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Original poster

What would be fair compensation in this circumstance?

73 replies

AudTheDeepMinded · 11/02/2022 09:34

Sorry for the lengthy essay to follow:
Our broadband provider, with no warning or reason, disconnected our broadband and home phone last Friday afternoon. Unfortunately this was the worst possible timing as four out of five of us (incl three primary aged children) were covid positive and stuck in the house.
The following day the fifth member of the household also tested positive, meaning none of us were able to leave the house. Neither of the adults have a smartphone and we were therefore unable to access online shopping, entertainment, home-schooling resources, my emails for my self-employed business or long distance learning resources for a course I am doing. I was also unable to participate in a scheduled Zoom interview for a university place.
I have spent over four hours chasing to get this resolved and the customer service has been very poor. I have been told three different stories as to what has happened and why, and have been told that the engineer was coming out but wouldn't need to come in. Then I was told that the engineer had been cancelled as they could not come in. Then I was told there was no fault but a background issue. I've been promised update calls that have never materialised and have spoken to at least five different people.
Finally, fingers crossed, someone competent is on the case and the broadband will be reconnected on Monday. It has been an extremely trying time with three primary aged children and we have had to rely on phoning friends to act as personal shoppers at their inconvenience.. The person now resolving things has mentioned that once the service has been reinstated I will be entitled to compensation. What is a realistic amount to expect in this situation?

OP posts:

ClariceQuiff · 11/02/2022 09:36

A refund of this month's bill maybe?

Original poster

AudTheDeepMinded · 11/02/2022 09:37

I should probably clarify that the reason I am able to post is that we were sent a 'mini hub' to provide temporary access to the internet, but it is very unreliable and basic. The connection drops out frequently and it is not able to stream very well at all.

OP posts:

thisislove · 11/02/2022 09:43

As above. A months refund probably.

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girlmom21 · 11/02/2022 09:54

Have you lost much money from your business?
I think a full months bill refund is the absolute minimum they can offer.

Get a smartphone if you can afford it OP.
If your broadband was to get knocked out by bad weather or a fault in the line you could be in the same position again.

LadyCleathStuart · 11/02/2022 09:55

You don't have a smartphone? Really?

Anyway I agree with the above, a months bill at most.

Mandofan · 11/02/2022 09:57

I would definitely invest in a smartphone especially if you’re self employed. Isn’t it better to have access to emails on the go?

Danikm151 · 11/02/2022 10:04

The last time my ee went out- they said after 3 days I would be entitled to £8 per day - they fixed it on day 4 :)
I would divide your bill by 30 and then times by however many days you were out.

BarbaraofSeville · 11/02/2022 10:05

There's probably something in the small print of the contract about it being for domestic use only and not guaranteed/suitable for business, so I wouldn't push for much, but a token gesture of the order of a month's free is probably the best you can hope for.

Like others have commented, it's probably quite unusual for working age people to not have a smartphone (take up is probably well over 90%) and you should get at least one between you, which can be done for minimal cost, as a back up for your broadband service if nothing else.

Original poster

AudTheDeepMinded · 11/02/2022 10:06

@LadyCleathStuart

You don't have a smartphone? Really?

Anyway I agree with the above, a months bill at most.

Really. I can post an image of my Cat android mobile if confirmation is needed.

I've never felt the need for a smart phone until now. The nature of my business does not require instant access to me at all times. But, that is besides the point really. I have spent over four hours of my time on the phone alone. My time as a self employed contractor is charged at £28 an hour for a start, as well as the extreme inconvenience through no fault of my own.

OP posts:

ClariceQuiff · 11/02/2022 10:07

Just a thought - do you have any insurance for your self-employed business that you could claim on?

I agree with Barbara that unless this is a business service, they are unlikely to consider consequential business losses and there's probably small print to this effect.

