A poor level of customer service shown by your broadband or landline provider is like a late train. You know you could probably argue your way into some nominal refund, but it just seems more trouble than it’s worth. The issue with that is there’s no incentive to ensure the train runs on time, so earlier this year, Ofcom floated the idea that telecoms providers should compensate customers for poor service automatically, no complaints necessary. Today the regulator announced that BT, Sky, TalkTalk, Virgin Media and Zen Internet — which cover 90 percent of broadband and landline customers between them — have “agreed” to be part of such a scheme.
UK ISPs will automatically compensate customers for shoddy service