome to the community.

I'm sorry to hear that you've been having some service problems. We would take a look at each instance individually. If you would like to discuss this further, I would recommend speaking to our technical support team.

Chris

[bristolian]

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@MarkL1950 wrote:

We have not had any service since last last Friday afternoon

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Is this local service outage reported on the status checker?

https://coverage.ee.co.uk/coverage/ee - click on "check status"

[MarkL1950]

Hi Bristol Ian,

Yes, it is logged on the status page and acknowledged there is a problem. We know its complex and we know they are working on it. 

[MarkL1950]

I tried and received the following

We're transferring you to our team. The expected response time is within 45 minutes

I can't wait that long at the moment. 

[Leanne_T]

Hi @MarkL1950

When you get the chance, please call us as advised and the team will get this looked into for you. 

Leanne.

[MarkL1950]

Thanks Leanne,

What number do I call to get in touch with the community support team?

Mark  

[Leanne_T]

Hi @MarkL1950

Please call 150, and our technical support team will be happy to help. 

Leanne.

[XRaySpeX]

You don't phone the Community Support Team.  @Leanne_T meant you to phone EE.