EE broadband compensation loophole

Dbt

Our broadband/ mobile contract is with EE and has been for many years, we suffer constant ongoing problems and desperately need fibre to the house which is not available as yet from anyone - the signal is dire due to
the rural area we live in and broadband loss is constant. The cables are old and corroded and they will not replace them as they await fibre. Broadband is our lifeline not an luxury.

EE states they now include automatic compensation but i have been advised by Ee it is not automatic and each case is reviewed.  

We still pay our full monthly bill during regular outages and until sorted will not receive compensation. Where do we stand please?

Peter999_2

It is automatic compensation but in my experience you never get it automatically.   I had a battle with TalkTalk over a phone line not working but got the compensation in the end (they tried to say it was not a total loss - the phone line is dead so how was that not a total loss haha).

Don't forget that it has to be down for at least 2 working days to get the compensation - is yours intermittently going down but then coming back up within the two days? 

littleboo

Can you be more specific - what are the outages, how many, how often, how long, what happens to restore service? Is it definitely a problem with the broadband service to the router and not a wifi issue?

iniltous

As stated , you need to provide way more info , if you have ( for arguments sake ) a period of an hour where you have a problem that then disappears, so you don’t report it , because there is nothing to report, that’s not going to be  compensated, for one thing , your provider has no report of you having an issue ….if you had a problem that lasted enough  time for you to have a fault report logged and it was resolved before the end of the  2 or 3 working days ( 2 full days after the report day )  again no compensation as the fault is resolved , you wouldn’t necessarily know if it were physically attended to or its simply the intermittent nature of the problem and it went away , but will probably return…..obviously if you have a documented fault that isn’t resolved for 5 days , so 5  days without any service,( including the day you reported the faulty )  you are due compensation of 2 days at £8 , so £16 , but that needs to be recorded as a fault with your provider.

For it to be automatic compensation there needs to be a time/date the fault  is accepted as a qualifying fault by your provider , ( a total loss of service fault , not a nebulous ‘it went off but now is back on ‘ type report )  documented with  a time and date the ‘fault’ was accepted , and then a time date it was closed off.

If you have poor service that isn’t in outages that last a sufficiently long time to get a qualifying report raised (and attended to) raising reports even if they are not due compensation may help ‘negotiate’ a good will payment for poor service, or if within a minimum term allow you to leave penalty free , but 30 mins outages , every now and then , even if it’s annoyingly frequent,  isn’t going to trigger automatic compensation payments 

M25

Why not try Starlink? https://www.starlink.com/

You know the signal is poor where you live so it's up to you to do more about it and I don't mean trying to claim compensation.