Missed Engineer Appointment Compensation

You may be due automatic compensation if a broadband engineer misses an agreed appointment or the provider cancels with less than 24 hours’ notice.

Broadband rights guide

Engineer missed the appointment or cancelled too late?

If your broadband appointment was missed, or cancelled with less than 24 hours’ notice, automatic compensation may apply for signed-up providers.

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Missed engineer appointment compensation illustration showing appointment window, late cancellation, bill credit and evidence checklist

Current rate

Missed appointment compensation amount

£32.31

For each missed appointment where the scheme applies.

Less than 24 hours

A late cancellation can count if the provider cancels with less than 24 hours’ notice.

Automatic payment

Signed-up providers should pay without requiring a separate claim.

30-day window

Payment should normally be made within 30 calendar days after the missed appointment.

Keep proof: save the appointment confirmation, cancellation message, engineer visit notes, chat transcript and any bill credit reference.

Quick estimator

Estimate missed appointment compensation

Enter the number of missed appointments. This simple estimator uses the current £32.31 amount per missed appointment.

Estimated: £32.31 Based on 1 missed appointment at £32.31 each.

What counts as a missed appointment?

No engineer arrival

The engineer does not attend the agreed appointment window.

Late cancellation

The provider cancels the appointment with less than 24 hours’ notice.

Provision or repair visit

The appointment relates to a broadband or landline repair or provision visit covered by the scheme.

Appointment evidence

Keep the original appointment date, time window and confirmation message.

Complaint reference

Record any complaint, call, chat or email reference if the bill credit is missing.

Bill credit

Check your account or next bill for the automatic compensation credit.

Appointment compensation versus other broadband compensation

ProblemWhen it appliesCurrent amount
Missed appointmentAn engineer does not turn up, or the appointment is cancelled with less than 24 hours’ notice.£32.31 per missed appointment.
Delayed startYour provider promises a start date for a new service but fails to start it on that date.£6.46 per calendar day, including the missed start date.
Delayed repairAn existing fixed service stops working and is not fully fixed after two full working days.£10.34 per calendar day after the qualifying period.

What to do if compensation does not appear

  1. Check your bill and account for an automatic credit.
  2. Contact the provider with the appointment confirmation and missed appointment details.
  3. Ask whether any exception is being applied and request the reason in writing.
  4. Use the provider complaint process if the issue is not resolved.
  5. Escalate to an Ofcom-approved ADR scheme if the complaint remains unresolved after the required stage.
Use compensation calculator Delayed activation guide Outage compensation

Missed appointment compensation FAQs

How much is missed engineer appointment compensation?

The current automatic compensation amount is £32.31 per missed appointment, where the provider is signed up to the scheme and no exception applies.

What counts as a missed broadband engineer appointment?

It can apply where the engineer does not turn up for the scheduled appointment, or the provider cancels with less than 24 hours’ notice.

When should missed appointment compensation be paid?

Compensation should normally be paid no later than 30 calendar days after the date of the missed appointment.

Do I need to claim missed appointment compensation?

For signed-up providers, missed appointment compensation should be automatic, but keeping appointment evidence helps if the bill credit does not appear.