- If total loss of service is not fixed within the scheme's window (after two full working days), a daily payment accrues.
- The daily amount is set by Ofcom and periodically uprated, so confirm the current rate.
- The payment applies for each calendar day the service remains unrepaired beyond the threshold.
- Participating providers should pay automatically; if not, document the dates and escalate.
A broadband outage that drags on is one of the situations the automatic compensation scheme directly addresses. Beyond a defined threshold, a provider in the scheme owes you a set amount for every day you remain without service. Understanding the trigger and keeping a record of the outage ensures you are credited correctly.
When delayed-repair compensation starts
The scheme covers total loss of service. Once you have reported the fault, the provider has a window to fix it, which is after two full working days from when the fault is reported. If the service is still not working beyond that threshold, daily compensation begins to accrue for each further day you are offline. The clock is tied to your fault report, which is why reporting promptly and recording the date matters.
The daily amount
The per-day figure is set by Ofcom under the scheme and has been uprated over time. Rather than rely on an old number, confirm the current daily rate from the official scheme information. As an indication, recent daily figures for delayed repair of a total loss of service have been £10.34 per day (the rate in force from 1 April 2026), but treat that as indicative and verify the live rate.
How the days are counted
Compensation applies for each calendar day the service remains unrepaired beyond the threshold, until it is restored. So a longer outage accrues a larger total. The payment is intended to reflect the ongoing inconvenience of being without a working connection, and it continues until the fault is genuinely fixed, not merely acknowledged.
Trigger and rates
| Element | Detail |
|---|---|
| Covered event | Total loss of service |
| Threshold | Not fixed within the scheme's window after reporting |
| Rate | Set daily amount (verify current rate) |
| Duration | Each day until the service is restored |
Claiming and escalating
For participating providers the payment should be applied automatically, usually as a bill credit, so check your bill once service is restored. Keep a record of the date and time you reported the fault and the date it was fixed, so you can verify the amount. If the credit is missing or wrong, raise a complaint with your evidence, and escalate to ADR after six weeks or at deadlock.
Frequently asked questions
When does delayed repair compensation start?
After total loss of service is not fixed within the scheme's window, after two full working days from when you report the fault. Once that threshold passes, a set daily payment accrues for each further day you remain offline until the service is restored.
How much is the delayed repair compensation per day?
It is a set daily amount under the scheme, which Ofcom periodically uprates. Recent daily figures for delayed repair of a total loss of service have been £10.34 per day (the rate in force from 1 April 2026), but treat that as indicative and confirm the current rate from the official source.
Do I need to ask for delayed repair compensation?
For participating providers it should be paid automatically, usually as a bill credit, without you having to ask. Check your bill once service is restored, and if the credit is missing or incorrect, raise it with the provider using your record of the outage dates.
What if my ISP is not in the automatic compensation scheme?
If your provider does not participate, automatic payments do not apply, and you would need to pursue compensation manually through the provider's complaints process, evidencing the outage and its impact. ADR can determine the matter if the provider unfairly declines.
How long does my ISP have to repair before compensation kicks in?
There is a defined window after you report the fault, after two full working days, within which a repair avoids compensation. Beyond that threshold, daily payments accrue. Confirm the exact threshold and current daily rate from the official scheme information.
