From 1 April 2026, ten major UK providers automatically pay set amounts for delayed repairs, missed engineer appointments and delayed new-service starts. Ten signatory providers cover approximately 97% of landline and 91% of broadband customers. The scheme paid more than £63 million across approximately 1 million payments in 2024. Updated 3 June 2026.
Consumer help · Updated 3 June 2026
Automatic broadband compensation: what you are owed
Explains Ofcom's automatic compensation scheme for delayed repairs, missed appointments and slow new-service starts, with ADR escalation if payment is not made.
Rates current from 1 April 2026. Ofcom adjusts them each 1 April in line with CPI, so re-check after that date.
What is automatic compensation?
Ofcom's automatic compensation scheme requires participating providers to pay fixed amounts without you having to chase them for certain failures. Payments are usually credited to your bill. The scheme covers landline and broadband services from signatory providers.
How much can I get for a delayed repair?
For total loss of service, providers pay £10.34 per day after 2 full working days from when you report the fault, until service is restored (rates from 1 April 2026).
Delayed-repair compensation is counted after two full working days (Monday to Friday, excluding public holidays) from when you report a total loss of service.
Compensation for delayed repair is capped at 60 days. After 60 days without service being restored, you have the right to leave your contract penalty-free.
How much for a missed engineer appointment?
A missed or short-notice-cancelled appointment triggers a £32.31 payment per missed visit.
How much for a delayed new service start?
If a new broadband or phone service starts later than promised, you may receive £6.46 per day from the missed date until activation.
Which providers are in the scheme?
Ten signatory providers cover approximately 97% of landline and 91% of broadband customers. Signatories: BT, EE, Plusnet, Hyperoptic, Sky / NOW, TalkTalk, Utility Warehouse, Virgin Media, Vodafone, Zen Internet. See also Ofcom: automatic compensation.
What if my provider will not pay?
Use your provider's formal complaints process first. If unresolved, escalate to Ofcom-approved ADR (Communications Ombudsman or CISAS). From 8 April 2026, the minimum wait before ADR escalation dropped from 8 weeks to 6 weeks (verify on ADR scheme pages).
Sources
- Ofcom. (n.d.). Automatic compensation: what you need to know. https://www.ofcom.org.uk/phones-and-broadband/service-quality/automatic-compensation-need-know
- EE; Plusnet. (2026). Signatory provider automatic compensation scheme pages (current rates from 1 April 2026).