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It looks like Ofcom has some new ideas in mind for UK-based internet providers as this week, the regulator put forward a new proposal under which ISPs would be required to give customers compensation for loss of connection, slow repairs and missed engineering appointments.
The proposal, which is bound to upset UK ISPs, would essentially force providers into offering a better service and timely repairs by hitting them where it hurts- the wallet. Ofcom's current proposal calls for broadband issues to be fixed within two working days. If this is not achieved, then ISPs would need to pay the customer back £10 for each calendar day that the service is down.
Ofcom is also proposing a £6 per day fine for late line installations for new customers. Finally, the biggest kicker is £30 to be paid back to the customer if an engineer misses an appointment or cancels with less than 24 hours notice.
Speaking about the new proposal, Lindsey Fussell, the consumer group director said: “We're proposing new rules to force providers to pay money back to customers automatically, whenever repairs or installations don't happen on time or when people wait for an engineer who doesn't turn up”.
“When a customer's landline or broadband goes wrong, it is frustrating enough without having to fight tooth and nail to get fair compensation from the provider”.
The main goal with this proposal would be to force ISPs to work harder to ensure a stable service and provide ample punishment when providers don't meet customer needs within a timely manner. However, it is worth noting that this is just a proposal for now, so it could be a while before these rules come into play, if the proposal even gets that far.
In the meantime, Ofcom will be holding a consultation until early June, during which it will talk with ISPs. After this period, the proposal could possibly be amended.
KitGuru Says: UK ISPs will often take advantage of customers and don't always provide the level of service they should. This is a growing problem these days as more people rely on having an internet connection for education, work and entertainment. If these new rules are put into place, ISPs will have to work harder to ensure a quality service, which can only be a good thing for the consumer.
I’ll be rich, my Sky broadband drops regular as clockwork every night at 00.15, that’s my scheduled tea break.
In which case I’d be looking for whatever it is that comes on in your house at that time as the source of the problem!
Yep, what Tom said, or your router!
“offer a better service” more like “offer what they already should be”.
On top of this I’d like to see compensation for lower than minimum guaranteed speeds.
Not only do we have this “up to” rubbish. They have to provide you with a minimum guaranteed speed, which is usually a bit lower than what you’re sold. My speed was sold as 72Mbps, and my minimum guaranteed speed is 54Mbps. That’s actually ok with me. I’ve never had a drop out or speed below 72Mbps, even during busy times.
However, I’m just lucky as hell they are so many cabled streets in my area. Others aren’t so lucky. A colleague of mine was paying Virgin Media for 100/5 Mbps and getting 30Mbps for months. He called and called about it and we given repair dates months ahead. He managed to get a staggering £15 of his bill (£5 a month) then they stopped doing it and said they couldn’t give him any more “good will gestures”.
This made my blood boil. Absolutely not a good will gesture and the discount wasn’t even near what he would otherwise be paying off he was on the 50Mbps tariff. I called for him, pretended to be him (with his permission and he was with me) and said i wanted about £70 refunded or I’d be leaving as i wasn’t getting my minimum guaranteed speed. That quickly changed the tone of the conversation. I got his refund.
Anyway, this relates because Ofcom are doing the right thing. My friend could’ve had more money back from this.
Thanks for replying guys. Yeah I’ve tried all the usual stuff, Wife’s in bed and I’m the only one up and we don’t have anything that comes on at that time, I’m sure it’s Sky’s truly awful Router, we are on the basic package as we are moving away in September and they’ll only upgrade if we agree to tie ourselves in for another year. Screw Sky, to be honest we probably only watched Game of Thrones anyway.
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