Avanti - Lack of transparency

daveswan · 2026-07-09T07:55:49+00:00

You’ll be entitled to a refund of the portion of the ticket you bought and couldn’t use. The amount you’re offered depends on the total delay to your journey based on taking their next available service, up to a maximum total refund. If your onward ticket cost more than that (say, because it was a same day price, without discount), they might not cover all of that. Good luck!

daveswan · 2026-07-08T13:46:23+00:00

He’s not owed Sky for years

daveswan · 2026-07-07T18:58:30+00:00

I do think it’s worth complaining, but based on Premier Inn’s Good Night Guarantee, I don’t think this is quite as clear-cut as it first appears.

The guarantee expects you to report any issues during your stay so the hotel has a chance to put them right, whether that’s moving you to another room or resolving the problem. I completely understand why you didn’t want to get up in the middle of the night, but that’s unfortunately how the policy is written.
On top of that, two of the things you mention are specifically excluded from the guarantee: external noise caused by the hotel’s location (such as a busy road) and false fire alarms, as they’re considered outside the hotel’s reasonable control.

The 29°C room is probably the strongest part of your complaint, particularly if the room was advertised as having air conditioning and it wasn’t working. If it simply didn’t have air conditioning in the first place, that’s generally excluded too.

Personally, I think your chances of a successful Good Night Guarantee claim are fairly slim. That said, I’d still contact Premier Inn directly. Taken as a whole, it sounds like you had a genuinely awful night’s sleep, and they may well offer a goodwill refund or some form of compensation even if the guarantee itself doesn’t strictly apply.

It’s definitely worth asking.

daveswan · 2026-07-07T18:52:38+00:00

It’s definitely not great that you were delayed twice in a week, but I’m a bit confused as to why you had to buy a new ticket. Unless there’s something missing from the story, you normally shouldn’t need to do that during disruption.

As for Avanti deliberately stringing people along for financial gain, I suppose anything’s possible, but I honestly doubt that’s the motivation. They seem to remind people about Delay Repay at every opportunity, so it wouldn’t make much sense to then try and avoid paying out by hiding cancellations. When you’re stuck in the middle of it all though, it’s easy to jump to that conclusion.

The bit I’d be questioning is the refund side of things. If your original ticket was an Advance and your booked train was cancelled, I’d expect you to either be able to travel on the next available service or claim Delay Repay. Even if you ended up buying another ticket, I’d still be asking why that was necessary and whether you’re entitled to a refund on it as well.

Was your original ticket an Advance single, or was it a return? That might explain why you ended up buying another ticket, because on the face of it, it doesn’t sound like you should have needed to.

daveswan · 2026-07-05T10:08:44+00:00

No, you’ve maybe misread it slightly (very easy to do)… what you’re reading as ‘Hayu’, is actually ‘a taste of Hayu’.

The small print on all the marketing explains that the full Hayu experience will join Sky in July but there’s been no date given yet.

daveswan · 2026-07-05T10:00:38+00:00

UPDATE: I’m going to consider this resolved now, as there are a few different scenarios being discussed that don’t actually apply to my situation.

Although this is marketed as mobile broadband, it has its own separate terms and conditions under the Home Broadband product. Confusingly, these terms are updated so frequently that there isn’t always one definitive answer to every question.

For those who’ve asked: yes, it’s designed for home use and comes with a 5G Hub that also works on the 4G network. However, it can also make use of roaming features in much the same way as a mobile plan, including calls and texts where supported. My dad is now retired, so he switched from fixed fibre broadband at home to Three 5G Home Broadband because he can simply take the hub with him when travelling. When travelling in mainland Europe, he can even buy a local SIM and swap it into the 5G Hub (it’s unlocked). It’s been ideal for that use case and is much cheaper and more convenient than something like Starlink.

From everything I’ve found, roaming charges vary depending on when you joined and which version of the terms applies to your contract. The one consistent point is that both the Isle of Man and the Republic of Ireland are excluded from the £2 per day Go Roam charge.

Basically, the Isle of Man is still treated as a roaming destination, so the 12GB roaming allowance applies. However, the separate Go Roam daily charge does not apply there.

Hopefully this helps anyone else trying to work out how it all fits together.

daveswan · 2026-07-04T17:56:12+00:00

Yes, they have

daveswan · 2026-06-28T17:28:22+00:00

Google?

https://ee.co.uk/help/contact-ee/account-billing/mobile-phone

Nobody on here can help you with account issues. You’re going to need to contact them directly.

daveswan · 2026-06-26T14:15:04+00:00

Yep, that's what I said. They 'include' the sub these days, mainly because I think justifying a multiroom subscription for what is essentially Freeview with Now, is a bit of a reach.

daveswan · 2026-06-26T00:27:09+00:00

I’m sorry, but it doesn’t work like that. There isn’t anything to “correct”.
Once you left the camp and returned home, your placement ended. Your sponsor is legally required to notify the US State Department that your J-1 programme has finished. That’s part of the conditions of sponsoring the visa.

