Ongoing hot weather in the UK is causing internet connections to slow down as networks become overburdened, raising questions about whether affected consumers can claim compensation from their providers. Andy Pickett, chief technology officer at telecoms services provider Connection Technologies, explained that connection issues arise when network infrastructure is under additional pressure. Consumers may notice a dip in quality during the hottest parts of the day, typically from mid-afternoon to early evening.
Compensation Depends on Duration of Outage
According to Pickett, the possibility of compensation hinges on how the service is affected. He stated: "When it comes to compensation, there is an important distinction between temporary weather-related disruption and ongoing service issues. Most providers will not offer compensation for short-term WiFi or signal issues caused by extreme weather." However, if customers experience prolonged outages or repeated faults—particularly where repair times exceed industry commitments—they may be entitled to compensation, depending on their provider's policies and participation in Ofcom's automatic compensation scheme.
Ofcom's Automatic Compensation Scheme
Ofcom's automatic compensation scheme allows broadband and landline customers to receive cash payouts without having to ask, though some action may be required. Ten major providers are signed up: BT, EE, Hyperoptic, Plusnet, Sky (including NOW Broadband), TalkTalk, Utility Warehouse, Virgin Media, Vodafone, and Zen Internet. Hyperoptic applies an alternative policy for customers not on its own network, and TalkTalk has restrictions for those not on the Openreach network.
What You Can Claim For
The scheme covers three types of problems:
- Delayed repair after loss of service: If your service stops working and is not fully fixed after two full working days, you receive £10.34 for each calendar day the repair is delayed.
- Missed appointments: If an engineer does not arrive for a scheduled appointment or cancels with less than 24 hours' notice, you get £32.31 per missed appointment.
- Delays with starting a new service: If your provider fails to start a new service on the agreed date, you receive £6.46 for each calendar day of delay, including the installation date.
Compensation is not available if the loss of service is caused by equipment or activity within your home. Providers may cap the total compensation paid. After 30 days of automatic compensation, the company can issue a cease notice, stopping payments after a further 30 days.
How to Claim and Payment Method
To receive compensation for loss of service, you must report the issue to your provider when your connection stops working. If it is not fixed after two full working days, you need to contact them and request compensation. Providers have systems to initiate automatic compensation if repairs take too long. Payment is made as a credit on your bill. For loss of service, the credit appears on your account within 30 calendar days after the issue is resolved, though it may show on a later bill. Full guidance is available on the Ofcom website.
