Broadband Down? You're Owed Automatic Compensation

If your broadband goes down or your provider messes up, you're entitled to automatic compensation without even having to ask for it. Here's how the scheme works and how to get every penny you're owed.

The Automatic Compensation Scheme

Since 2019, Ofcom has run an automatic compensation scheme that major broadband providers have signed up to. As of April 2025, the amounts are:

These amounts increase annually with inflation.

Which Providers Are Included?

All major providers have signed up:

• BT
• Sky
• Virgin Media
• Vodafone
• TalkTalk
• Plusnet
• NOW Broadband
• EE
• Hyperoptic

If your provider isn't on this list, you may need to claim manually.

How Automatic Compensation Works

For Service Outages

1. Report the fault to your provider
2. If it's not fixed within 2 full working days, compensation kicks in automatically
3. You don't need to ask for it - it should appear as a credit on your bill

For Missed Appointments

If an engineer doesn't show up without giving you at least 24 hours notice, you're owed £31.19 automatically.

For Delayed Installations

If your new service doesn't start on the date promised, you get £6.24 for each day of delay, including the missed start date.

What If You Don't Get It?

The scheme is supposed to be automatic, but some providers are slow to credit accounts. If compensation doesn't appear within one billing cycle:

Step 1: Contact your provider and ask specifically about automatic compensation

Step 2: Reference Ofcom's scheme and the dates of your issue

Step 3: If they refuse, escalate to their complaints department

Step 4: After 8 weeks (or if they send a deadlock letter), complain to the Communications Ombudsman

Beyond Automatic Compensation

The automatic scheme covers basic situations, but you might be owed more if:

• You've lost income because you work from home
• You've had significant inconvenience beyond the basic outage
• There's been repeated failures with your service
• The provider has been negligent in handling your complaint

The Consumer Rights Act says services must be provided with reasonable care and skill. If your broadband is consistently terrible, you can argue for a price reduction or even contract termination without penalty.

Switching Providers

Thanks to One Touch Switch rules, switching is now easier:

1. Contact your new provider only - They handle everything
2. Keep your number if you want to
3. No exit fees if your contract has ended or you're within cooling-off period
4. Compensation if it goes wrong - Same rules apply

Switches typically complete within 10-14 working days.

Common Provider Excuses

"The fault was outside our network"

Doesn't matter. If your service was affected, you're still owed compensation. The exception is if the fault was caused by you (e.g., you damaged your own wiring).

"We didn't receive your report"

Always get a reference number when reporting faults. Use online chat and screenshot the conversation if possible.

"You'll need to claim compensation separately"

No. The whole point of the scheme is that it's automatic. Push back.

Mobile Broadband Isn't Covered

Important: The automatic compensation scheme only covers fixed broadband (the line to your home). Mobile broadband on 4G/5G isn't included.

Calculating What You're Owed

If your broadband was down for 7 days after you reported it:

• First 2 working days: No compensation (repair window)
• Days 3-7: 5 days × £9.98 = £49.90

If the engineer also missed an appointment during that time:

• Add £31.19

Total owed: £71.09

Your Next Steps

1. Report faults immediately and get a reference number
2. Note dates and times of any outages
3. Screenshot any missed appointment notifications
4. Check your bills for compensation credits
5. Chase if it's not applied within one billing cycle

Use our Response Deadline Tracker to make sure you follow up at the right time.