New OfCom proposals, which I supported in the Digital Economy Bill will give broadband customers the right to automatic compensation if they don’t get a certain level of service. Customers who suffer slow repairs, missed appointments or delays for new services from their providers would be entitled to either a cash payment or credit on a bill.

Having to deal with problems getting functional broadband and phone services is frustrating enough, and can cause serious problems for those reliant on their connections such as those who work from home. These proposals would at least provide some compensation for poor service, and encourage companies to improve to avoid having to pay.

Customers are sometimes compensated at present, but these instances total just 1.1m of over 7.2m delays and missed appointments each year. OfCom estimates their new automatic compensation would make up to 2.6m additional customers eligible.

The compensation for each case would follow the guidelines set out below.


OfCom are consulting on the plans until June 5th, and you can find more details, as well as contact information for the consultation, on their website.

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