Money back for broadband and landline customers when things go wrong

A broadband cable and router

A broadband cable and router

The broadband providers are expected to repay this money to clients without them having to fight for it.

From Monday, broadband and landline customers who suffer delays to repairs, installations or because of missed engineer appointments will automatically receive compensation for each day they go without service.

For missed appointments where the engineer does not turn up or the visit is cancelled with less than 24 hours notice, customers will receive £25 per missed appointment.

BT, Sky, Talk Talk, Virgin Media and Zen Internet have all signed up, and combined they account for 95 per cent of British broadband customers.

Good news for Broadband users, as a new scheme means compensation for customers when their service is down.

Ofcom says this happens more than 7 million times a year in the United Kingdom, so it's fair to say lots of people will benefit from the scheme.

Apparently, the companies that have signed up cover more than 95% of United Kingdom customers.

However, some service providers then approached the regulator independently and offered to pay compensation to customers.

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Speaking about the automatic compensation Sharon White, Ofcom Chief Executive, said: "We think it's unacceptable that people should be kept waiting for a new line, or a fault to be fixed".

Hyperoptic and Vodafone have also agreed to the guidelines and will start paying compensation automatically later this year.

The biggest broadband and landline providers in Britain have agreed to pay £8 back to the customer for everyday their service has not been fixed.

She added that the new rules would provide an incentive for service providers to want to avoid problems occurring in the first place.

Plusnet has committed to the scheme, but has not provided a timescale for when it will begin providing automatic compensation.

The new scheme could see customers benefit from a total of £142m in payments, roughly nine times the amount received a year before.

"If customers are not being treated fairly, we will step in and take action", she said.

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