Money back for Broadband and Landline Customers

Previously, only around one in seven broadband or landline customers who suffer delayed repairs, installations or missed engineer appointments have received compensation from their provider; and even then, only in small amounts.

So Ofcom has intervened to ensure fairness for customers, while giving companies a strong incentive to avoid delays occurring in the first place.

The UK’s largest broadband and landline providers have agreed to compensate customers when they experience these delays, without having to ask.

BT, Sky, TalkTalk, Virgin Media and Zen Internet had already signed up to the scheme. Ofcom has today announced that Hyperoptic and Vodafone have also agreed to the new terms, and in turn will start paying compensation automatically later this year. Together, the firms that have committed account for more than 95% of broadband and landline customers in the UK.

The new scheme could see customers benefit from £142m in payments – around nine times the amount they receive today. As well as consumers, it will benefit the many small and medium-sized enterprises (SMEs) who choose residential landline and broadband services.

Please see the attached file below to find out how it works.  

Sharon White, Ofcom Chief Executive, said: “We think it’s unacceptable that people should be kept waiting for a new line, or a fault to be fixed.

“These new protections mean phone and broadband firms will want to avoid problems occurring in the first place. But if they fall short, customers must be treated fairly and given money back, without having to ask for it.

“We welcome the companies’ commitment to this scheme, which acts as a strong incentive to improve service for customers.”

Ofcom will carefully monitor companies’ compliance with the compensation scheme, and report on how it is working next year. If customers are not being treated fairly, we will step in and take action.

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