Compensation when internet down

--Tony--

Can anyone help.
My mum has been without internet for a week now, BT tried to fix it once but failed, they only managed to get 0.09mbps which is unusable.
They have told her they cant get back for 2 weeks.
They have given her a mini router which is incredibly slow but she can at least get online.
Does the fact they gave her a mini router mean they can get out of paying compensation?

littleboo

Compensation is for total loss of service, so as she has a service, I would think compensation wouldn't apply

--Tony--

littleboo said:

Compensation is for total loss of service, so as she has a service, I would think compensation wouldn't apply

Great. I had a feeling.
Although they measured a tiny speed while the engineer was there it is completely unusable and a compete loss of service. Which she has since reported as such, the engineer tried to tell her she needed a new ethernet cable to her desktop even though there was no service at the router or wifi.
I had a feeling that as they provided a mini (sim based) router that hardly works it would count as a "service", bleedin' disgusting when she is isolated in the middle of nowhere and needs the internet for shopping.

macman

There is no SLA on  residential contract, so 'compo is generally limited to a credit for each day of downtime, pro rata off your monthly bill.

--Tony--

macman said:

There is no SLA on  residential contract, so 'compo is generally limited to a credit for each day of downtime, pro rata off your monthly bill.

Yes, that is what I meant £8.40 after the first 2 days.

OFCOM word it as "Their service has stopped working and it is not fully fixed after two full working days."
Well, that fits my mums situation completely, it stopped working and they failed to fully fix it, now she has to wait 2 weeks.
No mention of an inferior alternative being supplied that hardly works as an alternative.