Broadband automatic compensation: check the credit you are due

Check provider participation and the kind of problem

Ofcom’s current signatory list includes providers such as BT, EE, Hyperoptic, Plusnet, Sky/NOW, Virgin Media, Vodafone and Zen, with network restrictions noted for TalkTalk. Check the full current list and your specific service rather than assuming every broadband company participates.

The scheme concerns a qualifying total loss, missed appointments or activation delay. Wi-Fi performance inside the home or a device fault is not automatically covered. A separate minimum-speed commitment can have a different remedy.

Sources: Ofcom: scheme participation, rates, payment and limits; Plusnet: current rates and activation-day examples; Virgin Media: current rates and appointment conditions

Working days start the repair clock; calendar days follow

The industry code gives the example of a fault reported on Monday with a trigger at 23:59 on Wednesday, assuming no public holidays and no later date requested by the customer. If still unresolved at that trigger, an initial payment is due, followed by payments for complete subsequent calendar days of continuing loss.

Hypothetical example: the service is still down at that Wednesday trigger, remains down for all Thursday and is restored on Friday. The initial trigger payment plus Thursday’s full-day payment makes two eligible payments: 2 × £10.34 = £20.68. Friday is not added as a complete subsequent day in this illustration. Ask for the recorded report and restoration times if the count differs.

Sources: Industry code: repair trigger, day counts and exclusions

Worked examples: establish the units before multiplying

A confirmed Wednesday activation delayed until Friday gives two eligible days in Plusnet’s published example structure: Wednesday and Thursday, excluding the activation day. At the current £6.46 rate, that is £12.92.

Separate qualifying events can produce separate credits. For example, three accepted delayed-start days cost 3 × £6.46 = £19.38; adding one qualifying missed appointment gives £51.69. That does not mean a broadband and landline outage together automatically doubles the repair payment.

Sources: Plusnet: current rates and activation-day examples; Ofcom: scheme participation, rates, payment and limits

Exclusions and long outages need checking

The code excludes customer-caused faults and specified circumstances, including planned outages notified in advance. Allow engineer access and keep appointment confirmations; asking for a later repair appointment can affect the compensation period. Virgin Media also distinguishes external work not requiring you to be home from a qualifying missed appointment.

Do not project daily payments indefinitely. Ofcom describes a cease-notification process for long-running cases, with requirements concerning suitable alternative service. Ask the provider for the basis of any stopped or excluded payments and keep the notice.

Sources: Industry code: repair trigger, day counts and exclusions; Virgin Media: current rates and appointment conditions; Ofcom: scheme participation, rates, payment and limits

When the credit should arrive and how to challenge it

Ofcom says the usual payment is account credit, due within 30 calendar days of the relevant resolution, cancellation or missed appointment. Record the event, fault reference, activation promise, appointment messages, restoration date and eventual credit. A displayed bill may follow the account credit later.

Raise a formal complaint if the credit is missing or the explanation does not match the records. Current telecoms ADR access is normally after six weeks unresolved or earlier deadlock, subject to the scheme’s conditions. That is different from the eight-week energy complaints route. Use the provider’s designated ADR scheme; Ofcom does not decide the individual compensation dispute.

• Report a total loss of service and keep the reference.
• Keep confirmed activation dates and appointment messages.
• Ask for the payable-unit calculation and exclusions.
• Check the account credit and the applicable 30-day deadline.
• Use the formal complaint and relevant ADR route if unresolved.

Sources: Ofcom: scheme participation, rates, payment and limits; Ofcom: current complaints and six-week ADR rules; Ofcom: broadband faults versus speed remedies