FAQs

Do you have a compensation scheme?

Our compensation scheme means you will get money back in the unlikely event that things go wrong.

When you will receive compensation
If your service doesn’t start on the agreed date, your engineer appointment is missed, or your broadband service stops working and the repair is delayed, we will provide compensation.

Problem You would be entitled to compensation if… Amount of compensation
Delayed repair following loss of service Your service has stopped working and it is not fully fixed after two full working days. If the service has stopped working and it is not fully fixed after two full working days, you will receive £8.40 for each calendar day that the service is not repaired/fixed.
Missed appointments An engineer does not turn up for a scheduled appointment, or it is cancelled with less than 24 hours notice. £26.24 per missed appointment.
Delays with the start of a new service We promise to start a new service on a particular date, but fail to do so. £5.25 for each calendar day of delay, including the missed start date.

What you need to do to receive compensation
If your home broadband service doesn’t start on the agreed date, or if your engineer appointment is missed, we will pay compensation automatically – meaning you don’t need to take any action to receive the compensation.

If your broadband service stops working, you simply need to report the fault to us. If the service is not fixed after two full working days, you don’t need to ask for compensation or contact us again, we have systems in place that mean you will start receiving compensation if the repair takes too long.

More information about our Compensation Scheme can be found here.

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