Broadband or Landline Down? You May Be Owed Automatic Compensation
Most big broadband and landline providers must pay you automatically for slow repairs, missed engineer visits and late start dates.
When your broadband or landline stops working, the last thing you want is a fight for compensation. Under Ofcom's automatic compensation scheme, most big providers should pay you without you having to ask.
What You Can Get
Slow Repair
£10.34 for each day your home broadband or landline is still not fixed, once it has been down for more than 2 full working days after you reported the fault.
Missed Appointment
£32.31 for each engineer appointment that is missed.
Late Start
£6.46 for each day a new service starts later than promised.
How It Is Paid
Usually as a credit on your bill within 30 days. The amounts rise with inflation each April; these apply from 1 April 2026.
Who Takes Part
Most of the largest providers are in the scheme, including BT, EE, Plusnet, Sky, TalkTalk, Virgin Media and Vodafone. Check Ofcom's list for the full, current list. The scheme covers home broadband and landlines, not mobile phones.
If You Have Not Been Paid
- Check your bill for a credit once the problem is fixed.
- Contact your provider in writing with the dates of the fault, the missed visit or the promised start date, and ask for the compensation.
- Make a formal complaint if it refuses.
- Go to the dispute scheme after 6 weeks (since 8 April 2026), or sooner with a deadlock letter. It is free.
More detail and a letter: broadband down or engineer no-show.
- Quicker complaints resolution and more money in your pocket when things go wrong (Ofcom, 8 April 2026, checked 18 October 2026)
- Automatic compensation: what you need to know (Ofcom)
Ready to Take Action?
Tell us what happened. Our initial case review is free.