Specifically speaking, this new scheme applies to United Kingdom broadband and landline customers who experience slow repairs, missed appointments and delayed installations, as a result they will now be automatically credited on their account.
The new rules state that a customer gets £8 a day for an outage beyond 2 days.
However, while customers will welcome the introduction of this new scheme. Assuming the fully-laden cost of an engineer including tools and transport is mourned £75,000, he calculated an engineer could mist 12 appointments a day and it would still be cheaper than hiring the extra resources to improves services.
Internet service providers (ISPs) representing 90% of United Kingdom consumers will in future provide automatic compensation for broadband consumers who suffer slow repairs, missed appointments or delayed installations, following a review of customer service practice by Ofcom. Despite the fact that many standard business contracts provide compensation for various only 49% of SME's did not know if they were entitled to compensation when service falls short. £25 is payable for a missed appointment of a cancellation within 24 hours. Ofcom has warned it will take as many as 15 months to implement, which would give a launch date of February 2019. EE and Plusnet are expected to join at a later date.
Waiting too long for your landline or broadband to be fixed is frustrating enough, without having to fight for compensation.
Alex Neill, a managing director of home services at consumer website Which added: "We are pleased that compensation for poor broadband is going to become automatic, as it is now such an essential part of all of our everyday lives".
Ofcom's research showed that engineers fail to turn up to around 250,000 appointments a year and about 1.3 million (mln) people are affected by late installations.
The automatic compensation scheme is set to come into force in 2019. The regulator says it will monitor the scheme and review it a year after implementation to make sure it is working for customers otherwise it will step in.
KitGuru Says: As more and more people rely on their internet connection for work, education and entertainment, ISPs need to work harder to ensure a consistently reliable service.
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