Key takeaways
Ofcom's automatic compensation scheme requires major broadband and landline providers to pay compensation when things go wrong -- without you needing to ask or make a claim.
Three triggers: a delayed start to your new service (5.83 pounds per day), a missed engineer appointment (29.15 pounds per appointment) and a delayed repair to a total loss of service (9.76 pounds per day after two working days).
Compensation is credited to your account or paid directly. Providers covered include BT, EE, Sky, TalkTalk, Virgin Media, Vodafone and Zen Internet among others.
The scheme has applied since 1 April 2019. Compensation rates are reviewed by Ofcom annually -- the rates above are the 2026 figures.
If your provider is not in the scheme or you have a dispute about compensation owed, escalate to the Communications Ombudsman or CISAS after eight weeks.
Reviewed: June 2026Key facts
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What triggers automatic compensation
Ofcom's automatic compensation scheme covers three specific failure scenarios. Each has a defined daily or per-event rate that providers must pay without the customer needing to request it.
| Trigger | Rate (2026) | When it starts | When it ends |
|---|---|---|---|
| Delayed start of new service | £5.83/calendar day | Day after agreed start date | Day service starts |
| Missed engineer appointment | £29.15/appointment | Per missed appointment | Per event |
| Delayed fault repair (total loss) | £9.76/calendar day | After 2 full working days of total outage | Day fault is fixed |
Delayed start of new service
If your new broadband or landline service does not start on the date agreed when you signed up, you are entitled to 5.83 pounds for every calendar day of delay, starting from the day after the agreed start date. The provider must apply this compensation automatically -- you do not need to call or make a claim.
The clock stops when your service actually starts. If your service is delayed by five days, you receive 29.15 pounds credited to your account (5 x 5.83 pounds).
Missed engineer appointments
If an engineer is scheduled to visit your premises and does not arrive without giving you at least 24 hours notice of cancellation, you receive 29.15 pounds for that missed appointment. This applies whether the engineer was scheduled to install a new service, repair a fault, or carry out other work.
The 24-hour notice rule means the provider must contact you at least 24 hours before the appointment time to avoid triggering the compensation. A call 30 minutes before the appointment window begins does not count as adequate notice.
Delayed repair of a total loss of service
If you experience a total loss of service (no broadband at all, or no landline at all) and the provider does not fix it within two full working days, you receive 9.76 pounds for every calendar day of ongoing delay starting from the end of that two-working-day window.
The key word is 'total' -- partial slowdowns or intermittent faults do not trigger this compensation, only a complete loss of service. If you report the fault and the provider fixes it within two working days, no compensation is due for delay. The compensation continues until the day the fault is fixed.
You do not need to ask for this compensation. Providers are required to apply it automatically. If it has not appeared on your bill within 30 days of the trigger event, contact your provider and request it explicitly.
Which providers are in the scheme
Ofcom has approved the following providers as participants in the automatic compensation scheme: BT, EE, Hyperoptic, Kcom, NOW Broadband, Sky, TalkTalk, Virgin Media, Vodafone and Zen Internet. Smaller providers may not be in the scheme -- check with your provider. Ofcom publishes the current list at ofcom.org.uk.
What to do if you are not paid automatically
If a compensation trigger event has occurred and you have not received the compensation within 30 days, contact your provider's customer services and request it by reference to Ofcom's automatic compensation scheme. Keep a record of when the fault started, when it was reported and when it was fixed.
If your provider disputes the compensation or does not pay within eight weeks of your complaint, you can escalate to the Communications Ombudsman or CISAS (the two Ofcom-approved ADR schemes). Both are free for consumers.
Related guides
Disclaimer: This guide is for informational purposes only. Kael Tripton Ltd is not regulated by the FCA and does not provide financial advice. Telecoms information is sourced from Ofcom, the UK communications regulator. Always verify current information at ofcom.org.uk.
Frequently asked questions
How much is broadband automatic compensation?
Ofcom's 2026 rates: delayed start 5.83 pounds per calendar day; missed engineer 29.15 pounds per missed appointment; delayed repair of total loss of service 9.76 pounds per calendar day after two working days. Rates are reviewed annually by Ofcom.
Do I need to claim broadband automatic compensation?
No. The scheme is automatic -- providers are required to apply compensation without you needing to request it. If compensation has not been applied within 30 days of a trigger event, contact your provider and reference Ofcom's automatic compensation scheme.
Which providers offer automatic compensation?
BT, EE, Hyperoptic, Kcom, NOW Broadband, Sky, TalkTalk, Virgin Media, Vodafone and Zen Internet are participants as of 2026. Ofcom publishes the current list at ofcom.org.uk. Smaller providers may not participate -- check your provider's terms.
Does automatic compensation apply to slow broadband?
No. The delayed repair trigger applies only to a total loss of service -- no broadband at all. Slow speeds or intermittent faults do not trigger automatic compensation. If you are not getting the speeds promised in your contract, separate remedies under Ofcom's broadband speed codes may apply.
What counts as a total loss of service?
A total loss of service means no broadband connectivity at all, or no landline service at all. If you can still connect to the internet but speeds are poor, or if the line is intermittent rather than completely down, the delayed repair trigger does not apply. Report the fault to your provider as soon as you experience the total loss to start the two-working-day clock.
What if my engineer appointment is rescheduled, not cancelled?
If the provider contacts you at least 24 hours before the appointment to reschedule, no missed appointment compensation is triggered. If they contact you with less than 24 hours notice, or do not contact you at all and the engineer does not arrive, the 29.15 pound missed appointment compensation applies.
How long does it take to receive automatic compensation?
Ofcom expects providers to apply compensation within 30 days of the trigger event. It typically appears as a credit on your next bill. If it has not been applied within 30 days, contact your provider's customer services and quote the Ofcom automatic compensation scheme.
Can I get more compensation than the Ofcom automatic rates?
The Ofcom automatic compensation rates are minimums, not maximums. If the failure caused you additional loss (for example, you had to buy mobile data because your broadband was down for weeks), you can seek additional compensation through your provider's complaints process or the Communications Ombudsman. The automatic payment does not prevent you from seeking further redress.
