CONSUMER CHAMPION Get even, not angry, when your broadband goes down
COMPLAINTS about Broadband – slow speeds and connection outages in the main – continue to occupy a significant part of my postbag. However, many consumers are not aware major providers are now signed up to a compensation scheme. In April 2019, Ofcom introduced automatic compensation scheme for all fixed-line broadband customers. So, if your broadband goes down, and the provider fails to get you back online within two working days, you will be paid compensation. The scheme also provides you with the right to compensation for missed engineer appointments and delays to installation.
HOW TO CLAIM
Simply report the problem to your provider and the rest is automatic – if you are not back up and running within two working days, compensation will follow.
Once you have reported the loss of service to the provider, an £8 payment covers the first two days. After this, another £8 is due for every day the fault remains unfixed up to a maximum of 60 days.
If the provider fails to send an engineer on the date agreed, you can claim £25 and, if there is a delay to a new service, you will receive £5 for each day without a connection.
EXCEPTIONS TO THE RULE
You will not be entitled to compensation for loss of service if the problem was caused by something on your property, such as poor wiring or incorrect use of a router.
Neither will you get paid if you turn down an engineer appointment or if the engineer cannot access your property because you were out or simply did not answer the door.
Compensation should be paid to you no later than 30 calendar days after a delayed start of a new service is fixed, or if the service is cancelled, and is paid via credit to your account. If you’re still not happy, raise the matter with your provider.
If they won’t help, ask for a deadlock letter (setting out the providers final position in relation to the dispute) after which you can raise a claim through the relevant alternative dispute resolution (ADR) service. The Ofcom website provides further details via ofcom.org.uk/