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Broadband and landline complainants to get automatic compensation

11 November, 2017, 01:02 | Author: Paula Vaughn
  • Customers would be entitled to £25 compensation very time an engineer misses an appointment

The plans mean that customers will see compensation credited to their account when repairs are slow, appointments are missed or installations delayed, without having to submit a claim.

Following a review earlier in the year, communications regulator Ofcom has set out new rules determining how broadband compensation will be distributed following the loss of service to residential customers. If a phone or broadband connection goes down, and isn't "fully" fixed within two working days, for each subsequent day that the connection isn't functional, the customer will get £8. "It's great news for broadband and landline customers".

When an engineer misses an appointment or does not provide at least 24 hours notice for cancellations, users will be paid £25 per appointment missed.

Internet service providers (ISPs) representing 90% of United Kingdom consumers will in future provide automatic compensation for broadband consumers who suffer slow repairs, missed appointments or delayed installations, following a review of customer service practice by Ofcom.

Ofcom said that, overall, they expect compensation levels to increase around nine fold. We have always supported auto compensation because it's simply right that customers should be compensated when they don't get the service they pay for and when they experience disruption not of their own making, and they shouldn't have to fight for that compensation.

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The scheme is expected to take 15 months to put in place, to allow for changes to billing systems, online accounts and call centres.

Real Business also reached out to all of the broadband providers which have signed up to the new voluntary policy.

But given the current amount of compensation paid is just £16 million a year, it should still be a real boost for broadband and home phone users.

"Ofcom's Lindsey Fussell said: ".providers will have to pay money back automatically, whenever repairs or installations don't happen on time, or an engineer doesn't turn up. If one of the included ISPs says that your broadband or landline will be connected on a specific day and misses that date, then you'll get £5 for each day you aren't connected, including the missed starting date.

The automatic compensation scheme is set to come into force in 2019. Oxfam said it was also working to lower charges and fine more telecoms for poor behaviour.

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