on 26-08-2021 08:29 AM
Having had my go live date delayed without notification and having waited in all day for a router that never arrived, I was advised that I would be compensated for this. I have received my first bill and no compensation has been added. Also there is an unexplained charge of £3.61 for something against a fibre 65 line. I had signed up for fibre 65 unlimited downloads for 18 months @@ £22, so what's this for. My router finally arrived 4 days after my go live date !
on 27-08-2021 12:15 PM
Thanks for you post.
You have been charged from the go live date to the first bill date, then the advance month which is why the 1st bill is higher, I appreciate that you couldn't use the service on the go live date due to not have the router.
The router delay falls under the auto compensation policy, this can take up to 30 days to show, I will ask the team to look at this and apply the credit ASAP.
Sorry for any inconvenience caused.
26-08-2021 09:59 AM - edited 26-08-2021 10:00 AM
@marksmen, the £22.00 per full month is going forward from the date the bill was made up. Any surplus before that is going to cover the few days of service you had before that, pro rata.
Compensation can take at least 30 days to be awarded:
on 26-08-2021 09:49 AM
Go into the search box and look at the article on FIRST BILL.
Any compensation will be added once the relevant team have assessed what you are entitled to, there is no way that can have been known prior to your first bill being produced.