Published: Sat, November 11, 2017
Technology | By Russell Knight

Broadband compensation up to £25 a day agreed

Broadband compensation up to £25 a day agreed

Following a consultation on the matter, the watchdog has announced that BT, Sky, TalkTalk, Virgin Media and Zen Internet have agreed to pay their users compensation in the event of delays.

Now only one in seven customers experiencing these problems will be paid any compensation and it is typically paid at a lower rate. The new system will make it quicker and easier for customers to be compensated when things go wrong. Ofcom revealed that now only one in seven cases reported of broadband problems are compensated, usually in small amounts.

A quarter of people who have had a missed appointment said they took a wasted day off work to wait at home for a broadband or phone line engineer who never showed up.

"The new code extends our customers' ability to hold us to account and get adequate compensation in the unlikely event that our services do not live up to the high standards we always strive to deliver". Under this new scheme, these ISPs will automatically compensate customers when broadband or landline connections go down and aren't revived within two working days. Refunds also only start applying after service has been down for 48 hours.

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The compensation will be paid to customers experiencing problems with their broadband and landlines that are not fixed within set time frames, as seen below. But by 2019, United Kingdom customers can expect timely fixes for the broadband ... or automatic money back in their accounts. Together they serve around 90% of broadband and landline customers in the UK.

If a broadband or landline is not working on the day it was said to get fixed, providers will have to pay £5 a day.

Ofcom said launching the automatic compensation scheme "will be complex and require significant changes to providers' billing systems, online accounts and call centres" so it is looking to implement it within 15 months.

Ofcom said that, overall, they expect compensation levels to increase around nine fold.

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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.

"For all consumers to get what they're entitled to, it's vital that all providers play fair and sign up to this scheme". Providers have a while to get to grips with what's expected of them, though.

KitGuru Says: As more and more people rely on their internet connection for work, education and entertainment, ISPs need to work harder to ensure a consistently reliable service.

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