Utilities Compensation goes Live

Its April. That means from today, UK broadband and landline providers will now automatically compensate customers when services like broadband and phones fail to work.

Customers who experience delayed repairs, installations or missed engineer appointments will be compensated, without having to ask.

Five major providers, namely BT, Sky, TalkTalk, Virgin Media and Zen Internet have joined Ofcom’s scheme. Hyperoptic, Vodafone, EE and Plusnet have also committed.

According to industry watchdog Ofcom, there are 7.2 million cases each year where broadband or landline customers suffer delayed repairs, installations or missed appointments.

Ofcom consulted on enforcing formal regulations regarding compensation of broadband and landline services in 2017

Under the terms of the agreement, if an engineer does not arrive on schedule, or cancels within 24 hours, the compensation will be £25. 

If a service stops working and is not fully fixed after two working days, customers will be entitled to £8 a day in compensation.

There will also be £5-per-day offered for new services not starting on time.


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