If your broadband takes too long to repair, an engineer doesn't show, or a new line starts late, participating providers are supposed to pay you automatically — no claim form required.
What the scheme covers
Ofcom's automatic compensation scheme, running since April 2019, requires signed-up providers to pay set amounts when three specific things go wrong: a delayed repair after total loss of service, a missed engineer appointment, and a delayed start to a new service. It covers residential fixed broadband and landline products from providers that have joined — currently including BT, EE, Plusnet, Sky, NOW, TalkTalk, Virgin Media, Vodafone, Utility Warehouse, Hyperoptic and Zen, together covering the large majority of UK broadband and landline customers.
The current rates (from 1 April 2026)
- Delayed repair after total loss of service: £10.34 for each calendar day the fault isn't fixed, starting after 2 full working days from when you reported it
- Missed engineer appointment: £32.31 flat, if an engineer fails to attend a confirmed appointment or reschedules with less than 24 hours' notice
- Delayed start of a new service: £6.46 for each calendar day past the agreed start date
These rates increase annually in line with inflation, so always check the current figures against what actually lands on your bill.
What "total loss of service" actually means
The delayed-repair payment applies to a total loss of service — no internet access at all, or a phone line that can't make or receive calls — not a slow or intermittent connection. The compensation clock only starts once you've reported the fault, so an outage you never reported earns nothing, however long it lasted.
If the credit never arrives
- Confirm your provider is actually signed up to the scheme — check their website or ask directly.
- Check the fault was formally reported, with a date and reference number, since the clock starts there.
- Calculate what you're owed using the current rates and the exact days involved.
- Contact the provider, cite the automatic compensation scheme by name, and ask why it wasn't applied.
- If they still don't pay, raise a formal complaint and escalate to the relevant ADR scheme if unresolved.
What this means practically
- Compensation is meant to be automatic — but providers do miss it, so it's worth checking your bill after any outage.
- Always report a fault the same day it happens; an unreported outage doesn't qualify.
- Missed appointments and delayed activations are flat-rate and easier to prove than a drawn-out repair delay.
- Not every provider participates — check before assuming you're covered.
Sources
- Ofcom — Automatic compensation scheme guidance and rates: ofcom.org.uk
- ISPreview UK — 2026 rate increase announcement: ispreview.co.uk
Related Kibbo Tools
- Broadband Service Problem Checklist — document outages and fault reports correctly so your compensation claim holds up.