Over 90% of broadband and landline customers, including households using BT, Virgin Media and TalkTalk services, will have money knocked off their bills for delayed repairs, missed engineer appointments and delays with the start of a service.
Under the scheme you’ll be entitled to compensation when:
- Your landline or broadband is not fixed quickly enough after it has stopped working.
- Your new landline or broadband service is not up and running on the day promised.
- An engineer doesn’t arrive for an appointment as scheduled.
For more on how broadband works, your rights and the top deals, see our How to get cheap broadband guide.
Which firms will automatically pay compensation?
The scheme is a voluntary agreement between telecoms regulator Ofcom and broadband providers. Five providers – which between them have around 90% of broadband and home phone users as customers – have already signed up:
- Virgin Media
- Zen Internet
EE has confirmed it will join the scheme early next year, while a Plusnet spokesperson told MSE it is “committed” to joining, but hasn’t yet given a date.
Ofcom expects around £142 million to be paid out by providers each year in automatic compensation.
What have the companies agreed?
Here’s what you’ll get as automatic compensation under the new scheme:
It’s worth stressing that for a delayed repair you’ll begin to be paid compensation if it’s not fixed after two working days (so Monday to Friday), but after this point you’ll be owed £8 each calendar day, including weekends and bank holidays.
The compensation scheme will not apply to mobile phone customers encountering service problems or delays. Ofcom has said that the number of mobile customers likely to lose service for more than 24 hours is low. It added that mobile users already receive more compensation than broadband and landline customers.