£10

Typical compensation for broadband failures -

QI recently switched my broadband, phone and TV from Sky to Virgin. Now my phone line is down, which is a disaster because I work from home. Virgin told me the earliest it could send a technician was a week later. Can I get a refund? And maybe compensation for work lost? Gemma Goshe

AA refund – yes, but probably not compensation for work lost. Internet service providers will usually offer a refund – how much h depends on how long its service is down, but around £10 off the monthly bill is typical.

Compensation is a different matter. Despite the fact that Gemma will be incommunicado for a week, she’s unlikely to be offered more than a refund. Legally she’s on shaky ground if she tries to claim for lost income because her contract with Virgin is a residential one – meaning for home/ personal use only, not business. Business contracts cost more, but they also provide compensation should anything go wrong. Had Gemma signed up to a business contract, Virgin would have had to ensure a reliable service all day, every day.