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 uSwitch.com, 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.”