Automatic compensation

We’re dedicated to giving you the best experience possible and if we let you down, we always do our best to put things right.  

As part of our commitment you, we’re part of Ofcom’s voluntary Automatic Compensation Scheme, which means you can receive compensation from us when things don’t go to plan.  

Here’s how it works:  

Delayed activation  

If we’re unable to get your service active on the agreed activation date (set out in the email we sent you) between 1 April 2025 and 31 March 2026 we’ll give you £6.24 bill credit for the missed activation and an additional £6.24 credit for every day until we get you connected.

Service outages  

If you lose service completely, please let us know as soon as you can. If we’re unable to get you back online within 2 working days of you reporting the outage to us, from 1 April 2025 to 31 March 2026 we’ll give you £9.98 bill credit for each following day after the initial 2 working days you’re without service for any outages that you weren’t notified about by us in advance.

Missed appointments   

If our engineer doesn’t show up for your appointment to provide you with or to repair our broadband service, or you’ve been given less than 24 hours’ notice of any change or cancellation, between 1 April 2025 to 31 March 2026 we’ll give you £31.19 bill credit.

Please note that all compensation mentioned above is subject to our Automatic Compensation Policy.  Please read it for further details.

If you have any questions, the quickest way to reach us is through My Account support request. Alternatively, you can call us on 0333 332 1105.