BT accuse TalkTalk of blocking broadband compensation

Tuesday, 18 April, 2017

The chief executive of BT’s consumer division has accused rival TalkTalk of scuppering plans for an industry-wide broadband compensation scheme.

Ofcom launched plans in March for a £185 million compensation plan to instantly reimburse customers who suffer from failing broadband.

Ofcom want providers to pay out up to £30 compensation every time an engineer misses an appointment to install broadband, or up to £10 a day if your landline or broadband goes down and it’s not fixed on time.

Get £30 a day compensation for broadband failure - Ofcom rul

But according to a 16 April piece in the Sunday Telegraph, BT’s John Petter told a group of regulators that TalkTalk had refused to put their name to a voluntary code of practice.

Mr Petter is quoted as saying: “There’s one provider that’s resisting this, it’s TalkTalk. If there’s anyone here from TalkTalk, please come on board and back the code of practice please.”

Three of the largest UK broadband providers: BT, Sky and Virgin Media, have reportedly agreed in principle to give cash back to customers under a voluntary scheme. But Mr Petter said it was TalkTalk that was holding up the process.

Every year Ofcom deals with 5.7 million complaints from customers who have had problems with their landline or broadband services.

And one in every eight broadband installations were delayed, affecting more than 1.3 million people.

At the moment, compensation payments are only given to around 15 per cent of people who complain. This amounts to payments of just over £16 million.

Ofcom’s plan would increase these payments more than tenfold.

A consultation launches on 5 July 2017 and the regulator will rule on the findings by the end of the year.

TalkTalk were contacted for comment in response to the Sunday Telegraph piece and Mr Petter’s remarks, but declined to make a statement.

Lindsey Fussell, Ofcom’s Consumer Group Director, said when the plans were launched: “When a customer’s landline or broadband goes wrong, that is frustrating enough without having to fight tooth and nail to get fair compensation from the provider.

“So we’re proposing new rules to force providers to pay money back to customers automatically, whenever repairs or installations don’t happen on time, or when people wait in for an engineer who doesn’t turn up.

“This would mean customers are properly compensated, while providers will want to work harder to improve their service.”

Tom Rodgers author picture

By:

Tom is a tech journalist and former Editor at BroadbandDeals.co.uk.

News What's the story?

Keep up with the latest developments in UK broadband.

BT and O2 launch 5G in the same week!

BT and O2 are the latest networks to enter the bitter high street 5G battle.

BT and O2 launch 5G in the same week!BT and O2 launch 5G in the same week! Read more

UK Porn block for children has been scrapped.

The government’s controversial ‘porn blocker’ plan, mired in delays and problems, has been officially scrapped.

Read more

Gigaclear undertake costly fibre install UNDER River Severn to reach rural customers

The upstart ISP embarks on ambitious plan to ensure rural customers have access to full fibre broadband!

Read more

New rules bring full-fibre to apartment blocks

New measures help ISPs sidestep rogue landlords

Read more

Help Learn with us

Make the most of the internet with our broadband library.

Minimum connection speeds for common online activities

Read more

How many companies provide full fibre broadband?

Read more

What is Britbox, and how do I get it?

The latest addition to the crowded TV Streaming market may struggle to break through

Read more