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New Ofcom rules will force UK ISPs to give automatic refunds to users when things go wrong

Most of the UK's major ISPs have already agreed to these new rules

The UK's major ISPs will now provide users with automatic refunds when  services are delayed or go down

New Ofcom rules will force UK ISPs to give automatic refunds to users when things go wrong

Since March of this year, Ofcom, the UK's independent regulator and competition authority for telecommunications, has been working to improve the way that ISPs give users refunds, be it for missed appointments, delays in starting new services or delays in fixing online services and other faults. 

Now Ofcom has created new industry regulations that will force ISPs to deliver automatic refunds, without users even having to ask for it, with BT, Sky, TalkTalk, Virgin Media and Zen Internet all agreeing to the new guidelines. These providers cover 90% of the industry, which means that this new agreement will be of benefit for the majority of those who use online services in the UK.     

Right now, Ofcom says that "around one in seven" customers who suffer from slow repairs, delayed installations or missed engineer appointments get any form of compensation and even then the payouts are minuscule. These new rules will set out how much consumers are owed as compensation and force ISPs to pay-out automatically. 

These new automatic compensation scheme will have a 15-month implementation period before these new rules come into effect, which will help to ensure a smooth transition over to these new rules. These rules will force ISPs to improve their quality of service, which will undoubtedly help consumers in the long term. 

 

 

We know how frustrating it can be when you’re without broadband. Waiting too long for a fault to be fixed, or a service to be installed, is not acceptable.

If this happens to you, we think your telecoms provider should give you compensation. And you shouldn’t have to jump through hoops to get it.

So Ofcom set out plans to ensure broadband and landline providers automatically pay out when things go wrong. Now, the major telecoms firms have agreed.

This means millions of broadband and landline customers will get money back, when:
· a problem isn’t fixed quickly enough
· an engineer doesn’t turn up
· or a new service isn’t ready on time

This is one of the ways Ofcom is acting on behalf of telephone and broadband customers.

 

  

The UK's major ISPs will now provide users with automatic refunds when  services are delayed or go down

 

These new rules will be of huge benefit to those who utilise online services for both work and relaxation, with these rules being especially helpful to small or medium-sized businesses who utilise residential, rather than enterprise broadband services. If ISPs are forced to pay out when users experience issues, you can count on ISPs working harder to ensure that no issues happen in the first place.    

You can join the discussion on Ofcom's new automatic refunds scheme on the OC3D Forums

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Most Recent Comments

10-11-2017, 08:54:22

AngryGoldfish
Glad to see this implemented. Telephone and broadband providers tend to walk all over their customers.Quote

10-11-2017, 10:24:26

g0ggles1994
Quote:
Originally Posted by AngryGoldfish View Post
Glad to see this implemented. Telephone and broadband providers tend to walk all over their customers.
Agreed, I'm glad we have Ofcom for all this kind of stuff. I hope more of this kind of regulation done in other industries as wellQuote

11-11-2017, 03:54:28

Damien c
I said it before when this was only a suggestion, and I will say it again this is a complete joke.

Just get ready for the price increases to cover the potential payouts because utility companies and others don't do the required pre-checks to ensure, where they are digging doesn't cause damage to a ISP's main feeds.

My home internet went down on Monday night, didn't come back up till late last night, not the fault of my ISP but United Utilities who decided to cut the main feed coming out of the head end, new cable had to be put on a rush order because they just don't have 288F cables laying around, pulled in and spliced up cost quite abit of money to fix.

I still had internet though, because I just tethered my phone to my pc and was still getting over 20Mb download speeds, not quite the same as 220Mb that I get on my home internet but still was enough.Quote

11-11-2017, 10:02:37

AngryGoldfish
Quote:
Originally Posted by Damien c View Post
I said it before when this was only a suggestion, and I will say it again this is a complete joke.

Just get ready for the price increases to cover the potential payouts because utility companies and others don't do the required pre-checks to ensure, where they are digging doesn't cause damage to a ISP's main feeds.

My home internet went down on Monday night, didn't come back up till late last night, not the fault of my ISP but United Utilities who decided to cut the main feed coming out of the head end, new cable had to be put on a rush order because they just don't have 288F cables laying around, pulled in and spliced up cost quite abit of money to fix.

I still had internet though, because I just tethered my phone to my pc and was still getting over 20Mb download speeds, not quite the same as 220Mb that I get on my home internet but still was enough.
I'm not sure I understand. Isn't it your ISP's responsibility to claim from United Utilities for their mistake, not your responsibility? In essence, you're being punished for someone else's mistake. Yes, your service provider shouldn't be punished (in your case at least), but neither should you. Your ISP should claim from United Utilities, or whoever made the blunder.

As someone who has had terrible Internet for years and years, I stand by this system. My ISP penalises me for living in an area they can't be assed to service properly. I pay the same rate as my next door neighbour 500m down the road who has twice the speed and no drops. I pay more than my brother who has 1000% faster speeds, just because he lives in a built up area. I think it's atrocious that we are penalised for living rurally. I don't expect to have all of the same amenities as everyone else, but I expect to be charged accordingly. The fact that I have to pay through the roof for something so meagre is unfair. The fact that I've been charged for years when my Internet just would not connect is frustrating.Quote

12-11-2017, 08:50:55

AlienALX
If you even so much as mention Ofcom to ISPs these days they crap their pants.

Case in point..

So when my ex and I split I wanted off of Plusnet any way. They refused to switch the account (which is fair enough, a name change is not possible) so I asked my ex to leave it as it was and I would switch it out of her name onto another ISP in my name. I arranged the switch twice, and both times it failed. What I didn't know at that time was that my ex had arranged a closure which then puts a freeze on the line itself. So you can't switch, because Plusnet own the line etc.

So basically you have to pay £100 for a new line, plus a £30 connection charge and then whatever for the equipment. I knew this was the likely outcome, thanks to my ex's shenanigans.

I phoned BT (figuring hey, they're BT they install the lines) and the guy on the phone assured me it could be switched (even though I told him there was a freeze on the line) and it would cost me around £70 to get connected. I thought this was OK, and agreed (he was in a big old hurry to tuck me up even though I told him I was disabled etc).

Any way, about two hours later I am sitting down to eat my dinner (was at my mother's house, no phone at home) and they call back. Some dude telling me I had to pay a further £130. I got mad, refused, and said "Go and listen to the phone call". I lodged a complaint, then said "Now if you don't mind I will get back to eating my dinner" and hung up.

A few days went by and nothing. Then this woman at BT calls me and leaves a message at mum's house. She was the top brass, ruler of all that is BT. Any way, she said the line could not be switched but she would arrange me a new line for a total cost of £9.99. I was pretty thrilled.

Then, which was odd, a modem arrived about three days later. Even though she told me if I got any emails ignore them etc. I phoned her back, asked her what to do and she said "Sell it". Sweet, got £40 for it lmfao.

When all was said and done I was +£30 and now fully connected. BT phoned me back and pretty much begged me to close the complaint. I now know why.. Basically if they cannot close the complaint within a certain amount of time Ofcom get wind of it and fine the f**k out of them. A mate of mine refused to close his, and got £350 of credit (basically the whole first year free).

So basically? don't put up with BS and don't take any. Just mention Ofcom and they will very quickly poo their pants.Quote
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