We're calling for you to be properly compensated when things go wrong with your broadband or other telecoms services.
People now view telecoms as an essential service, with our research finding people are twice as likely to cut spending on groceries than on their broadband. And yet, there are no statutory or minimum compensation standards for poor service in the telecoms sector.
The compensation schemes that do exist in telecoms are unclear and inadequate, with the schemes for other utilities being more transparent.
If you have a problem with your water, gas or electricity, you're entitled to statutory compensation. For example, if your electricity supply is cut off for over 12 hours, you could receive a payment of £75. But there's no such scheme if your broadband goes down.
So we want to see the introduction of a statutory scheme in telecoms that automatically offers compensation when things go wrong.
Our executive director Richard Lloyd said:
'We want to see compensation for telecoms failures brought in line with other utilities and consumers’ expectations. Compensation should be simple, easy and fair for consumers.'
Ahead of the results of Ofcom's first review of the communications sector in 10 years, we think this is an opportunity for other changes to be introduced, including:
- Improved Openreach performance: Openreach must be more responsive to consumers rather than just meet minimum standards
- Clearer pricing and information: An obligation on telecoms providers to demonstrate that consumers find their pricing and details of their services clear and fair
Richard Lloyd added:
'In the forthcoming Digital Communications Review Ofcom has a real opportunity to ensure the telecoms sector works better for consumers.'
Today the Government announced plans to put access to broadband on a similar footing to other basic services, like water and electricity.
Virgin Media has come out in support of our campaign to end confusing advertising of broadband speeds.
Ofcom has announced measures to make it easier for customers to switch their landline and broadband provider in one simple step.