BT, Sky and Virgin Media customers now receive more compensation if something goes wrong
There is very good news if your broadband is not quite up to scratch. Many of the UK’s largest ISPs agreed in 2019 to pay compensation if things go wrong, with customers getting as much as £ 8 a day for outages that haven’t been resolved or £ 25 if a technician doesn’t show up or cancels the appointment . with a notice period of less than 24 hours.
These new rules were enforced by Ofcom and now the telecom regulator wants these payments for customers to increase in line with inflation.
To explain more, Ofcom said, “From 2021 onwards, payments will increase each year from April 1 based on the consumer price index (CPI) from October 31 of the previous year. The payment increase applies to all new service issues starting April 1. “
Like the team of ISPreview pointed out that the increases aren’t much with a £ 8 refund going up to £ 8.06, but it does mean that customers get a little more if left offline and it’s in their pocket better than their suppliers.
Most ISPs have agreed to pay the compensation, although companies including Vodafone, Plusnet and EE are not yet to sign on the dotted line.
READ MORE: If Your BT Broadband Speeds Are Shockingly Low, These Could Be The Simple Reasons Why
Here are all the ISPs that are part of Ofcom’s program.
• BT (joined April 1, 2019)
• Hyperoptic (joined October 28, 2019)
• Sky (including NOW Broadband) (joined April 1, 2019)
• TalkTalk (joined April 1, 2019)
• Utility Warehouse (joined February 17, 2020)
• Virgin Media (joined April 1, 2019)
• Zen Internet (joined April 1, 2019)
Ofcom says the plan should let customers take advantage of £ 142 million in payments – roughly nine times the amount they received before launch.
About the automatic compensation, Sharon White, Chief Executive of Ofcom said: “We find it unacceptable that people wait for a new line or an outage to be fixed.
“These new protections mean that telephone and broadband companies want to avoid problems in the first place. But if they fall short, customers should be treated fairly and get a refund, without having to ask for it.
“We welcome the companies’ commitment to this arrangement, which acts as a strong incentive to improve customer service.”
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