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Cable.co.uk comments on Ofcom's automated compensation proposal

  • Consumer watchdog announces plans to ensure broadband and landline providers compensate their customers when things go wrong
  • The compensation would come in the form of either a cash payment or credit on a bill.
  • Ofcom proposes that providers get two working days to fix a broadband or landline service if it has stopped working.

Friday, 24 March 2017: Under plans set out by Ofcom today, customers who suffer slow repairs, missed appointments or delayed installations would receive money back without having to ask.

Ofcom is also suggesting that providers pay £30 every time an engineer misses a scheduled appointment and £6 for each day of delay when a new service is not installed on the date promised.

The regulator said broadband and landline customers experience a loss of service 5.7m times a year, while there are 250,000 missed engineer appointments.

Commenting on the findings Dan Howdle, consumer telecoms analyst at broadband advice site Cable.co.uk, says:

“This proposal will act as a powerful motivator to ensure broadband and landline providers fix problems efficiently and keep their promises. It will ensure that investment in prompt maintenance and customer support becomes a preferable option to letting customers down.

“Broadband and fixed line providers need to take responsibility for the costs incurred in both time and frustration to customers without vital services. This proposal means that taking a day off work to wait in for an engineer who doesn't show up, or being without this essential utility for extended periods comes at a cost to the provider."

Notes to editors

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What is Cable.co.uk?

Cable.co.uk is a broadband, TV and phone comparator, unique news source and consumer champion.

Dan Howdle has been plugged into the attitudes of UK broadband, TV and mobile customers for over two decades. Having spent 12 years at the coalface of consumer telecoms research, initiating and running projects both nationally and internationally on behalf of the biggest players in the industry. Dan is now Director of Communications and in-house consumer telecoms expert for Cable.co.uk.

An experienced broadcaster, commentator and writer who frequently appears on BBC TV and radio, ITV, Sky and in the national papers and their websites, Dan leads a team of journalists and communications folk who spend their days researching and reporting on problems faced by UK broadband, TV and mobile customers both on an individual and macro level.

Dan campaigns on many issues currently facing consumers of broadband, TV and mobile products in the UK. These include, but are not limited to: Rural broadband provision; mobile coverage; broadband, TV and mobile customer contract issues; broadband and mobile broadband speeds; switching and money-saving; infrastructural challenges; pricing, changes and structures; shifts in technology and the marketplace; telecoms regulation, policy and law; fines, adjudications and policy changes; mergers and closures of UK providers; annual financials and more.

Dan has advised Ofcom on issues surrounding service quality. He also administers and adjudicates the yearly Broadband Service Quality Awards and sits on the panel of judges for the Internet Service Providers Association annual awards.

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