Check whether a UK broadband outage qualifies for automatic Ofcom compensation, what evidence to keep and when to use the full date-based calculator.
Broadband outage rights
Know when a broadband outage can trigger compensation
UK automatic compensation is designed for clear service failures, including delayed repairs after a total loss of service, missed engineer appointments and delayed starts to a new broadband service.
Report the fault first, keep the reference number and record when service returns before checking the possible bill credit.
Quick answer
When compensation may apply
For a delayed repair after a total loss of service, the automatic compensation amount from 1 April 2026 is £10.34 for each calendar day the service is not repaired after the qualifying period.
You usually need to report the fault first. Compensation is then based on what happens after the provider has had two full working days to fix the service.
For providers in the scheme, compensation is normally applied as a bill credit and should be paid within the scheme timeframe after the fault is resolved or the service is terminated. Ofcom updates the payment amounts each April using CPI, so always check the current rate before making a claim.
Total loss of service
The rule is aimed at broadband or landline service that has stopped working, not every minor slowdown.
Report it first
Keep the fault reference, time reported, provider messages and when service returned.
Two full working days
Automatic compensation starts if the service is not fully repaired after the qualifying period.
Bill credit
Compensation is normally credited to your account unless another equal or higher-value payment is agreed.
Not every outage qualifies: if the broadband line is working but one room has poor Wi‑Fi, your router is unplugged, or a device is faulty, automatic loss-of-service compensation may not apply.
Key rule: for loss of service, report the fault and keep the reference number. If it is not fully fixed after two full working days, the automatic compensation clock can start.
Full interactive calculator
Use the full Broadband Compensation Calculator
Do not guess your payable days. Use the live Broadband Compensation Calculator instead. Enter your outage dates and provider to automatically deduct the two-day qualifying grace period and generate a ready-made complaint email block.
Loss-of-Service Credit Estimator
Enter the date you reported the total loss of service and the date it was fully repaired. This gives a planning estimate only; bank holidays, report times, provider records and scheme exceptions can change the final amount.
Estimated payable days0
Estimated bill credit£0.00
Better than a manual estimateThe full tool handles outage dates, delayed activation, missed appointments, provider selection and complaint wording in one place.
Automatic compensation for delayed repair is not the same as being unhappy with speed. Work out what kind of problem you have before relying on the compensation scheme.
Swipe horizontally to view all table columns →
Problem
What it usually means
Best next step
Total loss of service
No broadband or landline service works and the provider line/network appears down.
Report the fault and keep the reference number.
Only Wi‑Fi is poor
The broadband line may work, but wireless coverage, interference or router placement is weak.
Test over Ethernet and use the Wi‑Fi improvement guide.
Slow at night
Could be household load, Wi‑Fi congestion, router limits or provider congestion.
Run speed tests at different times and compare wired versus wireless.
High ping or packet loss
Gaming, calls or remote work may feel unstable even when download speed looks acceptable.
A different automatic compensation category may apply.
Use the missed appointment guide or full calculator.
Delayed activation
Your new broadband did not start on the promised date.
Use the delayed activation guide or full calculator.
Which providers are in the scheme?
Providers signed up to the automatic compensation scheme include several major residential broadband names. The live list can change, so check your provider’s current policy and the official Ofcom list before relying on a claim.
Choose your provider for the relevant LinkSpeed guide. Scheme membership is verified against Ofcom's current automatic compensation list.
Alt-net warning: if your provider is a localised full-fibre network, such as Brsk or a Nexfibre-based retail provider, check its own customer charter and compensation terms. Some alternative networks mirror Ofcom-style daily compensation rates even when they are not formal automatic compensation scheme signatories.
How the two-working-day trigger is measured
The compensation timeline starts from the formal fault report recorded by the provider, not simply from when the connection first appeared to fail. The provider then has two full working days to restore a qualifying total loss of service.
Working days normally exclude weekends and public holidays. Keep the fault reference, report time and restoration time because these records determine when the qualifying period ends and whether a bill credit should follow.
If the problem is caused by your own equipment, wiring, router placement or Wi‑Fi setup, automatic compensation may not apply.
You delay the repair
If you prevent access, miss arranged visits or ask for a later appointment that delays repair, this can affect eligibility.
Not a total service loss
Slow speed, buffering or a weak Wi‑Fi room is not always the same as a broadband service outage.
Provider not signed up
The automatic scheme applies to providers that have joined it. Other provider policies may differ.
Caps or cease notices
Providers can apply scheme rules around caps and suitable alternative service after extended periods.
Missing evidence
Without a fault reference and timeline, it is harder to challenge a missing credit later.
What evidence should you keep?
Escalation: if you believe compensation is owed and it does not appear, raise it with your provider first. If the complaint is unresolved, you may be able to use the provider’s approved alternative dispute resolution process.
Internet outage compensation FAQs
When can I get compensation for a broadband outage?
For providers signed up to the automatic compensation scheme, compensation may apply when your broadband or landline service has stopped working and is not fully repaired after two full working days after you report the fault.
How much is broadband outage compensation?
From 1 April 2026, the automatic compensation amount for delayed repair following loss of service is £10.34 for each calendar day the service is not repaired after the qualifying period.
Do I need to ask for compensation?
For loss of service, you normally need to report the fault first. If the repair then takes too long and your provider is part of the scheme, compensation should be automatic.
Does Wi‑Fi not working count as an outage?
Not always. If the broadband line is working but Wi‑Fi is weak in one room or a device has a problem, automatic outage compensation may not apply.
When might outage compensation not be paid?
Compensation may not apply if the problem is caused by equipment or activity in your home, if you caused or delayed the fault resolution, or if another valid exception applies.
When should the compensation be paid?
For delayed repair after loss of service, compensation should normally be paid within the scheme timeframe after the service is resolved or terminated. Check your account credit and final bill.
Related LinkSpeed pages
Broadband compensation calculator
Estimate delayed repair, missed appointment and delayed activation compensation.
