Automatic Phone and Broadband Compensation is Coming in 2019

Customers would be entitled to £25 compensation very time an engineer misses an appointment

If a phone or broadband connection goes down, and isn't "fully" fixed within two working days, for each subsequent day that the connection isn't functional, the customer will get £8.

Despite introducing the new compensation charges, the amounts have dropped from original proposals.

Ofcom has announced a new scheme whereby landline and broadband customers in the United Kingdom will receive automatic compensation from their ISP in the event of delayed repairs or missed appointments.

While Plusnet and EE have not formally signed up to the new policy, Ofcom said both have "indicated they'd like to join the scheme". "We had already recognised this as an important issue and we are happy to have helped to form a new set of rules which will mean customers can be certain about when they will automatically receive fair compensation in the event that things go wrong".

"Waiting too long for your landline or broadband to be fixed is frustrating enough, without having to fight for compensation", said Ofcom consumer group director Lindsey Fussell.

If you've recently suffered a botched broadband installation or endured a long, internetless wait for line repairs, this won't help much as it doesn't kick in until 2019.


The signatories will be allowed a 15-month grace period to ensure their billing systems, online accounts and customer contact centres are all up to speed and able to handle the new system.

"So providers will have to pay money back automatically, whenever repairs or installations don't happen on time, or an engineer doesn't turn up".

Purveyors of crap broadband services could have to shell out £142m in compensation, under an automatic redress scheme due to be brought in by regulator Ofcom.

They will also get £25 for an engineer missing an appointment or cancelling with less than 24 hours' notice, and £5 for each calendar day without service after the day they were promised a provider would start that service. The regulator says it will monitor the scheme and review it a year after implementation to make sure it is working for customers otherwise it will step in.

This automatic compensation scheme for ISPs/telecom providers will take a while to get up and running though.

KitGuru Says: As more and more people rely on their internet connection for work, education and entertainment, ISPs need to work harder to ensure a consistently reliable service.

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