Automatic Compensation
We’ve signed up to the Ofcom Automatic Compensation Scheme. This means you’ll get money back from us when things go wrong, without having to ask for it.
From 1st April 2024 onwards we'll pay you automatic compensation for the following three instances:
- Compensation will be due if your service isn’t activated by 11.59pm on the date we promised you (including when switching from another provider)
- We'll pay you £6.10 for the missed activation day, and for every day after that until the day your service is activated
- If the activation is delayed because you've missed the appointment, the compensation calculation will stop. It will only start again if the activation isn’t completed during the next engineer visit
Here's an example:
If your service was due to be activated on Wednesday but it's delayed until Thursday, you'll be paid £6.10. That's £6.10 for the missed activation day on Wednesday.
If your service isn't activated until Friday, then you'll be paid £12.20 (£6.10 for the missed activation day on Wednesday and £6.10 for the one day, on Thursday, that you had to wait).
You won't get compensation:
- For the day the service is activated
- If you cancelled an appointment, or where you weren't there to give access to the engineer at the appointment time
- If you didn’t accept the earliest re-appointment date (if that's relevant)
Total loss of service means:
- Broadband service where you’re unable access the internet
- Phone service where you’re unable to make or receive any calls, or where the service only works one-way and it should be both
When you’ll get compensation:
- Compensation will be due if you have a total loss of service which isn’t fixed by 11.59pm on the second working day after the fault is reported
- We'll pay you £9.76 for each day, after the two working days, that the service isn't fixed
- If the repair's delayed because you missed the appointment, the compensation calculation will stop. It will only start again if the repair isn't completed during the next engineer visit
- If you don’t accept our earliest available appointment, the compensation calculation will stop between the earliest available, and the appointment you've chosen
Here's an example:
If you report a fault on a Monday, you'll get compensation if the fault hasn't been fixed by 11.59pm on Wednesday.
You won't get compensation:
- For the day the fault was fixed
- If the cause of the fault is found within your property
- If you haven't suffered a total loss of service
- If you didn’t accept the earliest re-appointment date (if that's relevant)
- Compensation will be due if your broadband and/or landline engineer misses the scheduled appointment or doesn’t attend in the confirmed appointment slot we gave you; or
- You've been given less than 24 hours' notice of a change or cancellation
- We'll pay you £30.49 for each missed appointment
You won't get compensation:
- If you’re given more than 24 hours’ notice of a change to the time of the appointment, or cancellation of the appointment
Automatic Compensation FAQs
We'll add it as a credit to your account within 30 days of a missed appointment, activation of service, or fixing of the total loss of service fault.
The maximum amount of compensation for a total loss of service fault or delayed activation is 60 days. If we can't fix your service after 30 days, you have the right to leave us with no termination charges.
Yes - for example, if we don’t fix a fault after two working days and then an engineer doesn’t turn up, you'll get two separate credits. £9.76 a day for every day we can’t fix your service plus £30.49 for the missed appointment.
We'll arrange your compensation as quickly as we can. If you’d like to query the amount you’ve been paid, please give us a call on 0330 1239 123.
Compensation will be applied to eligible customers within 30 days of a missed appointment, activation of service, or fixing of the total loss of service fault. If you’ve not received compensation you were expecting please give us a call on 0330 1239 123.
Your rights to complain are not impacted by Automatic Compensation. For more information visit our Complaints Code of Practice.
If a delayed order is cancelled before being completed, automatic compensation will stop at the cancellation date.
If a faulty service is ceased before being fixed, automatic compensation will stop from the service cease date.
