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Ofcom want broadband providers to offer compensation

Mar 24th, 15:59 by

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Regulatory board Ofcom are proposing that the UK’s broadband providers should be automatically forced to pay-out compensation to consumers in the event that one of their engineers doesn’t turn up to a scheduled appointment.

According to data collected by the watchdog, over 5 million customers each year will require an engineer to come out and repair their internet or landline connection and on 250,000 of these occasions they just haven't shown up. 

They suggest that consumers should be able to receive £30 each time an engineer fails to turn up for a scheduled appointment or the provider cancels the appointment with less than 24 hours’ notice, as well as £10 for each day their service isn’t repaired.

Currently, consumers have to struggle through a long claims process in order to receive any kind of pay-out. It's estimated by Ofcom that 2.6 million consumers receive £185 million of compensation a year, which is just £71 each.

“Broadband has become an essential, so it is only right consumers should get compensation when their provider fails to deliver,” said Alex Neil, a spokesperson for Which?. "Ofcom now needs to push ahead swiftly with these proposals and ensure that this and other measures help significantly to improve the service which broadband customers receive.”

Earlier this week, Plusnet were fined £880,000 by Ofcom for continuing to charge customers who had cancelled their contracts.

Source: Evening Standard

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