Broadband problems and your consumer rights is a problem I see time and time again. This will only increase now that so many people rely on a good broadband connection to work from home.


I was messaged by a friend saying that he was having broadband problems and his internet was playing up. He noted that it comes on for 1 minute and goes off for 30 minutes at a time.

He explained that his contract is with Sky and they said that it’s Openreach who are to blame. They stated that they wouldn’t have his connection fully restored for another 3 – 4 days.


I said that your contract is with Sky, not Openreach. This is Sky’s problem and nothing to do with Openreach as far as you are concerned.

You are entitled to £8 a day compensation for loss of service with broadband problems and Sky is one of 95% of Internet Service Providers (ISPs) who are committed to a compensation scheme that is now in place.


The Consumer Rights Act 2015 states that any goods, services or products you buy should be;

  • As described
  • Fit for purpose
  • Satisfactory quality
  • Services need to be carried out with due skill and care

Consumers have rights as well as expectations, and a reliable broadband connection is considered a necessity nowadays and not a luxury we can do without.


I spoke about plans for compensation for internet service failure in February 2018 and this has now been implemented.

Ofcom has stated that an Internet Service Provider (ISPs) will issue £8 a day refunds when a customer’s landline or Internet service fails and is not fully fixed within 2 business days, and £8 a day for each full day it is still not fixed after that.

You are also entitled to £25 compensation for every missed appointment.

This is a voluntary code and the main ISPs have committed to this. You should not have to ask for compensation as it should be automatically paid. However, as is the standard in this country, you need to force the issue and get it paid out otherwise the firms will try and duck the issue to save costs.



It’s just typical that firms will pass the buck and blame someone else rather than be open and honest and apologise for the inconvenience.

Why can’t firms make the customer aware of their rights and go the extra mile by helping them claim for the compensation they are entitled to under the Consumer Rights Act 2015 and this voluntary code? Why should I have to write a book to help consumers get what they are entitled to?

We put up with any old rubbish in this country and part of the problem is that consumers are not fully aware of their rights.

I am though, and that is why I do what I do to help and inspire others to hold firms and individuals to account for their actions.

Have you had broadband problems? If so, how did you resolve it?

Pin It on Pinterest

Share This

Share this post with your friends!