You won't get compensation:
Automatic compensation
In this article
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
1. Delayed activation of your broadband and/or landline service
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
2. Delayed repair following a total loss of service
Total loss of service means:
You won't get compensation:
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
3. Missed appointments
You won't get compensation:
How will you pay me the compensation?
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?
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?
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?
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?
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?
What if I cancel my order or service?
If you are found to be in breach of our terms and conditions, you will not be eligible for automatic compensation.