Broadband automatic compensation: what you are owed and when
If your broadband goes down for more than two working days, or an engineer misses an appointment, you may be owed money automatically. Here are the current rates.
Many people do not realise that if their broadband breaks and is not fixed quickly, their provider may have to pay them automatically. You do not need to complain or fill in a form. Here is how Ofcom’s scheme works.
What you can get
These are the rates on Ofcom’s website at the time of writing (September 2026). They rise each year with inflation.
| What happened | What you get |
|---|---|
| Broadband or landline stops working and is not fixed after two full working days | £10.34 for each calendar day it stays broken |
| An engineer misses an appointment, or cancels with less than 24 hours’ notice | £32.31 per missed appointment |
| Your new service does not start on the date promised | £6.46 for each calendar day of delay |
Which providers take part?
The scheme is voluntary, but most large providers have signed up. Ofcom lists ten: BT, EE, Hyperoptic, Plusnet, Sky (including NOW Broadband), TalkTalk, Utility Warehouse, Virgin Media, Vodafone and Zen Internet.
If your provider is not on the list, you may still be able to claim under your contract or through a complaint. Check its terms.
How to make sure you get paid
- Report the fault to your provider straight away. The clock starts when you report it, not when it started. Make a note of the date, time and any reference number.
- You do not need to ask for compensation. For repairs, reporting the fault is enough. For missed appointments and late starts, payment is automatic.
- Check your bill. Payment usually appears as a credit within 30 days.
- If it does not appear, contact your provider and quote the scheme. If that fails, you can use their complaints process and then alternative dispute resolution.
An example
Your broadband stops working on a Monday and you report it the same morning. The two full working days are Tuesday and Wednesday. If it is still broken on Thursday, compensation starts from Thursday. If it is fixed on Sunday, that is four days: Thursday, Friday, Saturday and Sunday, or £41.36 at the current rate.
This is a simplified example. Exactly how the days are counted can depend on when you report the fault and your provider’s terms, so treat it as a guide rather than a guarantee.
Keep a record. Screenshots of the fault report or a note of the call reference make any follow-up much easier.