Latest news with #EE
The Sun
an hour ago
- Business
- The Sun
EE Mobile customers urged to apply for compensation after network went down for 12 hours
EE Mobile customers are being urged to file complaints and seek compensation following a 12-hour outage. 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 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 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.
The Sun
6 hours ago
- Business
- The Sun
Phone plans will limit internet for teens from next month in new crackdown
EE yesterday became the first major UK mobile network to launch a dedicated under-18s phone plan. The move will filter the web - depending on the age of the youngster - with different protection levels. 1 The new 'Safer SIMs' offer content filters, scam call protection, spend caps and data controls designed specifically for young users. More than 400 EE stores nationwide will now also offer bookable online safety consultations with trained EE Guides. And EE is launching 'The P.H.O.N.E Chat',a set of in-store and online resources to help parents talk to their children about owning a smartphone. The announcement follows research showing that 52 per cent of parents feel ill-equipped to guide their children's phone usage. Meanwhile, 78 per cent of children aged 11–17 admit to hiding online activity. TV presenter Konnie Huq, who is a brand ambassador, said the plans felt "like her mum in the old days". Carolyn Bunting MBE, Co-CEO at Internet Matters said: 'Many parents tell us that they are overwhelmed when it comes to online safety for their children, and don't know where to start. "We also know that parents find it awkward to talk about it with their children. "These initiatives from EE are positive steps to support families as the digital world continues to evolve and play an ever-increasing role in children's lives'. The restrictions will apply as long as users don't use wifi. Claire Gillies, CEO of BT Group's Consumer Division, said: 'Our new initiatives and resources are there for parents at every stage of their child's adolescence, so they can safely and confidently make the choice about smartphone usage that is right for them and their family.'
Scotsman
7 hours ago
- Business
- Scotsman
BT: £18m refund to EE, Plusnet customers after rule breach
You could be owed cash if you left your contract early 💷 Sign up to the weekly Cost Of Living newsletter. Saving tips, deals and money hacks. Sign up Thank you for signing up! Did you know with a Digital Subscription to Edinburgh News, you can get unlimited access to the website including our premium content, as well as benefiting from fewer ads, loyalty rewards and much more. Learn More Sorry, there seem to be some issues. Please try again later. Submitting... BT has refunded £18 million to EE, Plusnet and BT customers after breaking contract rules Ofcom found over 1.3 million sales were made without clear pre-contract information At least 1.1 million customers may have been wrongly charged early exit fees Affected customers have been contacted, but some may still be owed money Where refunds weren't possible, BT donated £440,000 to 17 UK charities More than a million customers of multiple phone and internet providers could be due money back after a telecoms giant was forced to refund a massive £18 million — and you might be one of them. The payout to customers of EE, Plusnet and BT could follows an Ofcom investigation which found the latter broke consumer protection rules by failing to give customers key information about their contracts before signing up. Advertisement Hide Ad Advertisement Hide Ad Since June 2022, telecom firms must provide clear details upfront — including contract length, speed, cost, and early exit fees — but BT failed to do so in at least 1.3 million sales. BT, which owns EE and Plusnet, was fined £2.8 million by Ofcom last year after breaching regulations designed to protect consumers and small businesses. (Photo: CHRIS J RATCLIFFE/AFP via Getty Images) | AFP via Getty Images At least 1.1 million customers were affected — and many may have been charged early exit fees unfairly after leaving contracts they never properly agreed to. The regulator demanded BT refund any customers who had paid such fees. Where refunds weren't possible — such as where the customer couldn't be contacted — BT was ordered to donate the equivalent to charity. So far, £440,000 has been given to 17 UK charities. Advertisement Hide Ad Advertisement Hide Ad A spokesperson for BT said: 'We're sorry that pre-contract information and contract summary documents were not available to some of our customers in a timely manner. 'We have proactively contacted affected customers and refunded them where appropriate.' BT added that it has worked with Ofcom to fix its sales processes and ensure compliance going forward. Advertisement Hide Ad Advertisement Hide Ad How to find out if you're owed a refund If you were an EE or Plusnet customer between June 2022 and early 2023 — and left your contract early — you could be due a refund. BT says it has proactively contacted those affected, but if you think you've been missed: Contact your provider directly (BT, EE or Plusnet) Check past bank statements for early termination charges Ask for written confirmation of whether your contract met the legal requirements If you've since switched providers or changed contact details, it's especially worth following up, as BT may have struggled to reach you. Are you struggling to make ends meet as costs continue to rise? You can now send your stories to us online via YourWorld at It's free to use and, once checked, your story will appear on our website and, space allowing, in our newspapers.
