- Ofcom's automatic compensation scheme covers landline phone services as well as broadband, not broadband alone.
- A total loss of service not fully fixed after two full working days from the day after reporting triggers a daily compensation payment under the scheme.
- A missed engineer appointment, or one cancelled with less than 24 hours' notice, triggers a fixed lump-sum payment under the scheme.
- A delayed start to a new service after the activation date promised triggers a daily payment for each day of delay.
- The scheme is voluntary for providers, but the signatories together cover the large majority of UK landline and broadband customers, and they pay automatically without a claim.
Yes, landlines are covered by Ofcom's automatic compensation scheme. Participating providers pay set amounts automatically for delayed repairs, late installs and missed appointments, with no need to claim.
Last reviewed: June 2026
What the scheme covers and why landlines count
A common misconception is that Ofcom's automatic compensation scheme applies only to broadband. It does not. The scheme covers landline telephone services as well, so a customer left without a working phone line, or kept waiting for a new line, can be entitled to the same set payments as a broadband customer. The principle is simple: when a participating provider fails to meet defined service standards, compensation is paid automatically rather than left to the customer to chase.
The scheme was introduced by Ofcom to give residential and small-business customers a consistent, predictable remedy for three specific failures: delayed repair of a total loss of service, delayed activation of a new service, and missed or late-cancelled engineer appointments. Because the payments are fixed and automatic, customers do not have to prove loss or negotiate; the provider applies the money to the account.
Before the scheme existed, a customer who lost their landline often had to argue for any goodwill payment, and outcomes varied widely between providers and even between individual complaints. By setting standard amounts and making payment automatic, Ofcom shifted the burden onto providers to get repairs and installations right, with a clear financial consequence when they do not. For landline customers in particular, this matters because a phone line can be a lifeline: many older people and those with health conditions still rely on a fixed line, so a predictable remedy for prolonged loss of service carries real weight.
The trigger events
Three distinct events trigger automatic compensation. The first is a total loss of service: if both incoming and outgoing calls on your landline stop working and the fault is not fully fixed after two full working days from the day after you report it, daily compensation accrues until service is restored. The second is a delayed installation: if a new service does not start on the activation date your provider committed to, you are entitled to a daily payment for each day of delay.
The third is a missed appointment: if an engineer fails to turn up for a booked appointment, or the appointment is cancelled with less than 24 hours' notice, a fixed lump sum is due. These triggers apply to landline services within the scheme just as they do to broadband, so a problem affecting only your phone line can still qualify.
How much you receive
The scheme sets fixed amounts for each trigger, and Ofcom periodically reviews these figures, so customers should check the current published rates with Ofcom or their provider before assuming a figure. The structure is consistent: total loss of service is compensated as a daily amount for each full day the fault continues beyond the repair deadline, including the days spent waiting. Delayed activation is also a daily amount for each day past the promised start date, and the scheme provides for an initial payment recognising the failed start.
Missed appointments are paid as a single fixed sum per missed or late-cancelled appointment. Because the exact pounds-and-pence figures are set by Ofcom and updated over time, this guide describes the mechanism rather than quoting a rate that may change. Your provider must tell you the current amounts and apply them automatically to your bill or as a credit.
The automatic compensation triggers and payment basis
The table below summarises the three trigger events, the qualifying condition, and how the payment is structured under the scheme.
| Trigger event | Qualifying condition | Payment basis |
|---|---|---|
| Total loss of service | Not fully fixed after two full working days from the day after reporting | Daily amount until restored |
| Delayed new service start | Service not active on the promised date | Daily amount for each day of delay |
| Missed appointment | Engineer fails to attend, or cancelled with under 24 hours' notice | Fixed lump sum per appointment |
| Applies to | Landline and broadband residential and small-business lines | Paid automatically by participating providers |
Which providers participate
The scheme is voluntary, meaning providers choose to sign up to it. A group of the largest UK communications providers are signatories, and between them they account for the large majority of UK landline and broadband customers. Because the major providers participate, most households are covered, but it is not universal: smaller providers may not be in the scheme, in which case any compensation depends on the provider's own complaints and goodwill arrangements.
If you are unsure whether your provider participates, Ofcom publishes the list of scheme members, and your provider's terms should state whether automatic compensation applies. For non-signatory providers, you retain your normal rights to complain and, if a complaint is unresolved, to use an Ofcom-approved alternative dispute resolution scheme, although the automatic fixed payments may not apply.
How the payment reaches you
The defining feature of the scheme is that qualifying compensation is paid automatically. You do not submit a claim form. Once a trigger event occurs and the qualifying period passes, the provider should apply the compensation to your account, usually as a credit on a future bill, within the timescale Ofcom sets. The payment should appear without prompting, and your bill or account statement should show it clearly.
In practice it is sensible to keep your own record: note the fault reference, the date you reported the problem, the promised activation or appointment dates, and the date service was restored. If the expected compensation does not appear, contact your provider, quote those details, and ask them to apply it. If they refuse and you believe the scheme applies, you can escalate through the provider's complaints process and then to an Ofcom-approved alternative dispute resolution scheme.
There are some limits worth understanding so expectations are realistic. The scheme is designed for specific, measurable failures, so it does not cover every inconvenience: a slow-but-working line, for example, is not a total loss of service. The qualifying clock for repairs starts the day after you report the fault, which is why prompt reporting matters, and certain delays outside the provider's control may pause the count in defined circumstances set out in Ofcom's published terms. Reading those terms, or asking your provider to explain how they apply to your case, helps you judge whether a payment you expected should actually have been due.
Frequently Asked Questions
Can I claim compensation for landline problems?
Yes. Ofcom's automatic compensation scheme covers landline services as well as broadband, so qualifying landline failures can attract payment. The point of the scheme is that participating providers pay automatically rather than you claiming. You may still need to prompt them if a payment that should have been applied does not appear.
How much is the Ofcom automatic compensation for landline?
The scheme sets fixed amounts that Ofcom reviews and updates over time, so check the current rates with Ofcom or your provider. Total loss of service and delayed activation are paid as daily amounts, while a missed or late-cancelled appointment is paid as a single fixed sum. Because the figures change, this guide describes the mechanism rather than quoting a rate.
Which providers pay automatic landline compensation?
The scheme is voluntary, and a group of the largest UK communications providers are signatories, together covering most landline and broadband customers. Smaller providers may not participate. Ofcom publishes the list of scheme members, and your provider's terms should confirm whether automatic compensation applies to your account.
What triggers automatic landline compensation?
Three events trigger payment: a total loss of service not fully fixed after two full working days from the day after reporting, a new service that does not start on the promised date, and a missed engineer appointment or one cancelled with under 24 hours' notice. Each applies to landline services within the scheme, not only broadband.
How do I claim landline automatic compensation?
Under the scheme you do not need to claim, because participating providers apply the compensation to your account automatically, usually as a bill credit. Keep a record of your fault reference and the relevant dates in case the payment does not appear. If it is missing, contact your provider with those details and, if unresolved, use an Ofcom-approved alternative dispute resolution scheme.
SOURCES