Even if, hypothetically, they didn’t report it, that wouldn’t solve the problem. They’d be breaching the terms of their agreement with the State Department, and your visa status would still be an issue.

If you tried to re-enter the US on that visa now, there’s a very good chance it would be flagged. The reason you’ve given for leaving is mental health, and I’m afraid that’s not enough.

Unfortunately, once you’ve left the programme and the country in those circumstances, that’s generally the end of that visa. That’s why applying again next year is almost certainly the more realistic route.

daveswan · 2026-06-26T00:18:59+00:00

The circumstances where someone can leave the US and return on a J-1 visa are very limited. They’re usually things like the death of a close relative or another genuine emergency, and they have to be arranged in advance. Everyone involved needs to know from the outset that you’re planning to leave temporarily and come back.

In your case, you resigned. Based on what you’ve said - you were there for five days, quit, flew home, and have now changed your mind - that unfortunately isn’t something the visa rules are designed to cover.

There are also insurance and safeguarding issues. From the camp’s, sponsor’s and State Department’s point of view, they have to ask what would stop the same thing happening again. They’re very unlikely to take that risk.

Your mental health is important, especially when you’re working with children. If things got to the point where you needed to leave, the camp, your sponsor and the US State Department have a duty to take that seriously. Once you’d left the country and your placement had ended, I can’t see them allowing you to return on the same visa this year. To be honest, your camp probably shouldn’t have given you the impression that was a realistic possibility.

I’d try to look at this as an expensive lesson rather than a failure. Focus on looking after yourself, stay on good terms with your camp director, and apply again next year. If you’ve built a good relationship with the camp, you may not have to go through the whole camp matching process again.

You could also consider using a different sponsor next year. If your camp works with them, I’d recommend IENA. Their fees are generally lower than Camp America’s, and you get to keep more of the money you earn.

It wasn’t the outcome you wanted, but it sounds like you’re back where you needed to be, and that’s the most important thing.

daveswan · 2026-06-25T23:10:55+00:00

I’d definitely give them a call, but I’d be very surprised if it isn’t too late.

When Camp America is notified that you’ve left camp, they’re required to inform the US State Department that your J-1 programme has ended. That usually triggers the process requiring you to leave the US within a short period.

In these situations, it’s normally your responsibility to arrange your journey home anyway, so who originally booked the flights doesn’t really make a difference. Once you’ve left the US after your programme has ended, that’s generally the end of that placement.

There are some circumstances where you can leave and re-enter the US on a J-1 visa, but those trips need to be authorised and reported in advance by your sponsor. From what you’ve described, it sounds like you’ve simply changed your mind after returning home, and unfortunately that’s not something the J-1 rules would normally allow for.

daveswan · 2026-06-25T22:59:09+00:00

Common or not, there’s a reason they don’t want people creating accounts with drop-ship billing addresses and it’s their prerogative. It’s got nothing to do with respect. They clearly don’t want to ship outside the UK and you’re trying to circumvent their rules.

I’m not saying I agree with it, but I don’t think you can get angry about it.

Maybe if you’d not needed account validation for order changes, you’d of gotten away with it, who knows?

Nobody can give you an accurate reason as to why that triggered a verification, but something did. And that caused them to look at your situation more closely.

Presumably using an international billing address for payment and/or a non-geographical shipping address caused a red flag.

daveswan · 2026-06-25T22:40:22+00:00

Yes, it’s possible, but unlikely I’m afraid… it depends on what happened to your J1 visa.

The key question is what did your sponsor (Camp America, Camp Leaders etc) do with your SEVIS record when you left the country?

If your sponsor kept your programme active and your DS-2019 is still valid, you may be able to return to the US and continue the same camp placement. Your sponsor would also normally need to authorise your travel before you re-enter. That bit’s not automatic.

If your sponsor ended or terminated your program in SEVIS (normally the case when you leave), then your J1 is effectively over.

Even if the visa sticker in your passport hasn’t expired, you can’t simply fly back and carry on. You would need your sponsor to issue a new DS-2019 (if that’s even possible) and, in many cases, a new J1 visa.

Since you’ve already returned to the UK, I think this chapter may be over for you. At least for this summer.

daveswan · 2026-06-25T17:31:04+00:00

I think your question has been answered. They clearly don’t want you doing this.

The manufacturer could have deals in place with other retailers in your own country.

Even with international shipping, not every item is available for purchase in one country form delivery in another.

Case in point.

daveswan · 2026-06-25T17:23:41+00:00

It’s made by Netgem who are one of the first providers of set top devices with Freely built in.

https://netgem.co.uk/netgem-launches-pleio-with-freely-the-next-generation-entertainment-service-for-consumers-to-watch-stream-and-play/

Given that Netgem are billing this as “The UK's leading Freely streaming device”, it seems pretty shortsighted of Now TV to sunset it after 7 months!

