Broadband and landline users to get automatic compensation

From BBC - November 10, 2017

Householders who receive poor service from their telecoms provider are to get automatic compensation, the regulator Ofcom has announced.

From 2019 they will get 8 a day if a fault is not fixed, paid as a refund through their bill.

This is less than the 10 that was proposed when Ofcom began its consultation earlier this year.

Providers will also have to pay 5 a day if their broadband or landline is not working on the day it was promised.

If an engineer misses an appointment, they will have to give 25 in compensation.

Ofcom has estimated as many as 2.6 million people could benefit from the new rules.

142m pay-outs

The agreement covers consumers who have contracts with BT, Sky, Talk Talk, Virgin Media and Zen Internet - which make up around 90% of telecoms customers in the UK.

Plusnet and EE are expected to join the scheme at a later date.

How compensation will work

"Waiting too long for your landline or broadband to be fixed is frustrating enough, without having to fight for compensation," said Lindsey Fussell, Ofcom's consumer group director.


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