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Automatic compensation for most broadband and landline users from today

From today most broadband and home phone customers will be automatically compensated for loss of service, delayed installations or missed appointments, under an agreement struck between and the biggest telecoms providers and the industry watchdog....
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'Automatic compensation for most broadband and landline users from today'
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  • Rizvani04
    Rizvani04 Posts: 9 Forumite
    Tenth Anniversary First Post Combo Breaker
    (sorry, long intro)

    I'm selling my property so I called EE to cancel services (landline and internet under one contract). The completion was delayed so I had to ask EE to change the disconnection date from 27/06 to 15/07. They confirmed the date was changed but they disconnected services on 27/06 anyway without notifying me. When the internet stopped working on 27/06 they told me it was a connection fault Openreach needs to deal with (i.e. nothing to do with ending the contract) and it would take them about 48 hours (till Sat 29/06; they confirmed BT deals with faults on Saturdays too) to fix. On the 29/06 we still had no services and it was only then when EE admitted they made a mistake and finalised the disconnection earlier. They said it would take 2 weeks to re-activate services but by then I would be cancelling them anyway. As an alternative, they offered to post mobile internet which will be limited and slower than the services I had. The earliest it will arrive will be 02/07.

    Q: Does anyone know how should my compensation be calculated? Does it matter that the alternative service offered is of a lower standard than my usual service?
  • [Deleted User]
    [Deleted User] Posts: 1,655 Forumite
    Part of the Furniture 1,000 Posts Name Dropper Combo Breaker
    If you read the article it clearly states that EE had not joined the voluntary scheme, as of 1st April 2019. So if you want compensation it might not be covered under the scheme unless EE have since joined it.

    If they have joined then the article explains how to calculate compensation.
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