Automatic compensation

In this article

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

 

Automatic compensation only applies to missed appointments, orders and faults raised on or after 4 May 2021. For example, if you reported a fault to us on 1 May 2021 and it wasn't fixed until 5 May 2021, you wouldn't automatically be entitled to any compensation.

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

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

  1.  

    compensation will be due if your service isn’t activated by 11.59pm on the date we promised you

  2.  

    we'll pay you £5.04 for the missed activation day, and for every day after that until the day the service is activated

  3.  

    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:

  1.  

    for the day the service is activated on

  2.  

    if you weren't there to give access to the engineer at the appointment time

  3.  

    if you didn’t accept the earliest re-appointment date (if that's relevant)

Here's an example

If your service was due to be activated on Wednesday but it's delayed until Thursday, you'll be paid £5.04. That's £5.04 for the missed activation day on Wednesday. If instead your service isn't activated until Friday, then you'll be paid £10.08. That's £5.04 for the missed activation day on Wednesday, and another £5.04 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

  1.  

    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

  2.  

    we'll pay you £8.06 for each day, after the two working days, that the service isn't fixed

  3.  

    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

  4.  

    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:

  1.  

    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

  2.  

    broadband service where you’re unable access the internet

You won't get compensation:

  1.  

    for the day the fault was fixed

  2.  

    if the cause of the fault is found within your property

  3.  

    if you haven't suffered a total loss of service

  4.  

    if you didn’t accept the earliest re-appointment date (if that's relevant)

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.

3. Missed appointments

3. Missed appointments

  1.  

    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

  2.  

    we'll pay you £25.18 for each missed appointment

You won't get compensation:

  1.  

    if you’re given more than 24 hours’ notice of a change to the time of the appointment, or cancellation of the appointment

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.

Thanks for your feedback

 
Ask the Community
Ask the Community
Ask questions and share tips with other people 24 hours a day
Book an appointment
Book an appointment
You can book a phone appointment with one of our local experts.
Something went wrong. Please try again later We cannot identify your location. Please enter your postcode below
Finding you
Open Mon to Sat
Open Sun
Need more help