Press release:

uSwitch comments on Ofcom plans for broadband and landline users to be automatically compensated for poor service

Commenting on plans published by Ofcom which would see landline and broadband customers who suffer slow repairs, missed appointments and delayed installations receive money back from their provider without having to ask, Ewan Taylor-Gibson, broadband expert at, comments:

“The plans to automatically compensate broadband and landline customers that have experienced slow repairs, missed appointments, or delayed installations, should be welcomed as it will finally remove the onus on consumers to manage it themselves.

“As it stands, only one in seven customers (15%) who have experienced these issues have had compensation paid out. Today’s announcement means the impetus is on providers to keep to their word.

“We’re so reliant on broadband that, for many, the prospect of any downtime may be practically unimaginable – especially for the 25% of adults who now work from home part or full time.

“While the level of compensation proposed – £25 per missed appointment for example – might not make up for missing a day’s work, the collective financial burden on providers will increase the pressure to improve service.”

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About us

Launched in September 2000, uSwitch is an online and telephone price comparison and switching service, helping consumers get a better deal on gas, electricity, broadband, TV services, mobiles and personal finance products including mortgages, credit cards, car and home insurance. Last year we saved UK consumers over £278 million on their energy bills alone.

Customers can sign up to an account that automatically monitors the energy market and notifies them when they can move to a cheaper tariff, while broadband customers can conduct a speed test to find out how fast their broadband is and identify the best deal for their postcode.

The multi award-winning 'Switching Made Simple' app allows customers to compare energy, broadband, credit card, mobile and SIM-only deals – and uSwitch also has a UK contact centre manned by energy and broadband experts. Customers can post their latest energy bills to FREEPOST USWITCH to receive a free call back and be guided through the comparison process, or they can email with their postcode and usage details.

uSwitch is owned by ZPG, which operates some of the UK’s most trusted digital brands that help empower smarter property and household decisions including Zoopla, Money, PrimeLocation and SmartNewHomes.

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