Automatic compensation

From 4 May 2021, we'll pay you automatic compensation in the three scenarios listed below.

1. Delayed activation of your broadband and/or landline service

  • compensation will be due if your service isn’t activated by 11.59pm on the date we promised you (including when you’re switching from another provider)
  • we'll pay you £5.83 for the missed activation day, and for every day after that until the day the 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 then completed during the next engineer visit

You won't get compensation:

  • for the day the service is activated on
  • if 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)

Need to know

If your service was due to be activated on Wednesday but it's delayed until Thursday, you'll be paid £5.83. That's £5.83 for the missed activation day on Wednesday. If instead your service isn't activated until Friday, then you'll be paid £11.66. That's £5.83 for the missed activation day on Wednesday, and another £5.83 for the one day, on Thursday, that you had to wait.

2. Delayed repair following a total loss of service

  • compensation will be due if you experience 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 £9.33 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 then 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

Total loss of service means:

  • 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
  • broadband service where you’re unable access the internet

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)

Need to know

If you report a fault on a Monday, you'll get compensation if the fault hasn't been fixed by 11.59pm on Wednesday.

3. Missed appointments

  • compensation will be due if your broadband and/or landline engineer misses the scheduled appointment, 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 £29.15 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
  • if you’ve agreed to a change of appointment time slot for the same day
  • if the appointment was not to activate your broadband or phone line or to fix a complete service outage caused by an issue in your home

How will you pay me the compensation?

We'll add it as a credit to your account within 30 days of missed appointment, activation of service, or fixing of the total loss of service fault.

What's the maximum amount of compensation I can get?

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.

What if I want to query the compensation amount I've received?

We'll arrange your compensation as quickly as we can. If you would like to query the amount that you’ve been paid please get in touch

What if I haven’t received compensation I believe I should be entitled to?

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 get in touch.

What if I cancel my order or service?

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.

What else could stop me from receiving compensation?

If you are found to be in breach of our terms and conditions, you will not be eligible for automatic compensation.

Additional resource

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