Having your broadband or home phone go down, or dealing with a missed engineer visit, can be frustrating. Luckily, some providers pay out compensation automatically. If you're a BT customer (or with another big-name provider like TalkTalk or Virgin Media), you could be owed money.
In this guide, we'll walk you through exactly how BT compensation works, what you’re entitled to, and how other providers compare.
What is automatic broadband compensation?
Automatic compensation is a scheme set up by Ofcom (the UK’s telecoms regulator) that ensures customers get money back when things go wrong with their internet service.
The scheme covers delays in setting up your service, missed engineer appointments, and total loss of broadband or landline outages. You’ll usually receive compensation as a credit on your next bill.
The automatic compensation scheme is currently available to customers of the following providers:
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BT automatic compensation: how it works
If you’re with BT, or any of the providers listed above, and you experience a fault or delay with your broadband service, here’s what you could be owed.
| Problem | Compensation Amount | When You Qualify |
|---|---|---|
| Delayed repair | £9.76 per day | If your broadband or phone line isn’t fixed within 2 working days |
| Missed scheduled appointment | £30.49 | If your provider’s designated engineer cancels or misses an appointment with less than 24 hours’ notice. |
| Delay to the start of a new service | £6.10 per day | If service activation doesn’t start on the promised date. |
* These figures are updated annually, based on inflation (CPI). You can check Ofcom’s site for the most current amounts.
Important: You need to report the issue while it’s happening. If the fault is due to something outside BT's control (like a storm or a dodgy router), you won’t be eligible.
If your ISP isn’t one of the providers which have agreed to automatic compensation, you can still try to pursue a complaint to get compensation, but you won’t benefit from automatic payments.
TalkTalk compensation: how it compares
TalkTalk is also part of the automatic compensation scheme and follows the same compensation rates as BT. So, if you’ve had a delayed installation or a missed engineer appointment, you should be compensated automatically.
Like BT, TalkTalk applies compensation as a bill credit, and it usually shows up within 30 days.
Virgin Media compensation policy
Virgin Media follows the same Ofcom automatic compensation rules, too.
If you’re a Virgin customer, make sure you:
- Report faults straight away
- Keep records of calls and dates
- Follow up if you don’t see your credit within a month
Common scenarios where you can claim compensation
- You experienced loss of service, and it wasn’t fixed for several days
- Missed appointments from an Openreach, Virgin or other engineer
- Your broadband provider delayed the start date of your new package
Common situations where you can’t claim
- Your router is broken
- There's a power cut or storm that knocks out service
- You didn’t report the issue while it was happening
How and when will I receive BT compensation?
Compensation is paid as a bill credit, not as cash in your bank. You should see it on your bill within 30 days of the issue being resolved.
If you're not seeing your BT compensation or think something's gone wrong, get in touch with its customer service and raise a complaint.
Can I get compensation for my mobile contract?
Not at the moment. Automatic compensation only applies to fixed-line broadband and landlines — not mobile contracts or mobile broadband. But you can still complain and try to negotiate something with your provider.
Why am I not entitled to automatic compensation?
If your provider isn’t part of the scheme, you can still try to claim compensation — you just won’t get it automatically. You’ll need to go through their complaints process.
Also, if you’ve experienced regular issues, even if compensation has been paid, you may be entitled to leave your contract early without a fee. Keep a record of ongoing problems.
Summary
- BT compensation is paid automatically as a bill credit for delays and missed appointments
- TalkTalk, Sky, Virgin Media and a few other providers follow the same rules
- Always report faults immediately and keep track of your interactions
- Check your bill to make sure the credit has been applied
- You may have to chase it up if the provider delays your payment
Need a new provider?
If you're fed up with missed appointments and poor customer service, it might be time to switch. Enter your postcode into our deals checker to find a broadband deal that saves you money — and comes with better customer care.