{"id":24725,"date":"2020-11-14T00:01:14","date_gmt":"2020-11-14T00:01:14","guid":{"rendered":"https:\/\/www.ispreview.co.uk\/?p=24725"},"modified":"2020-11-10T13:09:55","modified_gmt":"2020-11-10T13:09:55","slug":"plusnet-vodafone-and-ee-drag-feet-over-automatic-compensation","status":"publish","type":"post","link":"https:\/\/www.ispreview.co.uk\/index.php\/2020\/11\/plusnet-vodafone-and-ee-drag-feet-over-automatic-compensation.html","title":{"rendered":"Plusnet, Vodafone and EE Drag Feet Over Automatic Compensation"},"content":{"rendered":"

After almost 20 months of waiting it’s become increasingly disappointing to find that three of the UK home broadband ISPs that originally pledged their support to Ofcom<\/a>’s new automatic compensation system for customers – Vodafone<\/a>, Plusnet<\/a> and EE<\/a> – have yet to officially join the scheme.<\/p>\n

The new voluntary system, which went live from 1st April 2019 (full summary here<\/a><\/strong>), 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.<\/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 (e.g. BT<\/a>, Sky Broadband<\/a>, TalkTalk<\/a>, Virgin Media<\/a>), including a few smaller ones like Utility Warehouse<\/a>, Hyperoptic<\/a>, NOW TV<\/a> (NOW Broadband) and Zen Internet<\/a>.<\/p>\n

Despite this it doesn’t take a genius to spot that there are a few recognisable names still missing. Vodafone<\/a> originally pledged to join by the end of 2019, but they later adjusted that to “Summer 2020<\/em>” (here<\/a>) and we’re still waiting. Plusnet<\/a> also pledged to join the scheme “as soon as possible<\/em>“, but have yet to do so. Finally, EE<\/a> aimed to go live this summer but missed that window (EE<\/a> and Plusnet<\/a>’s parent operator – BT<\/a> – had no such trouble).<\/p>\n

The Current Position<\/strong><\/span><\/h3>\n

In fairness the providers, much like the rest of the country, have faced a particularly challenging year due to the COVID-19<\/strong> pandemic and its associated lockdowns, which delayed a lot of work projects. Ofcom<\/a> similarly relaxed their enforcement of certain consumer protection measures during the first lockdown (here<\/a>), which ran from late March to May\/June and has now hit again.<\/p>\n

Nevertheless, Ofcom<\/a>’s spokesperson told ISPreview.co.uk that they were still “disappointed some large providers are yet to fulfil their earlier public commitments to join.<\/em>” Once again, we’ve shot a message off to ask Vodafone<\/a>, EE and Plusnet what their current plan is.<\/p>\n

NOTE:<\/strong> Some of these ISPs will still provide compensation when things go wrong, albeit often judged on a case-by-case basis.<\/div>\n

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

“We’re working closely with Ofcom and in are in the final stages of getting our Broadband Auto Compensation live. As you\u2019ve noted the second lockdown has provided some further challenges, which we are working through with them and will be sure to update you when we have a confirmed launch date.”<\/p><\/blockquote>\n

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

“We remain committed to joining the auto-compensation scheme and are working hard to introduce it for customers in 2021.”<\/p><\/blockquote>\n

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

“We’ll be joining the auto-compensation scheme early next year when we hope that Government lockdown restrictions will have lifted and there will be no further interruptions to our ability to carry out repairs in our customers\u2019 homes.”<\/p><\/blockquote>\n

We queried the provider’s positions with Ofcom, which told us that Vodafone have been making the necessary changes; but previously targeted October 2020 to launch, and has yet to provide a firm date. Meanwhile EE was said to have provided assurances that it has now completed the necessary systems developments and is ready to join, but they have since delayed that again due to the COVID-19<\/strong> crisis and are instead waiting until repair engineering activity is back to normal. Finally, the regulator said they expect Plusnet to join in April 2021.<\/p>\n

A few months ago Ofcom issued their first update on the new system of automatic compensation (here<\/a>), which found that almost all of the providers included in their analysis took an average of 2 days or less to resolve faults (EE was the only one to take 3 days or less, while Virgin Media<\/a> took just 1 day).<\/p>\n

As for missed appointments, Openreach<\/a> – used by several of the signatory ISPs – missed just 1.4% of new install appointments (1.9% last year) and 1.5% of repairs (1.8% last year). By comparison Virgin Media<\/a> missed 0.7% of all appointments for installs (0.1% last year) and 1.7% for repairs (0.7% last year). KCOM<\/a> also missed 0.1% of installation appointments and 3.5% of repairs in 2019.<\/p>\n

The scheme has so far seen over \u00a320.7m<\/strong> (\u00a39.7m on delayed repairs, \u00a31.6m on missed appointments and \u00a39.5m on delayed installs) being paid out to 600,000 broadband and landline customers who experienced problems with their service. This is more than double the \u00a38m that Ofcom estimated was paid out over an equivalent 6-month period before the scheme was in place.<\/p>\n

To sum up. The good news is that Vodafone, EE and Plusnet do still expect to join, but the pressures created by COVID-19 and its associated lockdowns are continuing to create problems. As for why more ISPs don’t join, the high cost and technical requirements (new systems needed etc.) of supporting such a scheme often discourages them. Such costs often end up being passed on to end users via price rises.<\/p>\n","protected":false},"excerpt":{"rendered":"

After almost 20 months of waiting it’s become increasingly disappointing to find that three of the UK home broadband ISPs that originally pledged their support to Ofcom’s new automatic compensation system for customers – Vodafone, Plusnet and EE – have yet to officially join the scheme.<\/p>\n","protected":false},"author":1,"featured_media":24727,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"ngg_post_thumbnail":0,"footnotes":""},"categories":[1],"tags":[405,36,84,96],"class_list":["post-24725","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-uk_isp_news","tag-ee","tag-ofcom-regulation","tag-plusnet","tag-vodafone"],"share_on_mastodon":{"url":"","error":""},"yoast_head":"\nPlusnet, Vodafone and EE Drag Feet Over Automatic Compensation - ISPreview UK<\/title>\n<meta name=\"description\" content=\"After almost 20 months of waiting it's become increasingly disappointing to find that three of the UK home broadband ISPs that originally pledged their\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.ispreview.co.uk\/index.php\/2020\/11\/plusnet-vodafone-and-ee-drag-feet-over-automatic-compensation.html\" \/>\n<meta property=\"og:locale\" content=\"en_GB\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Plusnet, Vodafone and EE Drag Feet Over Automatic Compensation - 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