{"id":21258,"date":"2020-02-26T07:14:11","date_gmt":"2020-02-26T07:14:11","guid":{"rendered":"https:\/\/www.ispreview.co.uk\/?p=21258"},"modified":"2020-02-26T07:15:28","modified_gmt":"2020-02-26T07:15:28","slug":"plusnet-vodafone-and-ee-stalled-over-automatic-compensation","status":"publish","type":"post","link":"https:\/\/www.ispreview.co.uk\/index.php\/2020\/02\/plusnet-vodafone-and-ee-stalled-over-automatic-compensation.html","title":{"rendered":"Plusnet, Vodafone and EE Stalled Over Automatic Compensation"},"content":{"rendered":"

Ofcom<\/a>’s automatic compensation system for customers of UK broadband ISPs has now been in operation for almost a full year, but despite that three of the providers that originally pledged their support – Vodafone<\/a>, Plusnet<\/a> and EE<\/a> – have yet to officially join the scheme. But this could be about to change.<\/p>\n

The new system, which is voluntary and went live from 1st April 2019, is essentially designed to compensate consumers by \u00a38 per day for delayed repairs following a loss of broadband (assuming it isn’t fixed within 2 working days). Missed appointments can also attract compensation of \u00a325 and a delay to the start of a new service would be \u00a35 per day (full summary here<\/a>).<\/p>\n

A quick glance at the regulator’s list of signatory ISPs reveals that most of the major home broadband providers have joined the scheme and the latest addition this month is the Utility Warehouse<\/a>. Despite this it doesn’t take eagle eyes to spot that there are a few recognisable names still missing from that list, including some that were expected to have joined by the end of last year.<\/p>\n

Supporting ISPs (Automatic Compensation)<\/strong><\/span>
\nBT<\/a> (joined 1 April 2019)
\nHyperoptic<\/a> (joined 28 October 2019)
\nSky Broadband<\/a> – including NOW TV<\/a> \/ Broadband (joined 1 April 2019)
\nTalkTalk<\/a> (joined 1 April 2019)
\nUtility Warehouse (joined 17 February 2020)
\nVirgin Media<\/a> (joined 1 April 2019)
\nZen Internet<\/a> (joined 1 April 2019)<\/p><\/blockquote>\n

At the time of the launch announcement (31st March 2019) Vodafone<\/a> was said to have “also agreed to the new terms, and will start paying compensation automatically later this year<\/em>,” but by the end of 2019 the provider was nowhere to be seen.<\/p>\n

The same announcement also stated that EE<\/a> “has agreed to the new terms and expects to be able to start paying compensation automatically next year<\/em>,” while Plusnet<\/a> merely said it had “also committed to the scheme<\/em>” but apparently neither have been “committed<\/em>” enough to actually do so.. yet. Naturally we shot off a message yesterday morning to ask Vodafone, EE and Plusnet what the hold-up was.<\/p>\n

A Vodafone UK Spokesperson said:<\/strong><\/p>\n

“We aim to introduce automatic compensation for our home broadband customers by Summer, this year. Just recently, we supported and implemented a scheme to notify customers when their mobile contact is coming to an end. Furthermore, we are also working on applying new regulations set by the European Electronic Communications Code (EECC) that comes into effect this year.”<\/p><\/blockquote>\n

A Plusnet Spokesperson said:<\/strong><\/p>\n

“We remain committed to rolling out the auto-compensation scheme as soon as possible. In the meantime, when things go wrong our award-winning customer service team will do everything they can to help, which includes providing compensation on a case by case basis.”<\/p><\/blockquote>\n

An EE Spokesperson added:<\/strong><\/p>\n

“We\u2019re working to provide our customers the best customer service in the UK, and are always looking to improve if things go wrong. We’re working with Ofcom<\/a> and will be implementing the Automatic Compensation scheme in Summer 2020.”<\/p><\/blockquote>\n

We’re pleased to see that both Vodafone and EE intend to join the scheme this Summer. The odd one out above is Plusnet, which as part of the BT<\/a> group (alongside EE) is one provider that we would have expected to be ready by now and yet they still seem to offer no clear indication of when they’ll join.<\/p>\n

Separately Ofcom has also previously said that it “would welcome other providers, such as … Post Office, SSE and KCOM<\/a> joining,<\/em>” but so far none of them appear to have made a commitment. In fairness the high cost and technical requirements (new systems needed etc.) of supporting such a scheme often discourages providers from putting their name to it (such costs usually end up being passed on to end users via price rises etc.).<\/p>\n

Back in 2017 Ofcom estimated that up to 2.6 million customers<\/strong> could receive up to \u00a3142 million<\/strong> per year in automated compensation payments. We did ask Ofcom if they had any statistics to show how much the scheme had been used since launch and apparently they intend to report on this during the coming Spring 2020.<\/p>\n","protected":false},"excerpt":{"rendered":"

Ofcom’s automatic compensation system for customers of UK broadband ISPs has now been in operation for almost a full year, but despite that three of the providers that originally pledged their support – Vodafone, Plusnet and EE – have yet to officially join the scheme. 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