EE broadband denying automatic compensation for missed activation appointment

bethadams86

I moved house and asked to move my EE broadband with me. The BT Openreach engineer didn’t turn up for the scheduled appointment - after I had taken a day’s annual leave and waited in all afternoon - meaning I was without broadband for a further 12 days (having already waited two weeks) until there was another slot available. Which caused great problems as I work from home. 

I believe I was due automatic compensation of £5.04 for each of these 12 days, according to Ofcom and EE’s own website. However when I phoned to ask why it hadn’t been received after a month they said it was logged on their system as a rescheduled appointment, not a missed appointment, meaning no compensation due. Obviously they’ll have all my phone calls from the time as proof that the engineer didn’t turn up and I didn’t ask to change the appointment prior to this. 

They’ve agreed to give me the amount due ‘as a goodwill gesture’ but I’m fuming that they can just deny the appointment was missed when it clearly was and there’s proof of it. How can they just gaslight you like this?! Has anyone else had this experience? I find it unbelievable, they obviously use it to get out of having to pay compensation where they can get away with it. Even though I’ve got the money now I’m so angry about the principle of it I feel people should be aware. 

[Deleted User]

Gaslghting is a tad overdramatic. It was just incorrectly logged. 

They're not an abusive partner, just a phone company.

Jumblebumble

bethadams86 said:

I moved house and asked to move my EE broadband with me. The BT Openreach engineer didn’t turn up for the scheduled appointment - after I had taken a day’s annual leave and waited in all afternoon - meaning I was without broadband for a further 12 days (having already waited two weeks) until there was another slot available. Which caused great problems as I work from home. 

I believe I was due automatic compensation of £5.04 for each of these 12 days, according to Ofcom and EE’s own website. However when I phoned to ask why it hadn’t been received after a month they said it was logged on their system as a rescheduled appointment, not a missed appointment, meaning no compensation due. Obviously they’ll have all my phone calls from the time as proof that the engineer didn’t turn up and I didn’t ask to change the appointment prior to this. 

They’ve agreed to give me the amount due ‘as a goodwill gesture’ but I’m fuming that they can just deny the appointment was missed when it clearly was and there’s proof of it. How can they just gaslight you like this?! Has anyone else had this experience? I find it unbelievable, they obviously use it to get out of having to pay compensation where they can get away with it. Even though I’ve got the money now I’m so angry about the principle of it I feel people should be aware. 

If they have given you back the money why on earth are you still angry?

Aylesbury_Duck

The trouble with throwing around emotive terms like "gaslighting" is that people are unlikely to take the rest of your post seriously.

bethadams86

Yes ok that was the wrong word in this context, I wrote it in the heat of the moment and now I can’t edit the post or delete it. 

Nevertheless they are outright denying what happened and it’s not about the money, I’m angry they can get away with it and are probably doing the same to others, so anyone who doesn’t actively follow up and make a fuss won’t get the compensation they’re due. 

[Deleted User]

bethadams86 said:

I’m angry they can get away with it and are probably doing the same to others

They're almost certainly not. Errors will always happen, but there'll be no concerted conspiracy.

Diamandis

A mistake happened, they're giving you the money now. I'd suggest moving on.

born_again

Report them to Ofcom then.