I've been with this provider for 10 years, yesterday I got fibre broadband installed by an engineer - this was an upgraded package. It didn't work, DH called our provider today as we needed to wait until midnight to make sure it wasn't just the service "settling" or whatever but they said we have to wait 5 days for a new engineer appointment. DH asked what we do in the meantime, they said they automatically apply compensation when the fault is fixed but if we need internet we can upgrade our package to one with a 4g backup (where there is a monthly charge for this benefit). I have to use the Internet for work so we're stuck with no choice on that really, especially looking at how much one of the very few broadband dongles you can buy cost.
DH has shrugged and said I can talk to them if I want to but he's not getting into it and we'll have to wait for the next appointment next week.
AIBU to think if you've failed your customer that they shouldn't have to pay for a backup service (one that they wouldn't need if it'd been done correctly to begin with)?