Know your rights: broadband consumer champion
Eight questions on what you are owed when broadband goes wrong. Much of it is paid automatically, and knowing the numbers lets you check you got it.
From 1 April 2026, providers in Ofcom's automatic compensation scheme pay £10.34 a day for a late repair, £32.31 for a missed appointment and £6.46 a day for a late start. Since 8 April 2026 you can take an unresolved complaint to an independent scheme after six weeks.
What you will learn
- 1What automatic compensation pays and when
- 2Your right to leave over slow speeds
- 3How quickly a complaint can be escalated
Why it matters
When broadband breaks, most providers owe you money automatically. Ofcom's automatic compensation scheme pays a daily amount once a repair runs past two full working days, a fixed sum for a missed engineer and a daily amount if a new service starts late. The amounts rise with inflation each April.
There are other rights too. If your speed drops below the minimum you were guaranteed and is not fixed in 30 days, the speeds code lets you leave without an exit fee. If you signed up online or by phone, you usually have 14 days to change your mind. And since April 2026, a complaint that is not sorted can go to an independent scheme after six weeks, not eight.
Every answer, explained
Spoilers below. Play first, then open any question to see the answer, the reason and the source.
1. From 1 April 2026, what do providers in Ofcom's scheme pay for each day a repair runs late?
Answer: £10.34
£10.34 for each calendar day the service is not repaired, once two full working days have passed.
Source: Ofcom, April 2026 compensation update; Ofcom, Automatic compensation This answer is reviewed by 31 May 2027.
2. An engineer misses your appointment. What are you owed?
Answer: £32.31
£32.31 per missed appointment, from 1 April 2026.
Source: Ofcom, April 2026 compensation update This answer is reviewed by 31 May 2027.
3. Your new service starts late. What is the daily compensation?
Answer: £6.46
£6.46 for each calendar day of delay, from 1 April 2026.
Source: Ofcom, April 2026 compensation update This answer is reviewed by 31 May 2027.
4. When does compensation for a broken service start to build up?
Answer: Once it is not fixed after two full working days
After two full working days without a fix. From then the daily amount applies.
Source: Ofcom, Automatic compensation
5. Your speed is below your minimum guarantee and not fixed in 30 days. What can you do?
Answer: Leave without an early exit fee
Under Ofcom's speeds code you can leave without an early exit fee, and that can include linked services.
6. Since 8 April 2026, how long before an unresolved complaint can go to an independent dispute resolution scheme?
7. You signed up online and change your mind. How long does Citizens Advice say you usually have to cancel for free?
Answer: 14 days
14 days for online and phone sign-ups, though you may pay for what you have used.
8. Is every broadband provider signed up to automatic compensation?
Answer: No, so check Ofcom's list for yours
No. Ofcom lists the providers that are, including BT, EE, Hyperoptic, Plusnet, Sky and NOW, TalkTalk, Utility Warehouse, Virgin Media, Vodafone and Zen.
Source: Ofcom, Automatic compensation
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Questions people ask
- How much compensation do I get if my broadband is down?
- With providers in Ofcom's scheme, from 1 April 2026 it is £10.34 for each calendar day the service is not repaired once two full working days have passed.
- Is every provider in the automatic compensation scheme?
- No. Ofcom lists the providers signed up, including BT, EE, Hyperoptic, Plusnet, Sky and NOW, TalkTalk, Utility Warehouse, Virgin Media, Vodafone and Zen.
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How we checked this quiz
Every answer was checked on 9 November 2026 against the source listed with it, mostly Ofcom and the companies that publish the figures, and dated figures say when they apply. Questions that depend on a date, such as compensation amounts that rise each April, are hidden automatically once they pass their review date, so the quiz never shows an out-of-date answer. Your scores, badges and streaks are kept on this device only. Anonymous answer counts help us show how other players did, with no names or personal details.
References
- Citizens Advice. (n.d.). Cancelling a phone, TV, internet or mobile contract. Retrieved November 9, 2026. https://www.citizensadvice.org.uk/consumer/phone-internet-downloads-or-tv/cancelling-a-phone-tv-internet-or-mobile-contract/
- Ofcom. (2026, April 8). Quicker complaints resolution and more money in your pocket when things go wrong. https://www.ofcom.org.uk/phones-and-broadband/accessibility/quicker-complaints-resolution-and-more-money-in-your-pocket-when-things-go-wrong
- Ofcom. (n.d.). Automatic compensation: What you need to know. Retrieved November 9, 2026. https://www.ofcom.org.uk/phones-and-broadband/service-quality/automatic-compensation-need-know/
- Ofcom. (n.d.). Broadband speeds code of practice. Retrieved November 9, 2026. https://www.ofcom.org.uk/phones-and-broadband/coverage-and-speeds/broadband-speeds-code-practice
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