{"id":48599,"date":"2026-11-03T00:01:53","date_gmt":"2026-11-03T00:01:53","guid":{"rendered":"https:\/\/www.ispreview.co.uk\/?p=48599"},"modified":"2026-11-02T16:26:31","modified_gmt":"2026-11-02T16:26:31","slug":"ees-broadband-install-delay-raises-questions-over-uk-compensation-rules","status":"publish","type":"post","link":"https:\/\/www.ispreview.co.uk\/index.php\/2026\/11\/ees-broadband-install-delay-raises-questions-over-uk-compensation-rules.html","title":{"rendered":"EE’s broadband install delay raises questions over UK compensation rules"},"content":{"rendered":"

A possible mistake made by mobile and broadband provider EE<\/a> (BT<\/a>) during the order process for a new customer’s full fibre (FTTP<\/a>) line, which resulted in their installation taking longer than expected, has helped to highlight an interesting conflict with Ofcom<\/a>’s long-running Automatic Compensation<\/a> scheme.<\/p>\n

The voluntary compensation scheme, which first launched on 1st April 2019, was originally setup to payout compensation to consumers under a series of specific circumstances. One of those includes delays with the start of a new service, which occurs where your provider promises to start a new service on a particular date but fails to do so. In that case the ISP must compensate \u00a36.46 for each calendar day of delay.<\/p>\n

NOTE:<\/strong> At present the auto compensation scheme is supported by BT<\/a>, EE<\/a>, Plusnet<\/a>, Hyperoptic<\/a>, Sky Broadband<\/a> (inc. NOW TV<\/a> \/ Broadband), TalkTalk<\/a>, Utility Warehouse, Virgin Media<\/a>, Vodafone<\/a> and Zen Internet<\/a> \u2013 covering around 97% of home phone and 91% of broadband customers.<\/div>\n

It all sounds simple enough, but not if your ISP doesn’t agree on the date for when the compensation counter should start, which is our entry point for today’s story. EE<\/a> recently declined to compensate one of their new full fibre broadband customers, Philip<\/strong>, after their installation was initially delayed, seemingly through no fault of his own.<\/p>\n

According to Philip, he originally signed up for EE’s broadband package on 25th September 2026 and was at that point given an installation date of 6th October 2026. But a day before this installation was due Philip rang EE to check on progress, as he hadn’t been given any further updates since the original email 10 days earlier, the one that appeared to confirm the details of his order.<\/p>\n

At this point Philip states that EE’s support agent informed him that they had apparently lost or failed to process the original order correctly. The support agent corrected for this by re-doing the order, but his service was then not installed until 13th October 2026 – effectively a week later.<\/p>\n

Compensation confusion<\/strong><\/span><\/h3>\n

Under Ofcom<\/a>’s scheme, EE should be compensating the customer for this. But EE allegedly declined to do this, arguing instead that the documentation issued on 25th September was merely pre-contract information and did not constitute confirmation that his order had been formally accepted. The provider instead argued that compensation eligibility is determined by the dates recorded once an order has been accepted into its provisioning system.<\/p>\n

Philip told ISPreview:<\/strong><\/p>\n

“EE did not make me aware that the order had not been progressed properly. I thought it was odd that I had not received any updates following the initial email order confirmation so I rang the call centre the day before the appointment date.<\/p>\n

EE\u2019s approach was to effectively shrug their shoulders and say I just needed to place a new order. No offer to expedite a new order given the inconvenience or the fact it was an issue EE\u2019s side, which was the most disappointing thing. I would expect EE to have better processes in place to identify when there is an issue with the order journey.”<\/p><\/blockquote>\n

In fairness to EE, the provider’s original email did express that Philip had been given a “provisional installation<\/em>” date and that they would “confirm it within five working days<\/em>“, which didn’t happen (note: it was a fairly short install window and a weekend sat in the middle). The same email also included a sub-headline to highlight that the information constituted “PRE-CONTRACT INFORMATION<\/em>“, albeit without defining what that actually meant in practice.<\/p>\n

The situation thus raised an interesting question mark, firstly over the point at which a broadband provider can start the clock for compensation, should the installation suffer a delay. EE had not sent a final confirmation message after the original email to confirm the installation date, but equally they had provided Philip with a provisional date and did not provide any indication that this had been changed or cancelled.<\/p>\n

