We’re proud of our award winning service, including our free service and repairs.
But, we know that sometimes things can go wrong, so it’s only right that we make amends.
We’ve worked with both other broadband providers and Ofcom, to make sure that our automatic compensation scheme offers fair and consistent compensation for our customers who experience a qualifying service issue.
We’ll automatically credit your bill for fixed phone line and broadband issues, no matter if you’re a new or existing customer. Here’s how much we’ll credit you for the following service issues:
- £8.06 per day for a total loss of service after 2 full working days from registering the loss of service to us
- £5.04 per day if we don’t install your services on the promised day until installation’s completed
- £25.18 if we don’t turn up on the promised day of an appointment
External appointments that do not require you to be at home are not included within the scheme for missed appointment payments.
What do you need to do? Actually, very little!
Other than reporting a total loss of service to us if this is your issue, you won’t need to lift a finger to report either delayed installs or a missed appointment.
Find out more about when you may be eligible and how to register for our automatic compensation scheme.
