Slow broadband is frustrating. Delayed installation, missed engineer appointments, and faults left unfixed for days can cost you money and time. Many UK providers must pay automatic compensation under Ofcom rules — but customers often have to chase it.
This guide explains broadband compensation UK schemes and how to claim what you are owed.
What Is Automatic Compensation?
Major providers have signed up to Ofcom's scheme to pay customers automatically when:
- New broadband or landline is not live on the promised date
- An engineer appointment is missed
- A fault is not fixed within two working days (for landline/broadband faults)
Compensation is usually credited to your account — but errors and missed payments are common.
Typical Compensation Amounts
| Issue | Typical payment |
|---|---|
| Delayed start of new service | £5 per calendar day (capped) |
| Missed engineer appointment | ~£25 per missed slot |
| Delayed fault repair | £8 per calendar day after two working days |
Check your provider's scheme — amounts and caps vary slightly.
Step-by-Step: Claim Broadband Compensation
- Note the dates — promised go-live, missed appointments, fault report and fix dates.
- Check your bill — compensation may already have been applied (or not).
- Complain in writing if underpaid or ignored — include account number and dates.
- Allow 8 weeks for the provider's complaints process.
- Escalate to Ombudsman Services: Communications if unresolved.
Tracking installation, fault, and appointment dates is essential evidence
What to Put in Your Complaint Letter
- Account number and provider name
- Promised go-live date vs actual activation date
- Missed engineer appointments with dates
- Fault report and repair dates
- Compensation amount you believe is owed
- Reference to Ofcom automatic compensation rules
- 14-day response deadline
A structured complaint letter referencing Ofcom automatic compensation rules
If Your Provider Denies Compensation
Ask for their decision in writing. Common disputes:
- They blame you for missed appointments (challenge with call logs)
- They say the delay was outside their control (request evidence)
- They offer a goodwill credit instead of scheme compensation (you can insist on correct amounts)
Link to Other Consumer Rights
Broadband compensation is separate from Consumer Rights Act remedies for faulty routers or mis-sold packages — but you can pursue both if relevant.
Using Refundly for Telecom Disputes
Refundly covers utilities and telecom issues:
- Select "Utilities & telecom"
- See complaint and ombudsman routes
- Build a timeline of delays and missed appointments
- Generate a formal complaint letter
Final Tip
Screenshot your order confirmation showing the promised activation date when you sign up. Providers sometimes dispute timelines months later.