Broadband Down or Engineer No-Show? Automatic Compensation
The Ofcom voluntary compensation scheme for broadband and landline faults, which providers take part and how to ask.
Short answer: If your home broadband or landline is not fixed within 2 working days, or an engineer misses an appointment, a participating provider should pay you compensation automatically, and you can ask if it does not.
The Rule
- Who takes part (Ofcom’s list): BT, EE, Hyperoptic, Plusnet, Sky, TalkTalk, Utility Warehouse, Virgin Media, Vodafone and Zen Internet. TalkTalk’s participation is limited for customers not on the Openreach network.
- Amounts when Ofcom last updated its page (20 July 2026): £10.34 a day for a delayed repair (after 2 working days), £32.31 for a missed or late-cancelled engineer appointment and £6.46 a day for a delayed start of service. Amounts rise with inflation each year, so check Ofcom’s page for the current figures.
- Credit should be paid within 30 calendar days of the problem being resolved.
- It covers home broadband and landline, not mobile. It is a voluntary scheme, so other providers may have their own policy.
- If it is not resolved, the Communications Ombudsman (or the other scheme your provider uses) can look at it. The wait before you can go there is now 6 weeks.
What to Do
- Report the fault and keep the reference number, dates and times.
- Note any missed appointments and any days without service.
- Ask the provider in writing to pay the compensation, using the letter below, if it has not been credited.
- If unresolved after 6 weeks, or sooner with a deadlock letter, contact the ombudsman scheme shown in your provider’s company guide.
Ready-to-Use Letter or Email
Copy this, fill in the square brackets and send it in writing. Keep a copy and proof of sending.
Subject: Compensation for [delayed repair / missed appointment], account [number] Dear [provider], My [broadband / landline] fault was reported on [date], reference [reference]. It was [fixed on date / not fixed until date]. [An engineer appointment on date was missed or cancelled late.] Under Ofcom's automatic compensation scheme I am due [amount]. Please credit my account within 30 days or explain in writing why compensation is not due. Yours sincerely, [Your name]
Related
Sources
Last checked 4 October 2026. Rules change, so check the official page before you rely on this. This is general information, not legal advice.
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