{"id":44758,"date":"2026-04-04T00:01:02","date_gmt":"2026-04-03T23:01:02","guid":{"rendered":"https:\/\/www.ispreview.co.uk\/?p=44758"},"modified":"2026-04-01T16:42:09","modified_gmt":"2026-04-01T15:42:09","slug":"ofcom-raise-uk-consumer-compensation-payments-for-broadband-isp-woes","status":"publish","type":"post","link":"https:\/\/www.ispreview.co.uk\/index.php\/2026\/04\/ofcom-raise-uk-consumer-compensation-payments-for-broadband-isp-woes.html","title":{"rendered":"Ofcom Raise UK Consumer Compensation Payments for Broadband ISP Woes"},"content":{"rendered":"

The UK telecoms and internet content regulator, Ofcom<\/a>, has just increased the payment amounts that are issued to consumers under their automatic compensation system, which requires supporting home broadband ISPs to compensate customers (cash or bill credits) for serious internet connectivity outages and delivery delays.<\/p>\n

The voluntary system, which first launched on 1st April 2019 (full summary here<\/a><\/strong>), was originally designed to compensate consumers by \u00a38 per day for delayed repairs following a loss of broadband (assuming it isn\u2019t fixed within 2 working days). Missed appointments could also attract compensation of \u00a325 and a delay to the start of a new service would be \u00a35 per day.<\/p>\n

NOTE:<\/strong> At present this scheme is supported by most of the major ISPs including BT<\/a>, EE<\/a>, Plusnet<\/a>, Hyperoptic<\/a>, Sky Broadband<\/a> (inc. NOW Broadband), TalkTalk<\/a>, Utility Warehouse, Virgin Media<\/a>, Vodafone<\/a> and Zen Internet<\/a> – these ISPs cover 97% of landline and 91% of broadband customers.<\/div>\n

However, the compensation payment amounts are designed to increase annually in line with inflation from 1st April each year, which is based on the Consumer Price Index<\/strong> (CPI) as set on 31st October in the previous year. In other words, the amount that signatory ISPs must pay out to compensate consumers has been steadily rising each year.<\/p>\n

The latest increase means that providers will now need to pay out \u00a310.34 per day for delayed repairs, \u00a332.31 for missed appointments and \u00a36.46 per day for a delay to the start of a new service. One catch here is that higher payments also contribute to general bill hikes and naturally discourages more ISPs from joining voluntarily \u2013 especially smaller providers \u2013 given the high cost and technical requirements of implementation. We should point that some of those self-excluded providers already have their own approaches to compensation, which may or may not be better than Ofcom<\/a>’s.<\/p>\n

In 2024 Ofcom<\/a>’s automatic compensation scheme paid out a total of over \u00a363m to customers when things went wrong with their broadband and\/or landline (down from \u00a367m in 2023), which reflects an overall total of approximately 1 million individual payments (down from 1.2 million in 2023).<\/p>\n

The largest proportion of automatic compensation paid in both 2023 and 2024 was for delays to the start of new services (\u00a341.6m in 2024 and \u00a338.8m in 2023). The overall number of missed appointments and delayed provision incidents have reduced considerably year-on-year (both by 13.2%).<\/p>\n","protected":false},"excerpt":{"rendered":"

The UK telecoms and internet content regulator, Ofcom, has just increased the payment amounts that are issued to consumers under their automatic compensation system, which requires supporting home broadband ISPs to compensate customers (cash or bill credits) for serious internet connectivity outages and delivery delays.<\/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":[36],"class_list":["post-44758","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-uk_isp_news","tag-ofcom-regulation"],"share_on_mastodon":{"url":"https:\/\/mastodon.social\/@ispreview\/116343266985750558","error":""},"yoast_head":"\nOfcom Raise UK Consumer Compensation Payments for Broadband ISP Woes - ISPreview UK<\/title>\n<meta name=\"description\" content=\"The UK telecoms and internet content regulator, Ofcom, has just increased the payment amounts that are issued to consumers under their automatic\" \/>\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\/2026\/04\/ofcom-raise-uk-consumer-compensation-payments-for-broadband-isp-woes.html\" \/>\n<meta property=\"og:locale\" content=\"en_GB\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Ofcom Raise UK Consumer Compensation Payments for Broadband ISP Woes - 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