Automatic compensation for broadband or landline issues

You'll get compensation if:

1. there's a delay to the activation of your broadband or landline service
2. there's a delay to a repair of your service
3. an engineeer misses an appointment

If you're eligible for compensation, you won't need to do anything. We'll credit your account within 30 days automatically.

If we don’t activate your broadband or landline by 11.59pm on the date we confirmed in writing, you’ll get £6.24 for each day it’s late. Compensation will start from the missed activation date,  and continue for each full day after, until your service is activated.

You won't get compensation if:

• you weren't at the property to give access to the engineer at the appointment time
• you didn’t accept the earliest appointment date available at the time of rebooking
• you break the terms and conditions of your service agreement

Example of how this works:

If your service was due to be activated on Monday but is delayed until Friday, you’ll get £24.96. That’s £6.24 for each of the four days you were without service, starting from the missed activation date.

If your broadband or landline has a total loss of service and isn’t fixed within two working days after you report it, you’ll get £9.98 for each extra day it’s not fixed.

Working days means Monday to Friday, not including public holidays.

Total loss of service means:

• you’re unable to make or receive any phone calls, or where the service only works one way when it should work both ways
• you’re unable to access the internet through your broadband service

You won't get compensation, for example, if:

• the fault is intermittent, when your service cuts in and out
• the fault is fixed within two working days
• the fault is inside your home
• the repair is delayed because you missed the appointment (however, compensation will start again if the repair isn't then completed during the next engineer visit)
• you didn’t accept the earliest appointment date available at the time of rebooking
• you break the terms and conditions of your service agreement

Other limited exclusions apply.

Example of how it works

If you report a fault on Monday and it’s not fixed by 11.59pm on Wednesday, you’ll start getting compensation from Thursday.

If an engineer misses your scheduled appointment or changes it with less than 24 hours’ notice, you’ll get £31.19 for each missed appointment.

You won't get compensation if:

• you were told about the change or cancellation more than 24 hours in advance
• you agreed to a change of appointment time slot for the same day
• the appointment wasn’t for activation or fixing a full service outage
• you break the terms and conditions of your service agreement

If you’re eligible for compensation, we'll credit your account automatically within 30 days of the 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, you can get compensation for up to 60 days.

If we can't fix your service after 30 days, you have the right to leave us with no termination charges.

Unsure about your compensation?

Compensation will be applied to eligible customer within 30 days of a missed appointment, activation of service, or fixing of the total loss of service fault. If you think the amount is wrong or haven’t received it, please get in touch.

Our automatic compensation is based on agreed industry practices. Find out more about automatic compensation with Ofcom.