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Broadband and landline users to be automatically compensated for poor service

The telecoms regulator said that customers affected by slow repairs, missed appointments and delayed installations would be fully compensated under new plans. From 2019, customers will automatically receive ?8 for each day the service is not repaired. They will also be entitled to ?25 for each appointment missed and ?5 for each day of delay.

BT, Sky, TalkTalk, Virgin Media and Zen Internet – which serve around 90% of landline and broadband customers in the UK – have all signed up. Compensation is currently only paid out in around one in seven cases. Consumers currently experiencing problems can find advice on Ofcom’s website.

Lindsey Fussell, Ofcom’s consumer group director, said: “Waiting too long for your landline or broadband to be fixed is frustrating enough, without having to fight for compensation. “So providers will have to pay money back automatically, whenever repairs or installations don’t happen on time, or an engineer doesn’t turn up. People will get the money they deserve, while providers will want to work harder to improve their service.”

Alex Neill, Which? managing director of home services, said: “We are pleased that compensation for poor broadband is going to become automatic, as it is now such an essential part of all of our everyday lives.

“For all consumers to get what they’re entitled to, it’s vital that all providers play fair and sign up to this scheme.”

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