Broadband users set for automatic compensation for poor performance

11 November, 2017, 01:52 | Author: Pamela Mathis
  • Broadband providers must automatically compensate customers for bad service under new Ofcom rules

Telecoms regulator Ofcom has forged an agreement with five firms, including BT, Sky and Virgin Media, to knock money off customers' bills.

It calculated the change would bolster levels of redress to customers - including many small businesses - by 900% because compensation was now only paid in about one in seven cases.

Ofcom's behind it all, saying it could lead to the ISPs paying out £142m in compensation payouts for missed appointments, slow repairs and messed up connections, when the scheme launches in 2019.

It said many people are not getting the standard of service they expect, and are not being adequately compensated for poor service.

Ofcom says compensation is now only paid out for around one in seven broadband or landline problems, and at the moment customers who are given compensation only receive an average £3.69 a day for loss of service, and £2.39 a day for delayed installations. Under this new scheme, these ISPs will automatically compensate customers when broadband or landline connections go down and aren't revived within two working days.

Problem: a delay to the start of a new service.

Ben McAdoo says Giants 'ready to move on' from 'fake news' drama
McAdoo has already relinquished play-calling duties mid-season in an attempt to help the offense turn itself around. I had a couple conversations over the last couple weeks, and I welcome those conversations.


Lindsay Fussell, Ofcom's consumer group director, said: "Providers will have to pay money back automatically, whenever repairs or installations don't happen on time, or an engineer doesn't turn up".

In addition, if an engineer doesn't turn up to an appointment or cancels less than 24 hours before, then you will get £25 back.

Your new landline or broadband service is not up and running on the day promised. Ofcom understands Plusnet and EE have also indicated they will join the scheme.

Dan Howdle, consumer telecoms analyst at broadband comparison and advice site Cable.co.uk, commented: "This should be viewed more as a way to force providers to spend money improving service-levels across the next 15 months (when these measures will finally be implemented) so these problems do not occur in the first place - to vastly increase the cost of their failure".

If a broadband or landline is not working on the day it was said to get fixed, providers will have to pay £5 a day.

"For all consumers to get what they're entitled to, it's vital that all providers play fair and sign up to this scheme". The others include: ensuring lower charges for vulnerable landline customers, better information on broadband speeds before entering a contract, detailed information to show customer how different providers perform and fining companies for poor behaviour.

Recommended:



Popular

Olympian Aly Raisman Claims Gymnastics Physician Sexually Assaulted Her At 15
Nassar's case was part of a wide-ranging scandal which forced the resignation of USA Gymnastics chief Steve Penny previous year . The federation also adopted several recommendations by Deborah Daniels, a former federal prosecutor who oversaw the review.

NVIDIA Corporation (NVDA) Hits New 52-Week High on Strong Earnings
Considering that the stock daily volume of 24.46 million shares, this represents a pretty noteworthy trading in volume size. The ex-dividend date is Friday, November 17th. "Industries across the world are accelerating their adoption of AI", he said.

Duncan woman receives deferred sentence for marriage to biological mother
She reportedly said her mother assured her she had received legal advice that indicated it was not a crime for them to Wednesday . Investigators told KFOR that 43-year-old Patricia Spann lost custody of Misty, 26, and two other children when they were young.

Roy Moore's brother compares sexual conduct allegations to the persecution of Jesus
After phone calls and meetings, he drove her to his home some days later and kissed her, the Post quotes Corfman as saying. Other Republicans have responded in the wake of The Washington Post story that came out late Thursday.

'Sepp Blatter sexually assaulted me,' says former USA goalkeeper Hope Solo
Her claims were made to the Portuguese newspaper Expresso during an event in Lisbon to discuss equal pay and women's equality. I didn't get to tell him directly, 'Don't ever touch me!' That's the way I've always handled things.

SC hear plea for probe into medical admission scam
He also said that the allegations made by some lawyers against the Chief Justice should be treated as contempt of court. It directed the CBI to produce these documents in sealed cover before Constitution Bench on the coming Monday.

Veterans Get A Special "Thank You" From Elementary Students
Belicek added that the ceremony shows students to always have respect for the veterans and what they have done. The program was concluded with a special thank you to veterans for their dedication, service, and sacrifice.

2x Called Off: Bitcoin Hard Fork Suspended for Lack of Consensus
On the one hand, the hardfork was meant to solve a problem with mining difficulty levels for Bitcoin Cash . The Bitcoin community welcomed the cancellation of Segwit2x with a huge price spike.

Self-driving bus crashes on very first day at work
For the foreseeable future, though, self-driving vehicles will need to be able to coexist with those driven by humans. A new self-driving shuttle crashed on its first day of service in Las Vegas, reported The Independent .

Nintendo Switch is getting its first video streaming app with Hulu
Television streaming service Hulu is the first media streaming app available for download on the Nintendo Switch . Hulu only seems to be going live on the USA eShop for now, but this is definitely a sign of things to come.