Compensation for broadband users

Automic

Specifically speaking, this new scheme applies to United Kingdom broadband and landline customers who experience slow repairs, missed appointments and delayed installations, as a result they will now be automatically credited on their account.

Today, compensation is paid out in only around one in seven cases of consumers suffering from slow repairs, missed appointments or delayed installations - something Ofcom is keen to address.

Despite introducing the new compensation charges, the amounts have dropped from original proposals.

Frustrated broadband and landline customers are in line to receive £142m in automatic compensation payouts under a new Ofcom scheme.

Although random internet outages are now not covered by the scheme, if broadband is down for more than two days, customers will get £8 per day that internet remains unavailable. Refunds also only start applying after service has been down for 48 hours.

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The regulator's consumer group director, Lindsey Fussell, said: "Waiting too long for your landline or broadband to be fixed is frustrating enough, without having to fight for compensation". Ofcom has warned it will take as many as 15 months to implement, which would give a launch date of February 2019. But by 2019, United Kingdom customers can expect timely fixes for the broadband ... or automatic money back in their accounts. If your broadband or landline completely dies and hasn't been revived within two working days, however, you'll get £8 in compensation for every following day your service remains down.

For as game-changing as high-speed internet access was to the world, it continues to be a frustration for so many as broadband is the most unreliable of utilities.

In the meantime, customers encountering problems with their landline or broadband should visit the Ofcom website for advice on rectifying the problem. MD of Home Services, added: "For all consumers to get what they're entitled to, it's vital that all providers play fair and sign up to this scheme". EE and Plusnet are expected to join at a later date.

While the new broadband compensation package is only available to residential customers, Ofcom believes a third of all SMEs now use these kinds of services.

KitGuru Says: As more and more people rely on their internet connection for work, education and entertainment, ISPs need to work harder to ensure a consistently reliable service. Once it is all in place, Ofcom will be keeping an eye on things to ensure it is working.

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