From Monday most broadband and home phone customers will be automatically compensated for poor service or missed appointments, under an agreement struck between and the biggest telecoms providers and the industry watchdog.
Over 90% of broadband and landline customers, including households using BT, Virgin Media and TalkTalk services, will have money knocked off their bills for delayed repairs, missed engineer appointments and delays with the start of a service.
Under the scheme you’ll be entitled to compensation when:
Your landline or broadband is not fixed quickly enough after it has stopped working.
Your new landline or broadband service is not up and running on the day promised.
An engineer doesn’t arrive for an appointment as scheduled.
For more on how broadband works, your rights and the top deals, see our How to get cheap broadband guide.
Which firms will automatically pay compensation?
The scheme is a voluntary agreement between telecoms regulator Ofcom and broadband providers. Five providers – which between them have around 90% of broadband and home phone users as customers – have already signed up:
EE has confirmed it will join the scheme early next year, while a Plusnet spokesperson said it is “committed” to joining, but hasn’t yet given a date.
If your in the there is mention if Wightfibre are part of the scheme.
We have approached them for comment
Ofcom expects around £142 million to be paid out by providers each year in automatic compensation.