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.||£8.40 if the service is not fixed two full working days after you report it, and then £8.40 for each full day it is still not fixed after that.|
|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 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.
Which services are eligible for compensation payments?
Only residential broadband products are covered by our compensation scheme.
When you should receive compensation
Compensation will be paid no later than:
- 30 calendar days after a delayed start of a new service is resolved or the service is cancelled;
- 30 calendar days after the loss of service is resolved or the service is terminated;
- 30 calendar days after the date of the missed appointment.
Unless we agree otherwise, compensation will be a credit on your bill.
When we won’t pay compensation
If the loss of service is caused by equipment or activity within your home, you are not entitled to compensation under the scheme. Similarly, you won’t receive compensation if you caused the service failure or if you prevent it from being resolved – for example if you ask for a later engineer appointment than the one offered and delay repairs to the service.
What if you don’t receive the compensation you believe you should?
If you don’t receive compensation you believe you’re entitled to, please contact us on 0330 333 3006 or email us via firstname.lastname@example.org and will investigate. Further information regarding our complaints code is available at https://www.giganet.uk/wp-content/uploads/2021/11/Consumer-Complaints-Code-of-Practice.pdf