It came to my attention fairly recently that automatic compensation is to be paid to millions of customers when their broadband fails, although this will not be implemented until early 2019.

Ofcom, the telecoms regulator, announced this as a result of continual and ongoing frustration with customers about poor service and high prices.

The tiered compensation will be;

  • £5 a day if a broadband provider fails to start a service when promised
  • £8 a day for loss of service
  • £25 if a broadband provider misses an appointment to carry out a repair

This new regime will cover BT, Sky, TalkTalk, Virgin Media and Zen Internet, which supply services to 90% of homes in the UK.

Ofcom expects payments to amount to about £142m a year, which is nine times more than what providers currently pay.

Apparently there are 5.7m cases of consumers experiencing a loss of their broadband or landline service every year, engineers failing to attend to about 250,000 appointments and 1 in 8 installations delayed.

Compensation is paid out in only 1 out of 7 cases just now and Ofcom have explained that the delay in implementing the scheme is to allow time for the providers to change their billing systems.

Ofcom will impose legal controls if providers fail to abide by the voluntary scheme (clearly not voluntary!).

Whilst I don’t cover this specifically in my book, I certainly write about how to effectively resolve consumer complaints and motoring disputes with plenty of examples and templates based on real-life test cases that work in my book now on sale via Amazon as an e-book and paperback priced £2.99 / £7.99.

Buy it now as an e-book here or on paperback here

BBC Radio Scotland have read it and interviewed me as a consumer expert for a five-part consumer programme they have made.  Read a free sample via my website and let me know what you think?

DOWNLOAD to your Kindle or get the free Kindle app from Amazon and read the book on your IPad / tablet / smartphone / laptop.

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If you have enjoyed reading this, feel free to take a look at my other website http://www.awriterinedinburgh.com which showcases my writing and how you can work with me.


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