Hi all, my broadband went off for nearly 2 days last month during that local outage in Leeds. I’m seeing people mention automatic compensation, but nothing has appeared on my Nexora bill. Do I need to chase this or does it come through later? Bit confused because the app just says everything is settled.
I had the same with a fault in Manchester. Mine turned up on the next bill, but it took about 3 weeks. If you’ve only just had the outage it might still be processing.
Hi Megan, sorry for the confusion. Automatic outage compensation can take up to 30 days from the end of the incident to appear, depending on the billing cycle. If your service was affected for the qualifying period, it should be applied to your account without you needing to submit a claim. If it still isn’t visible after 30 days, reply here and we can check the outage reference and billing status for you.
Worth saying, mine only showed after I’d been back and forth on chat twice. So if it’s definitely over 30 days I’d push it. The app is not always up to date.
Just to add, if anyone is checking an outage compensation issue, please avoid posting account numbers or full addresses here. If you need a check, the staff team can usually help once you confirm roughly when the outage happened and what services were affected.
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