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What if you lose service or other things go wrong?

From 1 April 2019, Ofcom's Automatic Compensation Scheme means broadband and landline customers will get money back from their provider when certain things go wrong:

  • If your landline or broadband stops working and is not repaired after two working days of reporting it, you'll receive £8, and then £8 for each day it remains unfixed. 

  • If your new landline or broadband service is not up and running on the day promised you'll receive £5 for each calendar day it's delayed, including the missed start date. There's no limit on this, so you'll keep accruing the compensation until they sort it. 
  • If an engineer doesn't arrive for an appointment as scheduled, or it's cancelled with less than 24 hours' notice you'll receive £25.

Compensation is automatically paid as bill credit within 30 working days of the issue. If you choose to leave your provider while you still have bill credit to spend or before you get it, this will either be refunded to the bank account you use to pay your direct debit or sent as a cheque.

Which providers have signed up?

So far five providers have joined - BT, Sky (including Now Broadband), TalkTalk, Virgin Media & Zen - which Ofcom says covers 90% of broadband users.

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Re: What if you lose service or other things go wrong?

Been a few discussions on that this week already - and here's a link to Virgin Media's help page for it:
I work for Virgin Media - but all opinions posted here are my own
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