BROADBAND CUSTOMERS who receive shonky internet service and delayed repairs will now receive automatic compensation.
This might sound like an elaborate April Fool's, but the system was first touted by Ofcom back in November 2017 before finally coming into force on Monday.
According to the telecoms watchdog, just one in seven consumers who encounter botched broadband services have received compensation, noting that "even when they did, this was only in small amounts."
The new scheme will see ISPs offer automatic compensation when appointments get missed, repairs get botched or take longer than promised, and installations are delayed while they mess about with the cabinet for six weeks.
Consumers will be compensated £8 per day for delayed repairs following a loss of broadband service (assuming it isn't fixed within two working days), £5 per day for each day late a service is after installation, and £25 for a missed appointment of a cancellation within 24 hours.
The new scheme could see customers benefit from a total of £142m in payments, according to Ofcom, around nine times the amount they received before.
At the time of writing, BT, Sky, TalkTalk, Virgin Media and Zen Internet have started offering compensation. Hyperoptic and Vodafone will follow suit later this year and EE in 2020. Plusnet has signed up to the scheme but has yet to say when it will begin offering customers compensation.
"We think it's unacceptable that people should be kept waiting for a new line, or a fault to be fixed," said Ofcom chief executive Sharon White.
"These new protections mean phone and broadband firms will want to avoid problems occurring in the first place. But if they fall short, customers must be treated fairly and given money back, without having to ask for it.
"We welcome the companies' commitment to this scheme, which acts as a strong incentive to improve service for customers." µ
'Some of us like the misery'
That'll surely affect its credit score