Are you entitled to automatic broadband compensation?
So, should you be expecting some comp? And even if you aren’t covered, know your consumer rights and get the decent broadband service that you deserve.
Which providers have signed up to the scheme?
Despite lots of encouragement, not every broadband company are on board with Ofcom’s automatic compensation scheme. So, before you get too excited, these are the current providers that are:
- BT
- EE
- Hyperoptic
- Plusnet
- Sky
- TalkTalk
- Utility Warehouse
- Virgin Media
- Vodafone
- Zen internet
What is covered under the scheme?
This scheme makes sure that you will be paid out an agreement amount of compensation for delayed repairs following a loss of service, missed repairs and delays to the start of a new service.
Ofcom has the following set, which are reviewed each year in line with inflation:
If any of the above happen, you shouldn’t have to take any action to receive the compensation owed.
If your broadband stops working, simply report the fault and if it’s not fixed after two working days, you shouldn't need to ask for compensation or contact your provider again, as there are systems in place to make sure you start getting compensation automatically if the repair takes too long.
When will I get my compensation?
There are strict deadlines and if you experience any problem covered in the scheme you will be automatically compensated within 30 calendar days.
How will my compensation be paid?
Compensation is given to customers as a credit on their bill. Your provider can offer alternative forms of compensation of the same or higher value, as long they make you aware of how much you could receive in the form of a credit on your bill.
Bear in mind that providers can put a cap on the amount of compensation they pay out. After 30 days of automatic compensation, they can serve a notice to let you know that payments will stop after a further 30 days.
What if you don’t receive the automatic compensation?
If you believe you are entitled to compensation and this doesn’t arrive to you within the 30 days deadline, raise it with your provider. If this isn’t helpful, complaints can go through an Ofcom-approved alternative dispute (ADR) service.
Your consumer rights if you are not covered by the automatic broadband compensation scheme
If your provider isn’t signed up to the compensation scheme. Or, you are experiencing problems that aren’t covered, you are still protected by your consumer rights.
Every home and business in the UK has the legal right to request a decent, affordable broadband connection. These include:
The right to:
- Transparent pricing – All costs, including line rental must be combined and shown clearly.
- Advertised speeds – The advertised ‘up to’ speeds should be available to at least 50% of customers during peak times, as per the Advertising Standards Authority's guidelines.
- Minimum guaranteed speeds – When signing up, your provider must give you a minimum guaranteed speed. If your service consistently falls below this level, you have the right to end the contract penalty-fee.
- Cancel – you have a 14-day cooling-off period from the day after your contract starts. But if your broadband provider doesn’t deliver the service they promised, you should be able to terminate the contract without a fee.
- Fair treatment – All providers must have a formal procedure for managing complaints. If you are not happy with the response or it’s not resolved within eight weeks, you can escalate the complaint to an independent Alternative Dispute Resolution (ADR) scheme.