Ofcom says broadband providers should pay instant compensation for bad service

Broadband customers who experience slow repairs and missed appointments should be compensated automatically without having to go through a claims process, Ofcom has proposed.

Ryan Reynolds: fronted campaign for BT's broadband that was later banned by the ASA
Ryan Reynolds: fronted campaign for BT's broadband that was later banned by the ASA

Such a change could amount to almost £200m in payments a year, The Telegraph reports. It would apply if a landline or broadband internet service goes down and is not fixed quickly enough, or by the day that is promised, and if an engineer does not arrive for a scheduled appointment.

Earlier this month BT agreed to make its broadband infrastructure division Openreach a separate company, following pressure from Ofcom.

Ofcom's consumer group director Lindsey Fussell said: "When a customer's landline or broadband goes wrong, that is frustrating enough without having to fight tooth and nail to get fair compensation from the provider.

"So we're proposing new rules to force providers to pay money back to customers automatically, whenever repairs or installations don't happen on time, or when people wait in for an engineer who doesn't turn up. This would mean customers are properly compensated, while providers will want to work harder to improve their service."

 

Become a member of Campaign from just £45 a quarter

Get the very latest news and insight from Campaign with unrestricted access to campaignlive.co.uk ,plus get exclusive discounts to Campaign events

Become a member

Looking for a new job?

Get the latest creative jobs in advertising, media, marketing and digital delivered directly to your inbox each day.

Create an Alert Now

Partner content

Share

1 Why creative people have lost their way

What better way to kick off the inaugural issue of Campaign's monthly print offering than with another think piece on the current failings of our industry, written by an embittered, pretentious creative who misses "the way things used to be"...

Share

1 Job description: Digital marketing executive

Digital marketing executives oversee the online marketing strategy for their organisation. They plan and execute digital (including email) marketing campaigns and design, maintain and supply content for the organisation's website(s).