Broadband users to get compensation

BT

Households that receive a bad service from your telecommunications provider to obtain automatic compensation, the regulator Ofcom has announced.

From 2019 onwards, you get £ 8 per day, if a fault is not fixed, paid as a rebate through your bill.

This is less than £10 that was proposed when Ofcom began its consultation earlier this year.

Providers will also have to pay 5 € a day if your fixed line broadband or is not working on the day that was promised.

If an engineer misses an appointment, you will be given £ 25 in compensation.

Ofcom has estimated as many as 2.6 million people could benefit from the new rules.£142m pay

The settlement covers consumers who have contracts with BT, Sky, Talk Talk, Virgin Media and Zen Internet – who represent around 90% of the customers of telecommunications in the united kingdom.

Plusnet and EE are expected to participate in the scheme at a later date.How to work comp

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Consumers will have to phone to complain initially
The service does not work, and it is not fixed after two days: £8 compensation of a day
Missed engineer appointment, or less than 24 hours notice of cancellation: £25 for each appointment
Delayed start date: £5 a day

“Too long a wait for fixed line or broadband to be fixed is frustrating enough, without having to fight for compensation,” said Lindsey Fussell, Ofcom’s consumer group director.

“So that providers will have to pay the money automatically, provided that the repairs or installations that do not happen in time, or an engineer does not turn on.

“People are going to get the money you deserve, while providers will want to work harder to improve their service.”

Ofcom said that the scheme will not come into operation until the beginning of 2019, due to the complexity of the changes.

It was said that the billing systems and accounts in line would have to be altered, and the staff would have to be re-trained.Help

In total, customers can expect to get £142m in pay each year, according to Ofcom estimates.

At the time of the telecommunications users may get a compensation in theory, but only about 15% of those who complain about manage to get a refund.

Even then, most only get small amounts, said Ofcom.

Any person who wishes to obtain compensation under the current arrangements, you can seek help on the web site of Ofcom.

That? he said that those providers who have not already joined the auto-compensation scheme should do so.