How much compensation you’ll get if your broadband goes down under new rules
Most broadband and landline customers will now receive more compensation for each day their service is interrupted.
Customers of the UK’s leading broadband providers must receive payment when their connection stops working and does not recover after two working days, under a voluntary scheme run by communications regulator Ofcom.
When you report an interruption to your service you will now automatically receive compensation of £10.34 if it is not corrected after two working days, increasing by £10.34 (from £8 previously) for each day it is not corrected thereafter.
You will also receive £32.31 as compensation if an engineer misses your scheduled appointment, up from £25. If your broadband provider cannot launch a new service on the promised date, you will be paid £6.46 instead of £5 for each calendar day delayed.
Automatic compensation increases are in line with the Consumer Price Index (CPI) inflation measure from October 2025.
Who will receive compensation?
The following providers are required to pay compensation: BT, Sky, Virgin Media, TalkTalk, EE, Plusnet, Vodafone, Hyperoptic, Utility Warehouse and Zen Internet.
However, the price charged to customers on TalkTalk and Vodafone will depend on which network you are on. For example, only TalkTalk customers whose service is provided by Openreach will be paid for loss of service and missed repair appointments. Check the full criteria on your provider’s website and reach out to customer support to learn more.
According to the plan, your broadband or landline needs to be completely turned off. Even if the interruption is caused by an event beyond the provider’s control (for example, extreme weather conditions), you will still receive compensation.
After 30 days of receiving automatic compensation, your provider may contact you to inform you that these payments will stop after 30 days. They must then provide you with a suitable alternative service, otherwise you will still be entitled to automatic compensation.
Get a free partial share of up to £100.
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Get a free partial share of up to £100.
Capital is at risk.
Terms and conditions apply.
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How to claim compensation
Report the malfunction to your provider immediately. If the problem is not resolved within the specified time, you will automatically receive compensation within 30 days.
This amount will be reflected on your invoice unless stated otherwise.
If you don’t receive compensation, contact your provider and explain why you think you qualify. If the issue is still unresolved you can refer your complaint free of charge to an Ofcom approved dispute resolution service.
When are you not entitled to compensation?
Customers of smaller broadband firms such as Community Fibre, Giffgaff and Gigaclear will not be entitled to compensation under Ofcom’s scheme.
However, you should still report any faults to your provider and request a goodwill payment if you are experiencing difficulties due to poor service.
If your broadband connection remains down for less than two working days after you report the fault, you will not be compensated under the Ofcom scheme. Additionally, you will not be eligible if the loss of service results from a situation within your control (such as damage to your router or the wiring in your home).
Similarly, if you prevent the problem from being resolved within two days (for example, you request an engineer appointment two business days after reporting the fault) or breach your contract in any way, you will not be compensated.
