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, please get in touch to start the compensation process.

If your broadband service stops working, please report the fault to us. If the service is not fixed after two full working days, you will be eligible for compensation. There is a maximum of 60 days compensation payable.

More information about our Compensation Scheme can be found on our compensation terms and conditions.

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