Compensation for landline and broadband customers when things go wrong

Landline and broadband customers who suffer slow repairs, or missed deadlines or appointments, would receive money back from their provider, without having to ask.

Ofcom is  proposing to require providers to pay automatic compensation – either a cash payment, or a credit on a bill – to customers who suffer from these kinds of poor service.

Customers would be entitled to automatic compensation, without having to go through a potentially lengthy and difficult claims process, whenever:

  • their landline or broadband is not fixed quickly enough after it has stopped working; or
  • their new landline or broadband service is not up and running on the day promised; or
  • an engineer doesn’t arrive for an appointment as scheduled.

Ofcom estimates that the plans would mean up to 2.6 million additional landline and broadband customers could receive up to £185m in new compensation payments each year.

Read full report: https://www.ofcom.org.uk/about-ofcom/latest/features-and-news/automatic-compensation

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