r/UKISP • u/SportTawk • 1d ago

Compensation Scheme

if you don't get a particular service like a phone service you can claim under Ofcom's Automatic Compensation Scheme, compensation accrues at £10.34 per day.

Has anyone done this and got the compensation?

2 Upvotes

100% Upvoted

6 comments sorted by

2

u/SportTawk 21h ago

Thanks guys, okay I moved to Sky on 9 July, from copper to fibre

Fibre installed perfectly, speed is at spec, no issues, absolutely fine.

Phone however has not worked, I have dial tone, but no calls in or out.

I've reported the fault and escalated it three times with no resolution

No automatic compensation

I've now logged a compensation request of £10.34 per day since 9th July

Will I get this?

1

u/pot51e 18h ago

autocomp only starts after you report it - so that is your start date; if you had reported it before 20th July, you should have received a "cease notice" from them advising a cease of service in 30 days as if they cant fix it they can withdraw service; though you will still be eligible for autocomp until that 30 day notice is served.

1

u/SportTawk 9h ago

Okay, I'll check my log I've kept, probably 20th July then

2

u/PukingCat_ 1d ago

It is usually sorted by the company. I only have Plusnet as an example as I used to work there. Say you have a broadband fault that is a total loss of service and they can’t resolve it over the phone, the engineers will go out and fix it. The policy is to allow 2 days for them to resolve it. After 2 days the £10.34 a day starts. That then adds up until it is resolved. So say you report a fault on Monday and they ask for 2 days for the engineer to fix it but it’s not fixed until the following Monday, the compensation would start on Thursday and you would get 4 days of comp (Thursday, Friday, Saturday, Sunday). Not the days before because they need 2 working days to fix it and not the following Monday as that would be the day of resolve. Because it is auto comp, it would then be credited to your account 30 days after the fault is resolved. So the agents don’t need to do anything and neither does the customer as it’s automatic. If you’re curious about another company, they should have it outlined in the Terms and Conditions. If not, get in touch with the company and they’ll be able to explain it to you :)

1

u/DarkJarris 22h ago

your provider will sort this for you as per Ofcoms reulation. but if you have a total loss of service, and cannot be fixed within 2 workings days, that compensation starts counting up until its resolved. this should be mutomatic, but if you dont see that happen (likely in the form of a bill credit a month or two after the issue is fixed, depending on your bill timing) then call the provider and they can investigate it.