EE Mobile customers urged to apply for compensation after network went down for 12 hours
Millions of customers were left unable to make or receive calls after an outage struck the mobile network at the end of last week.
1
The outage began at late on Thursday, July 24, with angry customers flooding social media with complaints.
BT, the owner of the EE network, quickly addressed the issue, with a spokesperson stating: "We're currently addressing an issue impacting our services.
"We apologise for any inconvenience caused. We're working urgently to fix this issue and will provide a further update as soon as possible."
Despite the update, the mobile network didn't confirm the issue was resolved until 9pm on Thursday evening.
However, thousands of customers remained unable to make or receive calls well into Friday, July 25.
EE advised those severely affected by the outage to contact their customer service team about compensation.
Telecom regulator Ofcom has an automatic compensation scheme for broadband and landline customers when services are disrupted.
However, mobile customers aren't covered and don't receive the same protection for connection issues.
That said, you can still request compensation directly from your provider.
Kara Gammell, personal finance expert at MoneySuperMarket, said: "You won't automatically get a refund from your provider after a mobile phone outage as Ofcom advises that compensation is 'dependent on the circumstances'.
"But, if the disruption has been significant, and you have experienced major inconvenience or financial implications as a result, you might be entitled to an account credit or additional compensation.
"If that's the case, it's worth contacting your provider directly to see what they can offer to help put things right."
Customers can use the 'Live Chat' feature on the EE website or dial 150 from their mobile to file a complaint and request compensation.
Compensation is typically assessed on a case-by-case basis.
For example, if you rely on your phone for business or had an urgent need to make calls, it's worth filing a complaint.
While there's no guarantee you'll receive compensation, it's always worth asking.
How to complain and WIN compensation
If your provider hasn't fixed the issue on time or you're unhappy with the delay, follow the formal complaints process.
Take screenshots of the outage on your phone and note how long your service was down.
Be clear about any extra costs you faced because of the outage, as you might be able to claim them back.
To complain, call EE on 150 or use their live chat.
Keep copies of receipts or bills to show any extra costs caused by the outage – these will help strengthen your case.
If your formal complaint doesn't resolve the issue, you can ask for a "deadlock letter" after eight weeks and take your dispute to an Alternative Dispute Resolution (ADR) scheme.
ADR schemes are free and act as an independent mediator between you and your provider when complaints can't be settled directly.
There are two ADR schemes in the UK - the Communications Ombudsman and CISAS.
Providers must be part of one, and you can check which scheme covers your provider at ofcom.org.uk.
EE is a member of the Communications Ombudsman.
To file a complaint, you can fill out the claims form on the ADR scheme's website by visiting ccommsombudsman.org/raise-dispute/ee or send a letter.
The ADR scheme looks at the evidence from you and your provider before making a decision.
If it agrees you should get compensation and you accept the decision, your network has 28 days to pay.
If you reject the decision, you won't be able to claim the resolution offered.
CUT YOUR TELECOM COSTS
By James Flanders, Chief Consumer Reporter
Switching contracts is one of the single best ways to save money on your mobile, broadband and TV bills.
But if you can't switch mid-contract without facing a penalty, you'd be best to hold off until it's up for renewal.
But don't just switch contracts because the price is cheaper than what you're currently paying.
Take a look at your minutes and texts, as well as your data usage, to find out which deal is best for you.
For example, if you're a heavy internet user, it's worth finding a deal that accommodates this so you don't have to spend extra on bundles or add-ons each month.
In the weeks before your contract is up, use comparison sites to familiarise yourself with what deals are available.
It's a known fact that new customers always get the best deals.
Sites like MoneySuperMarket and Uswitch all help you customise your search based on price, allowances and provider.
This should make it easier to decide whether to renew your contract or move to another provider.
However, if you don't want to switch and are happy with the service you're getting under your current provider - haggle for a better deal.
You can still make significant savings by renewing your contract rather than rolling on to the tariff you're given after your deal.
If you need to speak to a company on the phone, be sure to catch them at the right time.
Make some time to negotiate with your provider in the morning.
This way, you have a better chance of being the first customer through on the phone, and the rep won't have worked tirelessly through previous calls which may have affected their stress levels.
It pays to be polite when getting through to someone on the phone, as representatives are less inclined to help rude or aggressive customers.
Knowing what other offers are on the market can help you to make a case for yourself to your provider.
If your provider won't haggle, you can always threaten to leave.
Companies don't want to lose customers and may come up with a last-minute offer to keep you.
It's also worth investigating social tariffs. These deals have been created for people who are receiving certain benefits.
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