topic Re: Request to adjust contract start date due to delayed activation in My Account/Billing

Request to adjust contract start date due to delayed activation

ajleung — Thu, 03 Jul 2025 09:41:11 GMT

Hello,

My broadband was officially activated on **26 June 2025**, but technical issues meant the service didn’t actually work until **2 July 2025**.

Because I had no internet from 26 June to 1 July, I’d like to request either:
1. Adjust my contract start date to **2 July 2025**, or
2. Receive a pro-rata credit for the 6 days when I couldn't use the service.

Thanks for your help — I look forward to hearing from staff or community experts.

Re: Request to adjust contract start date due to delayed activation

Windings — Thu, 03 Jul 2025 16:28:00 GMT

@ajleung Hi there, Welcome to the community forum 😀

Apologies that your broadband service didn't work on the day of your agreed activation date.

I've taken a look into your account to have a quick look at what's gone on.

In answer to your two requests:

1. We are unable to adjust the start date of your contract, your activation date was 26th June and that coincides with your contract start date.

2. We are unable to give a pro-rata credit for this either. A fault was raised for total loss of service on 27/06 and the fault was confirmed to be cleared and fixed on 02/07. As we adhear to Ofcom's automatic compensation regulations, there would be no automatic compensation due in this case. We have to allow 2 working days for our suppliers to fix any broadband fault, as you raised this fault to us on a friday, it would mean that the first working day for our suppliers is monday. We allowed monday and tuesday for resolution of the fault, the fault was confirmed to be fixed on the wednesday afternoon and we cant compensate for the day of repair either unfortunately.

I understand that this isn't the ideal response you were hoping to receive and i do apologise for the inconvenience this has caused you.

All the best

Re: Request to adjust contract start date due to delayed activation

ajleung — Thu, 03 Jul 2025 17:46:05 GMT

Hi again,

Thanks for the detailed explanation — I appreciate the clarity.

Just to add a bit of context: during the delay between 26 June and 2 July, I had to purchase a Smarty data-only SIM to stay connected, since the broadband wasn’t usable. I understand the fault fell within the Ofcom repair window, and I’m not disputing that.

That said, I’d really appreciate if you could reconsider a small goodwill gesture, not under Ofcom rules but simply in recognition of the extra costs I incurred to cover for the unexpected downtime.

Your service so far has been excellent otherwise, and I’d like to continue on a good note.

Thanks again for your time.

Re: Request to adjust contract start date due to delayed activation

Windings — Fri, 04 Jul 2025 14:15:21 GMT

@ajleung Hello again,

First off i'd like to thank you for being understanding about the rules and regulations we have to follow in terms of compensation etc... I really appreciate your acceptance of this situation.

I've spoke to my Team leader and he's agreed to offer a gesture of goodwill for this inconvenience. Normally in a case like this we would divide your monthly subscription fee by the amount of calendar days in the month and then round up slightly depending on the pounds/pence ratios we see. In your case I'm happy to apply a £5 credit onto your account to cover the few days of no service.

Please let me know if you're happy with this and i can get the credit applied for you.

All the best

Re: Request to adjust contract start date due to delayed activation

ajleung — Fri, 04 Jul 2025 15:25:41 GMT

Thanks, Joe — I really appreciate you and your team leader looking into this and offering a goodwill credit. I’m happy with the £5 credit — please go ahead and apply it.

Re: Request to adjust contract start date due to delayed activation

LexLex2020 — Sat, 05 Jul 2025 17:18:23 GMT

@ajleung,

Applied that now, you will get an email confirming the credit application within the next 24 hours.

Let us know if there is anything we do for you.

Lex