EE internet goes down and customers face 'week long' delay to fix problem

EE has been slammed over "excuses" over payouts when a customer's internet went down. Speaking out to the Guardian newspaper, EE customers hit out to the consumer affairs section and said they faced a week-long delay to fix the problem.

After a week-long delay to fix the problem, it only offered only £18.66 in compensation. "Two months ago, our internet went down. EE arranged an engineer appointment with its partner firm Qube within 48 hours," the customer wrote.

"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.

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"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."

EE replied: “We are sorry HT was unhappy with the compensation offered. We have offered a goodwill gesture to resolve the complaint.” A Guardian newspaper reader said: "This is another company that has, there's no real suitable euphemism available here, simply lied trough its teeth and, sad to say, when they've been caught out in this lie they've got away with doing so

"frustrating thing here is that, short of taking your custom elsewhere, there's little remedial action available to the customer due to there being nothing documented about what can be done when bare-faced lies have been told...and then they have the brass neck to couch them paying up what they should have paid up in the first place as 'a goodwill gesture".

"I wonder how many times they’ve gotten away with it? Another regulator asleep at the wheel," another said.