Broadband Customers Will Be Automatically Compensated If Left Without Internet Service

There are few things more frustrating than a faulty Internet connection, but now broadband providers have agreed to start compensating customers automatically when their service isn't up to scratch. So that's something, eh?

From today (Monday 1 April), broadband customers who are hit with delays to repairs, installations and engineer appointments will automatically get some cash back for each day they're left without working Internet.


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The new scheme is being led by regulator Ofcom, which says more than 95 percent of broadband and landline customers in the UK will be covered.

According to a statement from Ofcom: "The new scheme could see customers benefit from a total of £142m in payments - around nine times the amount they received before." Nice.

Providers, including EE, BT, Sky, TalkTalk and Virgin Media, have all signed up to the optional scheme.

If you're hit with delayed repairs and you're without Internet service for two days, you'll automatically receive £8 a day in compensation - assuming your provider is signed up to the scheme.

In instances where you've waited in all day for an engineer, only for them to not turn up - or they cancel the appointment with less than 24 hours' notice - you'll be given £25 for each missed appointment.

If you've been promised a certain start date and the company fails to get it up and running in time, the compensation scheme will give you a fiver for every day you're left waiting.

The money will be added as a credit to your bill within 30 days, according to Ofcom.

The new scheme is being led by Ofcom. Credit: Ofcom
The new scheme is being led by Ofcom. Credit: Ofcom

Ofcom chief executive, Sharon White said: "We think it's unacceptable that people should be kept waiting for a new line, or a fault to be fixed.

"These new protections mean phone and broadband firms will want to avoid problems occurring in the first place. But if they fall short, customers must be treated fairly and given money back, without having to ask for it.

"We welcome the companies' commitment to this scheme, which acts as a strong incentive to improve service for customers."

Ofcom has also vowed to step in 'if customer are not being treated fairly'.

You can find out more about the scheme here.

Featured Image Credit: Poxabay

Claire Reid

Claire Reid is a journalist at LADbible. Claire graduated from Liverpool John Moores University with a BA in journalism. She’s previously worked at Trinity Mirror. Since joining LADbible, Claire has worked on pieces for the UOKM8? mental health campaign, the Yemen crisis, life in the Calais Jungle as well as a profile of a man who is turning himself into a cyborg.

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