Broadband Compensation: How Much You Can Get If Your Service Goes Wrong New

Ofcom’s automatic broadband compensation scheme is live now. You could be owed money automatically if your broadband or landline provider lets you down – and you may not need to make a separate compensation claim to get it.

The scheme is designed to protect you when certain broadband or landline problems are not fixed quickly enough. The scheme applies to residential fixed broadband and landline products from providers that have signed up to it.

It covers three common problems: Delayed repairs after a loss of service; Missed engineer appointments; and Delays to the start of a new service. From 1 April 2026, Ofcom’s updated automatic compensation rates are £10.34 per day for delayed repairs, £32.31 for a missed appointment, and £6.46 per day for a delayed service start.

Broadband Compensation: What has changed?

Ofcom has updated the payment amounts under its automatic compensation scheme. The scheme itself is not new, but the increased 2026 rates matter because they set the amount you should receive when your provider fails to meet certain service standards.

If your broadband or landline stops working and your provider does not fix it after the qualifying period, you may be entitled to daily compensation. If an engineer misses an appointment, you may be entitled to a fixed payment. If your new service does not start on the agreed date, you may be entitled to daily compensation until the issue is resolved.

You can check Ofcom’s official guidance here: Ofcom automatic compensation guidance.

Broadband Compensation:  Who is affected?

You may be affected if you are a residential broadband or landline customer and your provider is signed up to Ofcom’s automatic compensation scheme.

Many major providers participate in the scheme, including BT, EE, Hyperoptic, Plusnet, Sky, NOW Broadband, TalkTalk, Utility Warehouse, Virgin Media, Vodafone and Zen Internet. However, you should still check Ofcom’s latest guidance or ask your provider directly, because scheme participation and product coverage can change.

The scheme mainly covers fixed broadband and landline services. It does not work in exactly the same way for mobile signal problems.

Broadband Compensation: When can you get compensation?

You may qualify if your broadband or landline service stops working and is not repaired after two full working days. Once the compensation period starts, you can receive £10.34 for each calendar day the service remains unrepaired.

You may also qualify if an engineer does not turn up for a scheduled appointment, or if the appointment is cancelled with less than 24 hours’ notice. In that case, the payment is £32.31.

If your provider promises to start a new broadband or landline service on a specific date but fails to do so, you can receive £6.46 for each calendar day of delay, including the missed start date.

Broadband Compensation: What do you need to do?

For a missed appointment or delayed start to a new service, your provider should pay compensation automatically if your issue qualifies.

For a broadband or landline fault, you need to report the problem to your provider. This is important because the compensation clock depends on your provider knowing there is a fault.

Keep a simple record of the fault. Note the date and time you reported it, the reference number, what your provider said, and whether you were offered an engineer appointment. If you use live chat, save the transcript. If you speak by phone, make a note of the date and what was agreed.

Broadband Compensation: How will you receive the money?

Compensation is usually paid as a credit on your bill unless you agree to another form of payment. Your provider can offer another form of compensation, but it must be the same value or higher.

Your provider should also tell you how much you would have received as a bill credit, so you can see whether the alternative is fair.

Broadband Compensation: When might you not get compensation?

You may not receive automatic compensation if the problem is caused by equipment or activity inside your home. For example, if your own router, wiring or device is responsible for the fault, the scheme may not apply.

You may also lose entitlement if you caused the service failure, breached your contract, or prevented your provider from fixing the issue.

If your provider says you do not qualify, ask for a clear explanation in writing. You should also ask which part of the scheme rules they are relying on.

Your practical next steps

1. If your broadband or landline stops working, report it to your provider as soon as possible and keep proof of the report.
2. Check whether your provider is signed up to the scheme using Ofcom’s official page: Ofcom automatic compensation scheme.
3. If your engineer appointment is missed or cancelled with less than 24 hours’ notice, ask when the £32.31 compensation will be applied to your account.
4. If your new service does not start on the promised date, keep the original activation confirmation and ask your provider to confirm the daily compensation amount.
5. If you are not paid within the expected timeframe, make a formal complaint to your provider. If the issue remains unresolved, use Ofcom’s complaints guidance to find the correct next step.

People Also Ask…

Do you have to claim broadband compensation yourself?

In many cases, no. If your provider is signed up to Ofcom’s automatic compensation scheme, compensation should be paid automatically for qualifying missed appointments and delayed service starts. For a loss of service, you must report the fault first.

How much can you get if your broadband is not repaired?

You can receive £10.34 for each calendar day your service is not repaired after the qualifying period.

How much can you get for a missed broadband engineer appointment?

You can receive £32.31 if an engineer misses a scheduled appointment or the appointment is cancelled with less than 24 hours’ notice.

Does the scheme cover mobile phone outages?

The automatic compensation scheme focuses on residential fixed broadband and landline products. Mobile problems are not covered in the same way under this scheme.

What should you do if your provider refuses to pay?

You should raise a complaint with your provider and ask for a clear explanation. If the complaint is not resolved, you can escalate it through an approved alternative dispute resolution service.