Did an Engineer not show up for an appointment or has your internet stopped working for over 2 days?
Don’t worry, you can now get compensation.
According to Ofcom, householders will now be able to receive an automatic compensation if they’ve received poor service from Broadband or Landline companies.
Ofcom also estimated around 2,6 million people would be able to benefit from this.
In order to complain, consumers will need to phone up the service. If the services haven’t been fixed after two days they will be able to claim £8 a day. If an engineer didn’t show up for the appointment or if they’ve cancelled with less than 24 hours notice, the client can ask for £25.
Although this seems like a good plan for many broadband consumers, it doesn’t yet cover all services.
In fact, the agreement only covers about 90% of the telecom users including BT, Sky, TalkTalk, Virgin Media and Zen Internet.
Plusnet and EE are still expected to join the plan later.
Even though, the scheme provides users with a fair amount of compensation, it does not solve the issue around poor services.
Shouldn’t there be more focus around actually fixing the broadband lines?
For many users, this is a good start towards service improvements. Consumers were able to claim compensation before but only 15% would only manage to obtain a small refund.
“People will get the money they deserve, while providers will want to work harder to improve their service.”
The new plans are raising questions as to whether the compensations will also cover issues with broadband speed.
Due to the complexity of the changes, Ofcom has announced the scheme will only start in early 2019 which is still a year away.
So for those who are regularly experiencing technical problems with their broadband or landline will have to wait a little longer.