Broadband users in line for millions in Ofcom compensation plan

Telecoms watchdog proposes making providers pay automatic compensation for 7.2m customer service failings each year.

Broadband and landline customers who suffer poor service could get millions of pounds of money back automatically under a scheme proposed by Ofcom.

The telecom watchdog has published proposals to make providers pay for slow repairs and missed deadlines and appointments.

It estimates that as many as 2.6 million customers could receive up to a total of £185m in compensation payments each year under the scheme.

“When a customer’s landline or broadband goes wrong, that is frustrating enough, without having to fight tooth and nail to get fair compensation from the provider,” said Lindsey Fussell, Ofcom’s consumer group director.

“We’re proposing new rules to force providers to pay money back to customers automatically, whenever repairs or installations don’t happen on time, or when people wait in for an engineer who doesn’t turn up.

“This would mean customers are properly compensated, while providers will want to work harder to improve their service.”

Ofcom has launched a consultation on its proposals, which would see customers receive automatic compensation in the form of a cash payment or credit to their bill for failings in three specific areas:

  • If a customer’s landline or broadband is not fixed quickly enough.
  • If new services are not up and running on the day promised.
  • If an engineer fails to arrive for a scheduled appointment



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