Broadband not fixed? You could get £30 compensation

Ofcom has said that internet service providers (ISPS) should compensate customers £30 for cancelled appointments to fix their broadband and landline, but some say that this amount isn’t enough.

As part of new proposals aimed at improving customer service the regulator also recommended that ISPS should pay users £10 for each day that a service remains unrepaired, and £6 for each day they can’t access their new service after switching.

Ofcom said that customers would receive the money automatically, as a cash payment or credit on their account, rather than have to “fight tooth and nail” for it, as currently happens through complicated claims processes.

It said that each year compensation is due for around 7.2 million incidences of disruption, but payouts are made in only 1.1 million cases.

The plans have been widely welcomed, but some are disappointed by the level of compensationtion proposed. Richard Neudegg, head of regulation at comparison website uswitch.com, pointed to the importance of broadband for people working from home: “We shouldn’t pretend the level of compensation proposed – £30 per missed appointment, for example – will be enough to make up for missing a day’s work”.

However, he did acknowledge that even “a modest level of compensation per user” will force ISPS to improve service to customers.

If the proposals become law, the £30 compensation will be paid if an engineer doesn’t turn up for an appointment, or cancels having gigivenn less than 24 hours notice.

In response BT, Sky and Virgin Media have issued their own proposal for compensation through a voluntary code of practice. But Ofcom says it’s not a sufficient solution.

Ofcom will consult with the industry until 5 June, then make a final decision before the end of the year.