Broadband compensation up to £25 a day agreed

Automic

Ofcom revealed that now only one in seven cases reported of broadband problems are compensated, usually in small amounts.

Rob Hilborn, head of strategy at broadband comparison site Broadband Genie, said: "Delayed repairs, missed appointments and slow setups can really put people out, possibly making them lose faith in their provider".

Ofcom says that following its intervention, BT, Sky, Talk Talk, Virgin Media and Zen Internet - which collectively account for 90% of the market - have all agreed to the initiative, along with EE and Plusnet.

Customers won't have to make a claim.

Commenting on the news, a spokesperon for TalkTalk said: "We are pleased that Ofcom has accepted our voluntary proposal for automatic compensation". It will come in the form of a cash payment or credit back on your next bill.

Ofcom has estimated as many as 2.6 million people could benefit from the new rules, according to Ofcom.

Ofcom says compensation is now only paid out for around one in seven broadband or landline problems, and at the moment customers who are given compensation only receive an average £3.69 a day for loss of service, and £2.39 a day for delayed installations.

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Ofcom, the UK's communications regulator, laid out plans earlier in the year to incentivize better customer service in the broadband industry.

Customers will be entitled to £8 a day for delayed repairs after a loss of service, £25 for a missed appointment or a visit that is cancelled with less than 24 hours notice, and £5 a day for a delay to the start of a new service.

However, while customers will welcome the introduction of this new scheme.

The compensation will be paid to customers experiencing problems with their broadband and landlines that are not fixed within set time frames, as seen below.

New research show engineers failed to turn up for a staggering 250,000 appointments. Under this new scheme, these ISPs will automatically compensate customers when broadband or landline connections go down and aren't revived within two working days.

But although the scheme has been cautiously welcomed, some social media commenters believe that the scheme doesn't go far enough and that the compensation levels don't reflect the actual out of pocket expense, let alone the inconvenience if, say, you've taken the day off work for an engineer.

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