From today, a bunch of service providers have agreed to automatically pay pre-defined compensation to disgruntled customers under a new voluntary scheme introduced by UK comms watchdog Ofcom.
BT, Sky, Talk Talk, Virgin Media and Zen Internet have all signed up, and combined they account for 95 per cent of British broadband customers.
If web access grinds to a halt and is not fully fixed after two full working days, customers – consumer and businesses – of those providers can claim £8 for each day the broadband is borked.
If the customer has sat in all day twiddling their thumbs, waiting in vain for an engineer to turn up, or if that appointment is cancelled with less than 24 hours notice, some £25 will be owed by one of the five companies.
Delays to the start date of a service is another customer bugbear that will now lead to automatic compensation of £5 for each calendar day.
The broadband providers are expected to repay this money to clients without them having to fight for it. This, at least, is the theory. The same measures are available to phone line customers.
16. For the purposes of The Scheme “Total Loss of Service” means:
b. in relation to a broadband service where the customer is unable to access the public internet via a wired connection Total Loss of Service on broadband does not include loss of service of Wi-Fi when the service is still available through a wired connection.
-------------------- John --------------------
My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.