ClariceQuiff · 11/02/2022 10:09

My time as a self employed contractor is charged at £28 an hour for a start

But you are charging that rate to people who are getting the benefit of your professional services. When you're on the phone, you're not using the professional skills that add monetary value to your time.

girlmom21 · 11/02/2022 10:23

So you don't need instant access - meaning you don't need to have been working for the four hours you were on the phone.

Even if you were they wouldn't pay for loss of earnings.

Original poster

AudTheDeepMinded · 11/02/2022 10:26

@girlmom21

So you don't need instant access - meaning you don't need to have been working for the four hours you were on the phone.

Even if you were they wouldn't pay for loss of earnings.

But would you be content to be forced to give up 4+ hours of your time chasing incompetent morons for free? (It's been a tough few weeks and I have my stroppy pants on).

OP posts:

QforCucumber · 11/02/2022 10:29

Not content to, it’s shit - but one of those things we all end up doing and you can’t bill them £28/hour for it.

girlmom21 · 11/02/2022 10:31

Nobody's said you don't deserve compensation but you can't charge for loss of earnings in any circumstance - and especially when there's been no actual loss of earnings.

If you're feeling super stroppy tell them to cancel your contract and waive the cancellation charge and go to Sky or BT.

BarbaraofSeville · 11/02/2022 10:31

But you don't have to spend 4 hours on the phone, you just leave it and wait to see if it sorts itself out after a few hours/days surely?

Original poster

AudTheDeepMinded · 11/02/2022 10:35

@BarbaraofSeville

But you don't have to spend 4 hours on the phone, you just leave it and wait to see if it sorts itself out after a few hours/days surely?

I can guarantee that things would not be moving forward if I had left it to resolve itself. No-one seemed to know their arse from their elbow as to why the service had stopped and the fact that it was not a fault but a background issue to do with swapping to a digital service only became apparent when I got really quite strident in my dissatisfaction. I have no faith that the issue will be resolved on Monday as the service so far has been so poor.

OP posts:

Original poster

AudTheDeepMinded · 11/02/2022 10:38

@girlmom21

Nobody's said you don't deserve compensation but you can't charge for loss of earnings in any circumstance - and especially when there's been no actual loss of earnings.

If you're feeling super stroppy tell them to cancel your contract and waive the cancellation charge and go to Sky or BT.

My contract is due for renewal shortly and my intention is to leave then. But for the moment I am staying with the provider as the background issue they are resolving would still prevent OpenReach from installing the broadband for any provider and I would have to start all over gain trying to explain what had happened.

OP posts:

Crazycrazylady · 11/02/2022 10:38

If you get a months bill free, you'll be doing well.

CocoCookieCream · 11/02/2022 10:41

Meh, it's life. Probably 1 month refund /extra.

Original poster

AudTheDeepMinded · 11/02/2022 10:42

@Crazycrazylady

If you get a months bill free, you'll be doing well.

That seems to be the general consensus. Are there any decent broadband providers out there? We've been through four and they've all been rubbish.

OP posts:

mewkins · 11/02/2022 10:42

Who are you with? They all have it set out re. Compensation. The first 48 hours you get nothing then I think £8 per day until fixed. If you complain enough they will sometimes pay for you to have hotspot access, reluctantly. I feel for you. I had the same while having covid and it was so depressing to have to keep on at them every day.

Original poster

AudTheDeepMinded · 11/02/2022 10:43

@CocoCookieCream

Meh, it's life. Probably 1 month refund /extra.

I know it's life, but my goodness when you are in the middle of it it is so frustrating, especially when people down tight lie to you about how they are going to help you.

OP posts:

Original poster

AudTheDeepMinded · 11/02/2022 10:45

@mewkins

Thank you, you 'get it' I've found the Ofcom page detailing what I can claim for now. Interestingly, the financial ombudsmen says you can claim for your time spent in resolving a complaint...

OP posts:

TheRealityCheque · 11/02/2022 10:57

"The adults don't have a smartphone"

Sorry, but

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