Customers who have had to endure broadband and landline service issues will soon get money refunded from their providers when things go wrong - without having to ask.
Currently, only around one in seven broadband or landline customers who suffer delayed repairs, installations or missed engineer appointments have received compensation from their service provider and according to Ofcom, even then it is only in small amounts.
After intervention by the media regulator, big broadband and phone firms have agreed to compensate the customers who endure problems and delays.
“We think it’s unacceptable that people should be kept waiting for a new line, or a fault to be fixed”, said Ofcom chief executive Sharon White.
“These new protections mean phone and broadband firms will want to avoid problems occurring in the first place.
“But if they fall short, customers must be treated fairly and given money back, without having to ask for it.”
Providers such as BT, Sky, TalkTalk, Virgin Media and Zen Internet had already signed up to the scheme, Ofcom confirmed, adding that Hyperoptic and Vodafone have also agreed to the new terms, and will start paying compensation automatically later this year.
The firms that have committed account for more than 95% of broadband and landline customers in the UK.
Many small and medium-sized businesses that use residential landline and broadband services will also benefit.
