A new survey highlights BT's strong performance in avoiding broadband outages, but it also emphasizes the ongoing challenges faced by UK consumers.
A recent survey revealed that BT tops the list of broadband providers in terms of reliability, with 81% of customers reporting no outages in the past year. TalkTalk closely follows with 77% of customers experiencing uninterrupted service. However, it's important to note that this survey exclusively focuses on outage frequency and doesn't factor in other crucial aspects like internet speed or customer service quality.
Ofcom, the UK's communications regulator, mandates that providers participating in the automatic compensation scheme must compensate customers for disruptions in service. This includes situations like total loss of service, delayed repairs, missed appointments, and delayed service activation. Under this scheme, internet providers typically pay £9.76 for each day that broadband and phone services remain unrepaired after an initial two full days of no service. Consumers experiencing prolonged service outages might also be entitled to terminate their contracts without incurring any penalty fees.Currently, only a select group of providers, namely BT, EE, Hyperoptic, Plusnet, Sky, TalkTalk, Virgin Media, and Vodafone, are part of Ofcom's automatic compensation scheme. If your provider isn't a participant, you won't be eligible for the £9.76 daily compensation. Despite this, you may still be able to pursue compensation directly from your provider by filing a formal complaint and demonstrating that the service disruption caused you financial harm. Consumer advocacy groups recommend checking independent reviews, especially those specific to your location, as provider reliability can vary significantly. Additionally, ensure your provider is signed up to Ofcom's automatic compensation scheme for added protection against service disruptions
BROADBAND RELIABILITY Outages UK OFCOM COMPENSATION CONSUMER REVIEWS
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