topic Re: Refund for compensation in Account & Billing

Refund for compensation

Baker19981 — Tue, 09 Dec 2025 21:31:09 GMT

Hi ,

I upgraded my WiFi in July this year to full fibre. I have had nothing but issues since and am now completely without WiFi. I have been paying for this new WiFi since July and it has not been installed and I had been using my old WiFi until a week a half ago when they activated my new WiFi and completely cut me off. Since then I have been giving £800 odd compensation which was credited to my account. Myself and a lovely man on the phone arranged for it to be put into my bank. He said this would take 3-5 working days. This phonecall took place on 1st December and I still have not received the refund. How long does it normally take for anyone else who has received one?
I am supposed to be getting connected properly tomorrow morning but we will see as I have currently had 7 engineers out in the past 5 months.

TIA

Re: Refund for compensation

caesarome — Tue, 09 Dec 2025 21:42:38 GMT

@Baker19981

Up to 5 working days should be the timescale so that will have been yesterday so if it still appears as a credit on your account in a few days time you might want to speak to them again about it.

Re: Refund for compensation

Baker19981 — Tue, 09 Dec 2025 21:55:28 GMT

Hiya ,

it isn't showing as credit for next months bill it is only for this months so it has been taken off but I still haven't received it even though when I mentioned it on another call I had on Friday he said it should be with me on Monday. I don't understand any of it, my bank is really quick with my payments so I'm guessing it's on their end if it's already cleared off of my billing period for next month.

Re: Refund for compensation

caesarome — Tue, 09 Dec 2025 22:02:56 GMT

If the credit isn't on your next bill then hopefully that is a sign that it might be with you in the next day or so.

Re: Refund for compensation

Baker19981 — Tue, 09 Dec 2025 22:09:57 GMT

I did think that but it looked like it on Friday when I looked so i thought it had been processed by then. Shall I call tomorrow and ask about it then if I still haven't got it? Or leave it until the end of the week? How long is too long for a 3-5 working day timeframe?🤣

I still don't have any WiFi at all and haven't done for nearly a week and a half and they've only credited my account £13 for next months bill even though I've been without service for 12 days! This whole thing is driving me crazy.

Re: Refund for compensation

caesarome — Tue, 09 Dec 2025 22:30:35 GMT

I would leave it for another day so perhaps by Thursday contact them again if it is not in your account.

Re: Refund for compensation

Rustymack — Thu, 11 Dec 2025 10:08:54 GMT

I've been waiting 4 months for mine to be fitted I have lost my old phone what this account was connected to and im still waiting for the £39 you said you was putting in my bank

Re: Refund for compensation

MightyQuinn — Thu, 11 Dec 2025 10:15:16 GMT

@Rustymack wrote:
you said

Hi @Rustymack I am sorry, not us. Please see Welcome below for information about this community.