UK providers join broadband compensation scheme

BT and Sky are among those now offering automatic compensation for disrupted services.


Five of the UK’s biggest broadband providers have signed up to a new scheme which automatically compensates customers whose broadband issues they’ve neglected to fix or service has been severely disrupted.

BT, Sky, TalkTalk, Virgin Media and Zen Internet will pay out to customers who’ve experienced delays in repairs, technicians missing appointments or delays to their new service starting.

The scheme is expected to take up to 15 months to come into effect and regulatory board Ofcom has predicted that a number of other providers are likely to sign up in the future.

If a customer alerts their provider to the fact their broadband has gone down and it still hasn’t been repaired properly after two full working days, they can expect to receive £8 a day until it’s repaired.

Every time an engineer fails to turn up to a scheduled appointment or cancels with less than 24 hours’ notice, the affected customer will be paid £25.

Providers who state a new broadband service will start on a specific day and then don’t end up delivering will be required to pay £5 for each day of the delay including for the missing start date.

“We are pleased that compensation for poor broadband is going to become automatic, as it is now such an essential part of all of our everyday lives,” said Alex Neil, managing director of home services at consumer review site Which?.

“For all consumers to get what they are entitled to it is vital that all providers play fair and sign up to this scheme.”

Source: The Telegraph

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