Compensation for broadband users

  • Compensation for broadband users

Compensation for broadband users

Ofcom has estimated as many as 2.6 million people could benefit from the new rules, according to Ofcom. Ofcom revealed that now only one in seven cases reported of broadband problems are compensated, usually in small amounts.

Ofcom says mobile customers aren't covered by the new automatic compensation scheme as they are less likely to lose service for more than 24 hours, and now receive more compensation than broadband and landline customers.

Despite introducing the new compensation charges, the amounts have dropped from original proposals.

Lindsey Fussell, of Ofcom, said: "Waiting too long for your landline or broadband to be fixed is frustrating enough, without having to fight for compensation".

Even then most only get small amounts, said Ofcom. "Until penalties are of a sufficient level to incentivise improvement in the service they are worthless in real terms".

The highest level of compensation will be for missed appointments. Assuming the fully-laden cost of an engineer including tools and transport is mourned £75,000, he calculated an engineer could mist 12 appointments a day and it would still be cheaper than hiring the extra resources to improves services.

Your new landline or broadband service is not up and running on the day promised.

While the new broadband compensation package is only available to residential customers, Ofcom believes a third of all SMEs now use these kinds of services.

And if your new service is delayed, you'll get a fiver back each day until it is sorted.

"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 Neill, managing director of home services at Which?.

Broadband and landline customers with the biggest broadband providers, including BT, Sky and TalkTalk, will be compensated automatically when when service is disrupted and providers fail to resolve problems.

"For all consumers to get what they're entitled to, it's vital that all providers play fair and sign up to this scheme".

This sentiment was echoed by Citizens Advice.

Ofcom said the scheme would not come in to operation until early 2019, because of the complexity of the changes.

The regulator also expects EE and Plusnet to join the scheme in due course.