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Wrexham

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10 Grosvenor Road, Wrexham, LL11 1SD



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Chester

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2 Vicars Lane, Chester CH1 1QX



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Llanrwst

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Bank Buildings, Llanrwst, Conwy, LL26 0LS



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Landline and Broadband Compensation Scheme


Last month (November 2017), Ofcom launched an automatic compensation scheme for consumers where there is a delayed repair following loss of a landline and/or fixed broadband service. This means that consumers will be compensated automatically by providers for slow repairs, missed appointments and delayed installations. Customer’s accounts will be credited, without customers having to ask for the compensation.

The compensation will include:
  • £8 for each day that a landline or broadband service is not working (if not fully fixed after two working days);
  • £25 for missed engineer appointments (or where an engineer cancels with less than 24 hours' notice)
  • £5 for each day after the date which a provider agreed to start a new service.
BT, Sky, TalkTalk, Virgin Media and Zen Internet (who together serve around 90% of landline and broadband customers in the UK) have agreed to introduce automatic compensation. Plusnet and EE have also stated that they will join the scheme.

Launching the automatic compensation scheme is likely to be complex, and requires changes to providers’ billing systems, online accounts and call centres. As a result, there will be a 15-month implementation period before it comes into effect.

The automatic compensation will apply to all residential products; this means all residential consumers, and around a third of SMEs. Ofcom is also introducing new rules for SMEs to ensure they are given clearer, more detailed information about what service quality to expect. This includes whether they can claim compensation when problems occur.

The automatic compensation scheme will not apply to mobile customers who lose service, as Ofcom considers that the number of mobile customers likely to lose service for more than 24 hours is low, and mobile customers currently receive more compensation than broadband and landline customers.

If you require any further information on this topic or any other commercial related matter, please do not hesitate to contact a member of our Business Department on 01978 295861 or e-mail [email protected]

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The professional rules relating to solicitors' firms, including the Code of Conduct can be accessed on the website of the Solicitors Regulation Authority at www.sra.org.uk

Allington Hughes Law is a trading name of Allington Hughes Limited. Registered office is 10 Grosvenor Road, Wrexham LL11 1SD

Registered in England and Wales. Company registration number 07831162.

Authorised and regulated by the Solicitors Regulation Authority number 597867

V.A.T. registration number 166 8213 93