Guides › Broadband, Phone and Mobile Contracts › Broadband Down or Engineer No-Show? Automatic Compensation
Broadband Down or Engineer No-Show? Automatic Compensation
If your home broadband or landline is not fixed after 2 full working days, an engineer misses an appointment, or your new service starts late, a provider in Ofcom’s automatic compensation scheme should credit you without you asking. If it does not, ask in writing.
At a Glance
Your Rights
What the rules say, with a link to the official source for each.
Ofcom's Automatic Compensation Scheme
Who Takes Part
According to Ofcom: BT, EE, Hyperoptic, Plusnet, Sky (including NOW Broadband), TalkTalk, Utility Warehouse, Virgin Media, Vodafone and Zen Internet. For TalkTalk, restrictions apply to customers not on the Openreach network. source
Delayed Repair
£10.34 for each calendar day your service is not fixed, once it has been down for more than 2 full working days after you reported the fault. Amounts rise with inflation each year. source
Missed Appointment
£32.31 for each engineer appointment that is missed. source
Delayed Start
£6.46 for each calendar day your new service starts late. source
When It Is Paid
Unless you agree otherwise, as a credit on your bill within 30 calendar days of the problem being resolved, the appointment being missed, or the new service starting. The credit may show on a later bill. source
What It Covers
Home broadband and landline services from the providers in the scheme. It does not cover mobile. source
If It Is Not Put Right
Free Dispute Resolution
If your complaint is not resolved, you can use a free alternative dispute resolution (ADR) scheme once six weeks have passed since your initial complaint, or earlier if you receive a deadlock letter. The two schemes are the Communications and Internet Services Adjudication Scheme (CISAS) and the Communications Ombudsman. All providers must belong to one. source
Ofcom
Ofcom does not investigate individual complaints, but you can report problems through its monitoring form, which may inform investigations into companies. source
Time Limits to Know
Miss a deadline and you can lose a right. Check the dates on your own paperwork.
- 2 working daysFault fixed before compensation startsAfter that, compensation is paid for each calendar day
- 30 daysCompensation credited to your billWithin 30 calendar days of the problem being resolved
- 6 weeksWait before going to a free ADR schemeSix weeks from your complaint, or earlier with a deadlock letter
Steps to Take
Step 1 of 4
Report the fault to your provider and keep the reference number, dates and times.
Step 2 of 4
Note any missed engineer appointments and every day without service.
Step 3 of 4
Check your next bills for the credit. If it is missing, ask your provider in writing. Use the ready-to-use letter further down this page.
Step 4 of 4
If it is not sorted after 6 weeks, or sooner with a deadlock letter, use your provider’s free ADR scheme.
(Tap the numbers to reveal steps)
Where to Go If It Is Not Put Right
Your options, in order, and when each one applies.
Your Provider's Complaints Team
Always start here, in writing, and keep a copy.
CISAS or the Communications Ombudsman (ADR)
Six weeks after your complaint, or when you receive a deadlock letter. Free for you. Your provider will say which scheme it belongs to.
Ofcom's Monitoring Form
To report a problem. Ofcom does not investigate individual complaints, but reports can inform its action against companies.
Good to Know
Small things that make your complaint stronger.
The scheme is voluntary. If your provider is not in it, check its own terms for any compensation it offers.
The amounts rise with inflation each year, so check Ofcom’s page for the current figures.
Keep a simple diary of days without service and any appointments that were missed.
Ready-to-Use Letter
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]
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Lead reviewer
Luke Marley
Founder and Lead Reviewer
Luke founded CPUK in 2026 after seeing how hard it is for ordinary people to get problems with companies put right. He oversees our guides and checks them against official sources.
Research by Katie Burt, Co-founder and Operations Lead (17 years in the care sector, including managing services for vulnerable adults), and the CPUK Research Team. Researched with AI-assisted research tools, then checked and corrected by our team.
Last checked: 13 October 2026. We are not paid by the companies we write about. Adverts never affect our guidance. Read our editorial policy.
Sources and official links
- ofcom.org.uk/phones-and-broadband/service-quality/automatic-compensation-need-know Checked 13 October 2026
- ofcom.org.uk/complaints/complain-about-phones-or-internet-services/contracts Checked 12 October 2026