Broadband customers will get refunds of £8 every day their service is down under new rules now coming into effect

• Broadband providers to pay £8 every day an internet connection is not repaired
• Britain’s biggest service providers agree to give customers cash back for delays
• They will pay the compensation if service is not fixed within two working days
• Firms must pay £25 a day if an engineer cancels with less than 24 hours’ notice

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Millions of broadband customers will get refunds of £8 for every day that their internet connection is not repaired.

Under a scheme that comes into effect today, Britain’s biggest broadband and landline providers have agreed to automatically give customers cash back for delays and cancelled appointments that disrupt their service.

They will pay out £8 for every day a customer’s service is down, if it is not fixed within two working days. 

Regulator Ofcom, which is overseeing it, said BT, Sky, TalkTalk, Virgin Media and Zen Internet had already signed up. The providers have agreed to automatically give customers cash back for delays and cancelled appointments [File photo]

They will also pay £25 per day if an engineer cancels an appointment with less than 24 hours’ notice and £5 a day if there is a delay to an installation.

Small businesses stand to benefit from the scheme as well because around a third take out a residential broadband and/or landline service.

Regulator Ofcom, which is overseeing it, said BT, Sky, TalkTalk, Virgin Media and Zen Internet had already signed up. 

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Hyperoptic and Vodafone have also agreed to the guidelines and will start paying compensation automatically later this year.

Ofcom said this means firms representing around 95 per cent of broadband and landline customers in the UK will be following the new rules. 

Plusnet and EE have also committed to the scheme.

Under a scheme that comes into effect today, Britain’s biggest broadband and landline providers have agreed to automatically give customers cash back for delays and cancelled appointments that disrupt their service [File photo]

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