Sadly, EE opted not to provide ISPreview with a comment, but they did maintain to us that an order was NOT placed on 25th September, despite the customer being given a clear written indication that it had. Instead, EE informed us that an online order journey was started on 25th Sept, however they say this process was not completed, which we know was not communicated to Philip who – based on the information he received – believed it had completed.<\/p>\n

So, it could be viewed as an administrative case of “computer says no<\/em>” from EE’s side and they believe, since no order was recorded as being placed, there would not be a basis for automatic compensation for delayed provision. We can appreciate both sides here, since EE’s system is clearly saying one thing to their staff, while how that system communicated with the customer is perceived to be saying another.<\/p>\n

EE also maintains that the order was ultimately provided within their commitment time and thus, they believe, did not actually face a real delay – arguably this is perhaps their strongest point in defence. But such things were not clarified in their email to the customer. In addition, once the order was re-made on 5th Oct, they dispute Philip’s account by saying the install was then fast tracked and argue there is no evidence of EE making an error.<\/p>\n

At the end of the day nobody disputes that Philip wanted the service, which was indeed later installed, or that he first tried and – from his perspective and the written evidence – logically believed his original order had been correctly placed. Indeed, we’ve seen no evidence to suggest otherwise. But clearly EE disputes that there was any fault with their internet system or a need for compensation.<\/p>\n

The regulator’s perspective<\/strong><\/span><\/h3>\n

Ofcom<\/a> informed ISPreview that, under their compensation scheme, “where a provider has confirmed in writing an initial date<\/strong> for a customer’s broadband service to be activated, automatic compensation is payable if the service is not activated by 11.59pm on that date, subject to some exceptions set out in the voluntary Code of Practice<\/em>.” So far as we could tell, none of the listed exceptions<\/a> appeared to be clearly applicable to this case.<\/p>\n

A spokesperson for Ofcom said:<\/strong><\/p>\n

“Whether that requirement has been met in an individual case will depend on the particular circumstances, including what information the provider confirmed to the customer.<\/p>\n

Customers who believe they should have received automatic compensation should complain to their provider in the first instance. If the issue cannot be resolved, they can then take the complaint to an Alternative Dispute Resolution scheme. Ofcom does not resolve individual disputes between customers and providers.<\/p>\n

Where a customer is not eligible for automatic compensation, providers should clearly explain why.”<\/p><\/blockquote>\n

The regulator also points out that being part of the Automatic Compensation Scheme “does not stop a provider from paying compensation in situations that fall outside the scheme where it might be appropriate to do so<\/em>“. For example, the customer may have separate rights under general consumer law and be entitled to compensation.<\/p>\n

At the end of the day Philip says the amount of compensation owed in this case is small and is not such a concern. Philip only raised it to make people aware that such situations can arise, as well as to help get some clarity over where customers in this admittedly quite rare and awkward situation actually stand.<\/p>\n

The reality at this moment is that, short of EE acknowledging a mistake and agreeing to compensate, clarity may not come unless Philip decides to pursue the provider through the Communications Ombudsman<\/a> (the independent ADR complaints handler for EE) and we hope he does – if only for the sake of clearing up any confusion and setting a precedent to help others.<\/p>\n","protected":false},"excerpt":{"rendered":"

A possible mistake made by mobile and broadband provider EE (BT) during the order process for a new customer’s full fibre (FTTP) line, which resulted in their installation taking longer than expected, has helped to highlight an interesting conflict with Ofcom’s long-running Automatic Compensation scheme.<\/p>\n","protected":false},"author":1,"featured_media":30712,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"ngg_post_thumbnail":0,"footnotes":""},"categories":[1],"tags":[405,56,36,69],"class_list":["post-48599","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-uk_isp_news","tag-ee","tag-fttp","tag-ofcom-regulation","tag-bt-openreach"],"share_on_mastodon":{"url":"https:\/\/mastodon.social\/@ispreview\/117549579019407897","error":""},"yoast_head":"\nEE's broadband install delay raises questions over UK compensation rules - ISPreview UK<\/title>\n<meta name=\"description\" content=\"A possible mistake made by mobile and broadband provider EE (BT) during the order process for a new customer's full fibre (FTTP) line, which resulted in\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.ispreview.co.uk\/index.php\/2026\/11\/ees-broadband-install-delay-raises-questions-over-uk-compensation-rules.html\" \/>\n<meta property=\"og:locale\" content=\"en_GB\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"EE's broadband install delay raises questions over UK compensation rules - 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