Ofcom broadband compensation scheme in record payout

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Most people said they were happy with their broadband, despite the large compensation

A record £ 20.7 million compensation was paid to broadband customers who used a new scheme to complain about their service in the last six months of 2019.

The scheme, which does not require formal complaints, has paid for delays in repairs and creating new connections and missed appointments.

Ofcom said only £ 8 million was paid to customers in the first six months of 2019, before the scheme was introduced.

However, 85% of customers would have been satisfied with their broadband service.

The watchdog’s annual report showed that Plusnet customers are the most satisfied with their broadband and TalkTalk users the least.

Nine out of ten mobile phone customers said they were satisfied with their phone service.

Tesco Mobile users reported above-average satisfaction levels, while three customers were the most dissatisfied, reporting the longest call waiting times and worst reception.

Ofcom Consumer Group Director Lindsey Fussell said, “Checking the quality of a phone service or broadband provider can make the difference between joining a company that keeps you connected or one that doesn’t. is up to par. “

The data looks at provider performance through January 2020, so it doesn’t cover the Covid-19 pandemic.

Ofcom is hailing the new compensation scheme, which it introduced in April 2019, as a success.

Payments include:

  • £ 9.7 million for delayed repairs following loss of service,
  • £ 1.6 million for missed appointments
  • £ 9.5 million for the delayed provision of new services.

Under the voluntary scheme, customers receive compensation from their supplier without having to ask for it.

BT, Sky, TalkTalk and Virgin Media are among those who signed up, and Ofcom is soliciting other providers to join to ensure that “customers receive fair compensation when things go wrong.”

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