Not always. While we may offer a goodwill credit in some situations, it isn’t automatic and won’t apply to every outage or fault.
When a goodwill credit may be considered
We may look at applying a credit once the issue has been resolved if:
- There was a confirmed network fault or outage
- The issue wasn’t caused by equipment inside your home
- Your service was noticeably affected for a period of time
When credits aren’t usually applied
We generally don’t apply credits for issues related to:
- Equipment or wiring inside your home (like your modem, router or cabling)
- Planned maintenance on the network
- Your own device or home setup (like software or Wi-Fi configuration)
💡 Tip: If you’re not sure what caused the issue, reach out to us and we’ll check it for you.
For more detail on how credits are assessed, you can read our full guide here:
What credit is offered for outages and faults?💬 Need help? If you’ve had a recent issue and want us to take a look, get in touch with us.
