topic Re: Compensation Query in My Account/Billing

Compensation Query

alexmakel — Fri, 09 Aug 2024 13:36:30 GMT

Hi,

Just wondering whether someone might be able to assist.

Our WiFi went down on 26th June and was down until 10th July. We had a number of engineers come out to resolve the issue but they couldn't, until one finally noticed the problem & resolved it for us.

We were made aware that due to the length of time that the service was down, we would receive compensation in our account. I've just logged into my account online & cannot see anything added, and my account balance is currently reading as £0. I've not received any communication about compensation via email either.

Does anyone happen to know how to find out how much compensation you've been given/where to find it?

Thanks,

Alex

Re: Compensation Query

MisterW — Fri, 09 Aug 2024 13:48:22 GMT

I dont believe you'll see it as an account credit until its applied to the next bill within 30 days after the fault has been rectified.

Here's the details of the compensation https://www.ofcom.org.uk/phones-and-broadband/service-quality/automatic-compensation-need-know/

Re: Compensation Query

Baldrick1 — Fri, 09 Aug 2024 13:51:18 GMT

Depending on when the time starts it's only just 30 days since it was fixed, so there's still time for it to be processed.