Two months ago, our internet went down. EE arranged an engineer appointment with its partner firm Qube within 48 hours, but the visit was cancelled on the day. Another appointment was made for two days after that, but the engineer was unable to fix the problem. A week after the problem, an Openreach engineer attended and restored our service. EE’s compensation policy, in the event of total loss of service, entitles us to £48.80 plus £30.49 for a late-notice appointment cancellation. However, EE only paid £18.66. I was told compensation for cancelled appointments only applies to Openreach engineers and I wasn’t entitled to compensation for the seven-day delay because it recorded that there was no fault.
HT, Hook, Hampshire
The auto-compensation scheme is not goodwill on the part of EE; it’s a requirement by regulator Ofcom. Under the rules, customers are entitled to daily payments of £9.76 if their service is not restored within two working days and last-minute cancellations require a £30.49 payout.
