In short (UK): Many broadband providers must pay automatic compensation under Ofcom schemes for delayed installs, missed engineer visits, and some late fault repairs. Credits should appear on your bill — chase in writing if not. After the provider’s process, a comms ombudsman route may be available. This is general guidance, not legal advice.
Slow broadband is one thing; unpaid scheme compensation is another. This guide covers the core map. For a personalised complaint plan and letter, use Refundly. See Ofcom for scheme background.
What Automatic Compensation Covers (Typical)
- New service not live on the promised date
- Missed engineer appointment
- Fault not fixed within the scheme’s repair target
Typical Amounts (Illustrative)
| Issue | Typical payment |
|---|---|
| Delayed start | ~£5 per day (often capped) |
| Missed engineer | ~£25 per missed slot |
| Delayed fault repair | Daily amount after the target window |
Confirm your provider’s figures.
What to Do Next (High Level)
- List promised go-live, appointments, fault dates.
- Check the bill for credits.
- Complain in writing if underpaid.
- Use the provider’s complaints process (often up to 8 weeks).
- Escalate to Ombudsman Services: Communications if deadlocked.
Dates are the whole case — keep them tidy
What Your Complaint Should Cover
Account number; promised vs actual dates; missed slots; fault timeline; amount you believe is owed; Ofcom scheme reference; response deadline.
Refundly structures the complaint from your timeline
If They Deny Payment
Ask for written reasons. Challenge “you missed the engineer” claims with your own logs. Goodwill credits are not always a substitute for scheme amounts.
Using Refundly for Telecom Disputes
- Select utilities & telecom
- See complaint and ombudsman framing
- Build the delay/appointment timeline
- Generate a formal letter
- Track and export
Final Tip
Screenshot the promised activation date at signup. Providers dispute timelines months later.
General information for UK consumers only — not legal advice. Check Ofcom and your provider’s automatic compensation terms.
Common questions
Short answers to common questions on this topic.
- What is Ofcom automatic compensation for broadband?
- A scheme many major providers follow to credit customers for delayed starts, missed engineer appointments, and some delayed fault repairs. Payments should often be automatic — but underpayments are common, so check your bill.
- How much compensation might I get?
- Typical figures are around £5 per day for delayed start, about £25 per missed engineer slot, and daily amounts after fault-repair targets — amounts and caps vary by provider. Check their scheme.
- What if my provider did not pay automatically?
- Complain in writing with account number and dates. Use their complaints process (often up to 8 weeks), then escalate to the communications ombudsman if unresolved.
- Is this the same as Consumer Rights Act rights?
- No. Automatic compensation is a separate scheme. You may still have CRA-style rights for faulty equipment or mis-sold packages in addition.
- What evidence helps?
- Order confirmation with promised go-live date, engineer appointment texts, fault report references, and bill screenshots showing missing credits.