EE 7 days no service: compensation?

usupnorth

Am I entitled to anything here?

I added a second pay monthly sim to my account with EE, and my existing number (actually, my wife's) ported in last Friday. It worked for a day, then completely lost the network and won't reconnect. EE have confirmed to me that this is something that has affected many customers who ported in last week, and that the porting in process can still fail within a 72 period, even though it initially worked. They are unable to give a timescale (!) and are working on it as a priority. Sounds like a big problem, and we're completely without service for nearly a week now.

I'd be grateful for any advice.

d123

They'll normally compensate you for the days out of service (price plan / 30 x 7 days), if you are nice about it you might even get 2 weeks or a months free line rental.

usupnorth

d123 wrote: »

They'll normally compensate you for the days out of service (price plan / 30 x 7 days), if you are nice about it you might even get 2 weeks or a months free line rental.

Thanks Dave, but that doesn't sound like any reflection of the inconvenience by EE, if it were to be just price plan/30, times the number of days. That's just like I hadn't bought those days service. Well I had bought them, and they're just retrospectively deciding not to have sold me them, if you see what I mean, forgetting the inconvenience.

Let's hope it is more than that (and that the issue is resolved very soon); this seems really bad - a week, and no solution or timescale. Is this a known issue - any precedents anyone knows?

Exemplar

usupnorth wrote: »

Thanks Dave, but that doesn't sound like any reflection of the inconvenience by EE, if it were to be just price plan/30, times the number of days. That's just like I hadn't bought those days service. Well I had bought them, and they're just retrospectively deciding not to have sold me them, if you see what I mean, forgetting the inconvenience.

Let's hope it is more than that (and that the issue is resolved very soon); this seems really bad - a week, and no solution or timescale. Is this a known issue - any precedents anyone knows?

Is it a business or personal contract?

TadleyBaggie

If there is no SLA (and if it is a personal contract there will be none), there should be no expectation of compensation. Any goodwill is a bonus.

mobilejunkie

Make a formal complaint to EE. After they have ignored it for 8 weeks go to CISAS and ask for compensation. The amount will depend on how much it goes on for. Don't assume it will just be days. Thee clock on the 8 weeks won't start until you make a formal complaint.

usupnorth

Update: I got the equivalent of a month's charges, which was decent, though I'd rather not have had the problem!

(Edit - the problem lasted about a week)

Thanks for the contributions.