Internet Outage Compensation UK | Broadband Repair Delay Rights

Broadband outage rights

Know when a broadband outage can trigger automatic compensation

Outage compensation is mainly about a total loss of broadband or landline service that is not repaired quickly enough after you report it. Use this guide to check the rule, record the right evidence and estimate the possible bill credit.

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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.

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.

Quick estimator

Estimate outage compensation

Enter the number of payable calendar days after the two full working day qualifying period. This is an estimate only; your provider decides eligibility under the scheme and any exceptions.

Estimated compensation: £31.02 3 payable day(s) at £10.34 per day.

Example: if your service is not fully repaired two full working days after you report the fault, compensation can start from the qualifying point and continue for each full calendar day the service is still not repaired.

Outage checklist

What to do during an internet outage

Check whether all devices are affected. If only one phone, laptop or TV fails, it may not be a broadband outage.
Restart the router once. Give it a few minutes to reconnect and note the router lights.
Test Ethernet if possible. This helps separate a true broadband fault from a Wi‑Fi coverage issue.
Check your provider status page or app. Look for known local faults, account issues or planned work.
Report the fault to your provider. Keep the fault reference number and the exact time you reported it.
Record the outage timeline. Note when the service stopped, when it returned and any engineer or provider updates.
Check the next bill or account credit. If compensation is missing, raise it with your provider.

Full compensation calculator BT status checks Sky status checks Virgin Media status

Outage, slow broadband or Wi‑Fi problem?

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.

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.	Check loaded latency, packet loss and router congestion.
Missed engineer appointment	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.

Hyperoptic

Plusnet

Sky / NOW

TalkTalk

Virgin Media

Vodafone

Zen Internet

Check the official Ofcom automatic compensation guidance

When compensation might not be paid

In-home equipment

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?

Fault reference: the report number from your provider.
Dates and times: when the service stopped, when you reported it and when it was restored.
Router lights: photos can help show the line was not connected.
Provider messages: app screenshots, emails, chat transcripts and engineer notes.
Speed tests: useful if the outage becomes intermittent or if the provider says it is a Wi‑Fi issue.
Bill evidence: check whether the credit appears and query missing or incorrect amounts.

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.