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| Version 1 | Version 2 |
|---|---|
| Broadband and landline users to get automatic compensation | Broadband and landline users to get automatic compensation |
| (35 minutes later) | |
| Householders who receive poor service from their telecoms provider are to get automatic compensation, the regulator Ofcom has announced. | Householders who receive poor service from their telecoms provider are to get automatic compensation, the regulator Ofcom has announced. |
| From 2019 they will get £8 a day if a fault is not fixed, paid as a refund through their bill. | From 2019 they will get £8 a day if a fault is not fixed, paid as a refund through their bill. |
| This is less than the £10 that was proposed when Ofcom began its consultation earlier this year. | This is less than the £10 that was proposed when Ofcom began its consultation earlier this year. |
| Providers will also have to pay £5 a day if their broadband or landline is not working on the day it was promised. | Providers will also have to pay £5 a day if their broadband or landline is not working on the day it was promised. |
| If an engineer misses an appointment, they will have to give £25 in compensation. | If an engineer misses an appointment, they will have to give £25 in compensation. |
| Ofcom has estimated as many as 2.6 million people could benefit from the new rules. | Ofcom has estimated as many as 2.6 million people could benefit from the new rules. |
| £142m pay-outs | £142m pay-outs |
| The agreement covers consumers who have contracts with BT, Sky, Talk Talk, Virgin Media and Zen Internet - which make up around 90% of telecoms customers in the UK. | The agreement covers consumers who have contracts with BT, Sky, Talk Talk, Virgin Media and Zen Internet - which make up around 90% of telecoms customers in the UK. |
| Plusnet and EE are expected to join the scheme at a later date. | Plusnet and EE are expected to join the scheme at a later date. |
| How compensation will work | How compensation will work |
| "Waiting too long for your landline or broadband to be fixed is frustrating enough, without having to fight for compensation," said Lindsey Fussell, Ofcom's consumer group director. | "Waiting too long for your landline or broadband to be fixed is frustrating enough, without having to fight for compensation," said Lindsey Fussell, Ofcom's consumer group director. |
| "So providers will have to pay money back automatically, whenever repairs or installations don't happen on time, or an engineer doesn't turn up. | "So providers will have to pay money back automatically, whenever repairs or installations don't happen on time, or an engineer doesn't turn up. |
| "People will get the money they deserve, while providers will want to work harder to improve their service." | "People will get the money they deserve, while providers will want to work harder to improve their service." |
| Ofcom said the scheme would not come in to operation until early 2019, because of the complexities. | |
| It said that billing systems and online accounts would need to be changed, and staff would need to be re-trained. | |
| In total, customers can expect to get £142m in pay-outs every year, according to Ofcom's estimates. | In total, customers can expect to get £142m in pay-outs every year, according to Ofcom's estimates. |
| At the moment telecoms users can get compensation in theory, but only around 15% of those who complain manage to get a refund. | |
| Even then most only get small amounts, said Ofcom. | |
| Which? said that those providers who have not already joined the scheme should do so. |