Our work on service quality

Following an Ofcom review, BT, Sky, TalkTalk, Virgin Media and Zen Internet have agreed to introduce automatic compensation when things go wrong (PDF, 1.6 MB). Specifically, from March 2019, they will give their broadband and landline customers money back when they experience delayed repairs following loss of service, delayed installations and missed appointments. This should also incentivise improved service quality.

In March 2018, we announced measures that will improve the reliability of the Openreach network, including tougher requirements to ensure more services are installed promptly and repairs completed when consumers expect them. These came into effect on 1 April 2018.

From 1 March 2019, signatories to the Residential and Business Broadband Speeds Codes of Practice will be required to provide potential customers with better information on the broadband speeds they are likely to receive, before they commit to a new contract. The new codes also strengthen the right to exit that signatories have to offer customers if their speed falls below a minimum guaranteed level.

We have published a package of measures to encourage the deployment of competing full-fibre networks which will ultimately benefit consumers as more UK homes will have access to ultrafast broadband, and more reliable networks which came into effect on 1 April 2018. In addition, the broadband USO will help improve speeds for those who currently get less than 10 Mbit/s.

We continue to monitor providers’ compliance with Ofcom’s complaint handling rules through an open enforcement programme. New rules will come into effect on 1 October 2018 to ensure that providers deal with complaints from consumers promptly and effectively.