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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

In return for using our commentary on UK telecoms issues, we would deeply appreciate a link to https://www.cable.co.uk


What is Cable?

Cable 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, running research fieldwork both nationally and internationally on behalf of the biggest players in the industry. Dan is now consumer telecoms analyst at Cable, as well as more formally operating in the role of its Director of Communications and Content.

An experienced broadcaster, commentator and writer, Dan has appeared on BBC TV and radio, ITV, Sky and in the national papers. Dan has advised Ofcom on issues surrounding service quality, administered Cable’s Broadband Service Quality Awards and sat on the panel of judges for the Internet Service Providers Association annual awards.

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