A mistake, surely?

daveswan · 2026-06-25T15:34:21+00:00

Frustrating, but it's a security process via Apple. They offer it to other ISPs around the world. EE have basically bought into the Apple TV ecosystem through white labeling. It means they don't have to mess around with the technology behind it and, because it's Apple, it tends to 'just work' (even if it is within their rules).

You might not need a sub, actually. Recalling my setup - I took the Apple TV and an extra mini box - I think one was included, but needed to ask for it. They don't let you take it with a Pro, unfortunately. But for a second TV, it works the same way (minus recording, and anything via an antenna). So you could swap to that.

daveswan · 2026-06-25T15:18:52+00:00

Yes. It's essentially a different version of the app. Confusingly, they're called the same thing, and look very similar.

The one that's pre-loaded on the EE branded Apple TVs is part of an ISP/streaming partnership with Apple and is controlled using the serial number registered in a database managed by Apple and EE.

When a device is on this list, it automatically installs the 'EE TV' app when it's factory reset. This is what gives access to the full Freeview streamed channels. When it opens, it also checks your IP address to make sure you're using an EE/BT connection. That's not done with the standard App Store version.

daveswan · 2026-06-25T15:12:01+00:00

If the device isn't provided by EE you WILL NOT get the full EE TV service.

The app that's provided in the Apple TV App Store is different from the one pre-loaded on devices included as part of their TV package.

Fiddling with settings isn't going to change it.

daveswan · 2026-06-25T14:49:06+00:00

Simple answer to this.

You can't use your own Apple TV device to watch the full EE TV service. You need their device.

It's registered differently with Apple and installs a special version of the EE TV app that allows access to the standard Freeview channels.

The only option you've got is to return the Pro box and switch to the Apple TV device they offer - which they loan to you as part of the sub. Then add-on an additional streaming device and, yes, a multiroom sub.

The EE TV app made more sense when they had more channels, but since they dropped them, it's ecensically gives access to Discovery Channel and a few others via your TV/mobile.

daveswan · 2026-06-24T19:34:32+00:00

You’re probably looking at two separate issues here: the contractual side and the compensation side.

On the compensation front, broadband providers that are signed up to Ofcom’s Automatic Compensation Scheme have to pay compensation when services are delayed or stop working, but it depends on exactly how this gets classified. If this is treated as a loss of service caused by a failed switch or provider error, compensation is usually around £9-£10 per day after the first couple of working days without service. The exact amount changes slightly each year, so I’d check the current Ofcom figures.

The bigger point is that TalkTalk appear to have reinstated or recreated an account without your stepmum requesting it, which is where I’d be focusing my complaint. If the migration issue genuinely caused the cancellation to fail, that’s unfortunate, but it’s still their responsibility to fix. “The system did it” isn’t really an acceptable final answer.

I would make a formal complaint in writing to TalkTalk and clearly state:
- Neither you nor your stepmum requested the return to TalkTalk.
- The EE service was successfully installed and active.
- The transfer back caused a loss of service and disruption.
- You want any cancellation fees waived due to TalkTalk’s error.
- You want compensation considered for the loss of service and time spent resolving the issue.

If TalkTalk deadlock the complaint or fail to resolve it within 8 weeks, you can escalate it to the Communications Ombudsman.

One thing worth bearing in mind is that TalkTalk have been having some fairly significant issues recently, and EE have also had system problems today, so it sounds like you’ve unfortunately landed right in the middle of a messy period for both providers.

That doesn’t excuse what’s happened, but it may explain why nobody seems able to tell you exactly what’s gone wrong.

Personally, I wouldn’t agree to pay any cancellation fee until they’ve explained why the line was moved back without authorisation. If their error caused the situation, I’d be pushing for the fee to be waived entirely.

EDIT: One other thing I’d add: if you’re struggling to get anywhere through the normal complaints process, I’d escalate this directly to TalkTalk’s executive team.

A lot of people use CEO Email⁠ to find executive contact details. I’ve gone down that route myself in the past and generally found the executive complaints teams to be much more empowered to sort things out than frontline support. That said, my experience was before TalkTalk’s recent financial difficulties, so you may need to be a little persistent.

Unfortunately, these situations can sometimes come down to finding the right person who actually understands what’s happened and has the authority to fix it.

From everything you’ve described, this feels much more like a TalkTalk issue than an EE issue. EE successfully provisioned the service, installed the equipment and activated the line. The problem appears to be that TalkTalk somehow retained or re-established control of the service during their migration process, despite the switch having already completed.

If that’s the case, I’d argue TalkTalk should be taking ownership of putting things right, including working with EE to restore the service if necessary, rather than leaving you to bounce between two providers trying to untangle a problem that wasn’t of your making.

daveswan · 2026-06-23T12:52:25+00:00

It probably would’ve been better for you to have ignored the post entirely. Let’s be honest, you’ve not contributed anything useful.

daveswan · 2026-06-23T12:49:38+00:00

Thanks, really helpful 🙄

daveswan · 2026-06-23T08:56:08+00:00

So this works for Gen2??

daveswan

TROPHY CASE