Broadband services such as BE and Vodafone are all signed up to Ofcom’s automatic compensation scheme.
The scheme means customers with the providers that are part of it will be able to get their money back from their provider when things go wrong, without having to ask for it.
Find out everything you need to know about the automatic compensation scheme below.
You can find out the full details via the Ofcom website.
The providers that will automatically give you compensation
The following providers are signed up to the automatic compensation scheme:
BT joined 1 April 2019
EE joined 4 May 2021
Hyperoptic joined 28 October 2019
Plusnet joined 4 May 2022
Sky (including NOW Broadband) joined 1 April 2019
TalkTalk joined 1 April 2019 (restrictions apply for customers not on the Openreach network)
Utility Warehouse joined 17 February 2020
Virgin Media joined 1 April 2019
Vodafone joined 3 November 2021
Zen Internet joined 1 April 2019
How to get compensation
According to Ofcom, customers affected by outages will be able to get compensation by reporting the fault to their provider.
Explaning: ” If the service is not fixed after two full working days, you would not need to ask for compensation or contact your provider again, as your provider has systems in place that mean you will start receiving compensation automatically if the repair takes too long.
“You will receive an initial £9.98 if the service is not fixed two full working days after you report it, and then £9.98 for each full day it is still not fixed after that.”
When will you get compensation?
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When you get your compensation, it depends on the fault you have faced.
But, compensation will be paid no later than:
30 calendar days after a delayed start of a new service is resolved, or the service is cancelled;
30 calendar days after the loss of service is resolved or the service is terminated;
30 calendar days after the date of the missed appointment.
If you have not received compensation when you believe you should be entitled to it, you can contact Ofcom or raise the issue with your provider.