Broadband bill explained: Britons could be due compensation if they have slow connection

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Through Ofcom’s automatic compensation scheme, families may be due money back as a result of a slow connection. Multiple broadband providers are signed up to it, including BT, Hyperoptic, Sky, NOW Broadband, TalkTalk, Virgin Media and Zen. As broadband prices continue to rise, this compensation scheme could be useful for those looking to save money if affected.

According to the rules of the scheme, if a provider does not fix a fault after two working days then the customer can claim compensation simply by reporting the fault to them.

On top of this, customers of participating broadband providers are eligible for compensation for missed engineer appointments and delays to installation.

After someone has reported a server poor connection or loss of service to the provider, an £8 payment is due to cover the first two days.

Following this, an additional £8 is due for everyday the fault which continues to be unfixed up to a maximum of 60 days.

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In the case of a broadband provider failing to send an engineer to a household on an agreed date, customers can claim £25.

For any delays to starting a new broadband service, customers can claim £5 for each day without a live connection.

This is applicable if the service is still not activated by one minute to midnight on the date provided on sign up.

Recent research carried out by Uswitch.com found nine million Britons believe they are not getting the speeds they believe they signed up for from their broadband provider.

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A quarter of respondents admitted they regularly get a slow connection in comparison to seven percent who never do.

Some 46 percent of affected customers shared that they have asked for compensation from their provider.

Ernest Doku, a broadband expert at Uswitch.com, discussed how “sluggish” connections are hurting consumers.

Mr Doku explained: “With mid-contract broadband prices looming in the spring, it can be infuriating when such an essential service doesn’t do what you expect to be paying for.

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“Latest Ofcom data shows over a third of households can now get full fibre connections, offering speeds of up to 1,000 Mbps, so if you’re struggling with sluggish broadband, the chances are there are far faster packages you can move to.

“When choosing a broadband deal, it’s important to remember that the headline speeds shown are national averages for the provider, rather than a promise of what you will get.”

The consumer expert shared what households could do to check their broadband speed and see if they qualify for financial compensation.

He added: “A provider should send you a minimum guaranteed speed, and a speed range when you take out a deal, and this will be what you can use to see if your connection is living up to the billing.

“If you are unsure what speeds are available to you, run a comparison of the broadband packages on offer in your area and make sure you read the fine print before you sign on the dotted line.

“If you have already taken out a broadband deal and don’t think you’re getting the speeds you are paying for, do a speed test and speak to your provider about the service you are receiving.

“If you are regularly falling below the minimum guaranteed speed, you could be entitled to compensation and your provider should look to solve your slow connection.”



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