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Compensation award

Cally22 — Fri, 30 Oct 2026 23:42:34 GMT

Hi, I was originally due to have an upgrade in January 26, but on the engineer coming out was told the pole was unsafe to climb so he couldn’t do my upgrade untill it was inspected or they could get a cherry picker out to complete the work. Long story but the work got completed in September. Was told I would get compensation for the delay and today I received £212.16. Now I know the most you can get is 60 days compensation but it says £6.46 per day which as it took them 9 months I would have thought I would have received the full 60 days which @ £6.46 makes £387.60. Is it worth me phoning to query this or is there a reason for the amount I got? Thanks for your thoughts!

Re: Compensation award

andydenyer — Sat, 31 Oct 2026 08:12:12 GMT

Probably worth calling the billing team to see if they can explain how it has been worked out. For example, how many days and at what rate (if that's not explicit in your account) and then, more importantly, why it's been done at that rate and/or for that particular number of days.

It's not unknown for them to get things wrong. I had to get a spurious charge on my last bill refunded as their system had got confused following my recent upgrade to full fibre. I was double charged for my landline for a number of days following the upgrade! I knew that the total bill should have been lower than my previous one as I was able to recontract at a lower price for my calling plan, but the overall bill was higher so I knew something was wrong!

Re: Compensation award

Cally22 — Sat, 31 Oct 2026 08:33:50 GMT

Thank you for you reply, there was no breakdown of the amount on my account, so yes think it might be worth a call to ask exactly what I have been compensated for. Again thanks for your reply.

Re: Compensation award

IrememberBuzby — Sat, 31 Oct 2026 12:32:56 GMT

Yep, contact them but stand your ground. The first two people you speak to will not have the authority to give you more compensation and will definitely just try to sell you an EE contract. I received 4 months but I had to push them. The service is atrocious.

Re: Compensation award

Cally22 — Sat, 31 Oct 2026 13:10:43 GMT

Thanks for the advice