If your broadband goes down and isn't fixed quickly, an engineer doesn't turn up, or your new service starts late, most big providers pay you money automatically. You don't need to ask.
Automatic compensation amounts from 1 April 2026
| Problem | What you get |
|---|---|
| Your broadband or landline stops working and isn't fixed after two full working days | £10.34 for each calendar day it isn't fixed |
| An engineer misses an appointment, or cancels with less than 24 hours' notice | £32.31 per appointment |
| Your new service starts late | £6.46 for each calendar day of delay |
The amounts rise with inflation each April. Compensation is paid as a credit on your bill, normally within 30 days of the problem being fixed.
Which providers pay it
The scheme is voluntary. These providers have signed up: BT, EE, Hyperoptic, Plusnet, Sky (including NOW), TalkTalk, Utility Warehouse, Virgin Media, Vodafone and Zen. TalkTalk's commitment has some limits on networks other than Openreach.
If your provider isn't on the list, check your contract. You can still complain and ask for compensation.
How to complain
- Contact your provider's customer service and explain the problem.
- Make a formal complaint if it isn't sorted. Ask for a reference number.
- Ask for a deadlock letter if the provider can't resolve it.
- Go to an ombudsman (ADR scheme) once you have a deadlock letter, or once six weeks have passed since your formal complaint. This was cut from eight weeks for complaints made from 8 April 2026.
Every provider must belong to one of two free schemes: CISAS or the Communications Ombudsman. Your provider will tell you which. Ofcom doesn't handle individual complaints.
How providers compare on complaints
Ofcom publishes how many complaints it receives per 100,000 customers for the largest providers. For broadband between January and March 2026:
| Provider | Complaints per 100,000 customers |
|---|---|
| TalkTalk | 10 |
| Vodafone | 8 |
| BT | 7 |
| EE | 6 |
| Virgin Media | 6 |
| Sky | 5 |
| Plusnet | 4 |
| Industry average | 6 |
Broadband complaints hit a record low in that quarter. Ofcom only reports providers with at least 1.5% of the market, so smaller providers aren't included.