South Wales Guardian
9 hours ago
- Business
- South Wales Guardian
BT refunds £18 million to customers
Two years ago, regulator Ofcom ordered BT to carry out refunds after it failed to provide customers with essential contract information. Now, Ofcom has confirmed that BT has handed out the £18 million and is encouraging them to check their accounts. BT has been required to refund or credit £18 million to customers following enforcement action. Find out why here 🔗 BT, which owns and distributes internet services from EE and Plusnet, was previously found to not provide customers with "important contract documents". As Ofcom shared that BT had broken "consumer protection rules designed to ensure telecoms customers get clear, comparable information about the services they are considering buying." The ruling meant the BT had not followed Ofcom's compliance rules, which affected 1.1 million customers. In 2024, BT was ordered by Ofcom to pay a fine of £2.8 million and "refund customers who did not receive the contract documents and were then charged for leaving their contract before the end of their contract period". BT has also shared that they donated money they were unable to refund to charity, as they could not track down all affected customers. Ofcom shared in a statement: "As a result of this enforcement action, BT has now refunded or credited £18 million back to customers and donated £440,000 across 17 charities where refunds or credits were not possible." Speaking to the BBC, a BT spokesperson said: "We apologise for any inconvenience caused and have taken steps to proactively contact affected customers and arrange for them to receive the information and be refunded where applicable." BT added that if you were affected, you should have already been contacted by them. Ofcom said: "Following engagement with Ofcom, BT contacted the majority of affected customers, explaining that it had not provided them with the information to which they were entitled, and giving them the opportunity to request the information and/or cancel their contract without charge. Recommended Reading How to save on mobile roaming charges abroad with Vodafone, eSIMania, EE and more Virgin Media gives customers access to 14 free channels - see what's available Brits urged to retune TV immediately as channel changes made in Freeview update "However, before these communications were sent, some customers affected by the breach left BT before the end of their contract and may have been charged an early exit fee. "Our rules are clear that if the required contract summary and contract information is not given, the contract is not binding on customers. "As a result, an early exit fee should not have been payable by these customers." BT has been contacted for a comment.
Scotsman
11 hours ago
- Business
- Scotsman
BT: £18m refund to EE, Plusnet customers after rule breach
You could be owed cash if you left your contract early 💷 Sign up to the weekly Cost Of Living newsletter. Saving tips, deals and money hacks. Sign up Thank you for signing up! Did you know with a Digital Subscription to The Scotsman, you can get unlimited access to the website including our premium content, as well as benefiting from fewer ads, loyalty rewards and much more. Learn More Sorry, there seem to be some issues. Please try again later. Submitting... BT has refunded £18 million to EE, Plusnet and BT customers after breaking contract rules Ofcom found over 1.3 million sales were made without clear pre-contract information At least 1.1 million customers may have been wrongly charged early exit fees Affected customers have been contacted, but some may still be owed money Where refunds weren't possible, BT donated £440,000 to 17 UK charities More than a million customers of multiple phone and internet providers could be due money back after a telecoms giant was forced to refund a massive £18 million — and you might be one of them. The payout to customers of EE, Plusnet and BT could follows an Ofcom investigation which found the latter broke consumer protection rules by failing to give customers key information about their contracts before signing up. Advertisement Hide Ad Advertisement Hide Ad Since June 2022, telecom firms must provide clear details upfront — including contract length, speed, cost, and early exit fees — but BT failed to do so in at least 1.3 million sales. BT, which owns EE and Plusnet, was fined £2.8 million by Ofcom last year after breaching regulations designed to protect consumers and small businesses. (Photo: CHRIS J RATCLIFFE/AFP via Getty Images) | AFP via Getty Images At least 1.1 million customers were affected — and many may have been charged early exit fees unfairly after leaving contracts they never properly agreed to. The regulator demanded BT refund any customers who had paid such fees. Where refunds weren't possible — such as where the customer couldn't be contacted — BT was ordered to donate the equivalent to charity. So far, £440,000 has been given to 17 UK charities. Advertisement Hide Ad Advertisement Hide Ad A spokesperson for BT said: 'We're sorry that pre-contract information and contract summary documents were not available to some of our customers in a timely manner. 'We have proactively contacted affected customers and refunded them where appropriate.' BT added that it has worked with Ofcom to fix its sales processes and ensure compliance going forward. Advertisement Hide Ad Advertisement Hide Ad How to find out if you're owed a refund If you were an EE or Plusnet customer between June 2022 and early 2023 — and left your contract early — you could be due a refund. BT says it has proactively contacted those affected, but if you think you've been missed: Contact your provider directly (BT, EE or Plusnet) Check past bank statements for early termination charges Ask for written confirmation of whether your contract met the legal requirements If you've since switched providers or changed contact details, it's especially worth following up, as BT may have struggled to reach you.
