A new voluntary code introduced by Ofcom goes into effect today. This scheme means that the broadband providers who have signed up will have to reimburse customers in the event of their broadband or landline phone service being down for longer than two days. Here's what you need to know.
The compensation you can expect
Delayed repair following loss of service - if a fault takes longer than two days to fix, you can expect £8 for each day after that period that your broadband is not repaired
Missed appointments - if the engineer does not turn up or your appointment is cancelled with less than 24 hours of notice, you can expect £25 per missed appointment
Delays with the start of a new service - if your broadband does not go live on the agreed date, you can expect £5 for each day of delay, including the missed start date
Homes and small to medium businesses who choose to use residential broadband are eligible for compensation on this scheme, and you should only need to report the fault for compensation to be paid out automatically.
To qualify for compensation, faults must not be of your own making (for example, your problem is down to your own wiring and equipment, you shove a spade through a vital cable on your property, or you're not at home for an engineer visit). You're also due compensation in the event of extreme weather causing problems and third-party incidents that contribute to the delay of repairs.
The providers taking part
Originally BT, Sky, TalkTalk, Virgin Media and Zen signed up to the agreement back when it was proposed in 2017. Since then EE, Hyperoptic, Plusnet and Vodafone have also signed up, accounting for more than 95% of broadband and landline customers in the UK. While most of these providers will be participating in this scheme from today, Hyperoptic and Vodafone will start automatic compensation later this year, and EE should be ready to do so next year.
We've got a few broadband offers to highlight over the last few days of March, with many deals continuing into April and beyond.
BT's latest offer is a Google Home Smart Speaker that's worth £129! This handy gadget acts as an assistant to help you control your home, organise your day, play music and TV shows and much more - all with the power of your voice! It's available with BT Fibre packages and also comes with a BT Reward card increasing the total value of this offer to up to £219! Superfast Fibre is £29.99 a month and comes with Google Home and an £30 reward card. In areas that can get it, Superfast Fibre 2 is £39.99 a month with a Google Home and £90 reward card.1
For anyone looking for non-fibre options, BT's standard Broadband with Weekend Calls is only £24.99 a month and comes with a £50 reward card, but no Google Home. You can also get TV packages with these rewards.1
In a broadband not-spot? Interested in a smart speaker for your home? A 4G home broadband deal from Three might work well for you. For just £25 a month you can get a Huawei AI Cube, a wireless router that acts like a smart speaker and has the Alexa voice assistant built in. What's more, you also get unlimited data each month! If you're not interested in smart gadgets, then Three's basic HomeFi deal also boasts unlimited data for just £22 a month. You can find out more about 4G home broadband in our help page on the subject.2
If you're interested in trying out streaming and TV passes, or looking for a cheap way to watch the final season of Game of Thrones, then NOW Broadband may have an offer that appeals to you. They're offering a 6 month Entertainment Pass and free Anytime calls on all their broadband products. The Entertainment Pass comes with 11 pay TV entertainment channels not available on Freeview, including Sky Atlantic, FOX, Comedy Central and Discovery Channel, and over 300 Box Sets to watch On Demand. Brilliant Broadband is £18 a month, Fab Fibre£25 a month and, in areas where it's available, Super Fibre is £30 a month. If you're an existing Entertainment Pass customer taking out a new broadband contract, then you can redeem this offer in the final 30 days of your current subscription.3
Finally, TalkTalk's Fast Broadband package is currently only £17 per month for the 12 month contract, and you'll also receive a £50 voucher of your choice for Amazon, Argos, Tesco or Ticketmaster! This offer isn't on our usual listings, so be sure to sign up via the link in this blog post.5
All offers available to new customers only unless otherwise specified. Some offers only available in provider network areas. Use our postcode checker to find out what's available in your area. See respective landing pages for full terms and conditions and details of how to claim rewards.
1. All BT products are on an 18 month contract. Connection fees may apply. Prices increase from month 19, see website for out of contract prices. BT reward is a prepaid Mastercard of the specified amount. Google Home offer ends 11:59pm 25th April. Reward card offer ends 11:59pm 4th April.
2. 24 month minimum contract. Availability and speeds vary depending on the mobile coverage in your area and level of usage on the same cell tower. Traffic prioritisation will apply so some services may be slower during peak times. Check coverage for your area on the Three website.
3. NOW Broadband products come on a 12 month contract, or a 1 month contract with a £60 setup fee. Offer is also available on their 1 month contracts, though an ongoing broadband subscription is required for the 6 month pass. Pass auto-renews from month 7 at £7.99 a month, unless cancelled. You can cancel any time. Offer ends 11:59pm 7th May.
4. Standard broadband products are on a 12 month contract, fibre products on an 18 month contract. Connection fees may apply. Prices increase at the end of the offer period when your contract is up, see website for out of contract prices. Customers outside Plusnet Low Cost network areas pay an additional £7.50 per month on all broadband products. Plusnet reward is a prepaid Mastercard of the specified amount. Offers end 11:59pm 2nd April.
5. TalkTalk Fast Broadband is on a 12 month contract. You must enter a valid email address on the Giftcloud landing page before you sign up. Offer ends 11:59pm 11th April.
The first of the month usually has broadband providers dusting off some good offers, and today is no exception. Take your pick from the great deals below!
BT have a very tempting offer this week. Not only can you bag a BT reward card on most packages, if you opt for a fibre product you also get a choice of an Amazon Echo, a Fitbit Charge 3 or a Samsung Tablet A 10.1 - worth up to £179! Superfast Fibre is £29.99 a month and comes with an £80 reward card or, if it's available in your area, you can get Superfast Fibre 2 for £39.99 a month with a £120 reward card.
If you’re not looking from fibre from BT, their standard Broadband with Weekend Calls is only £24.99 a month and comes with a £50 reward card, though sadly no tech extras. TV packages with these rewards are also available.1
TalkTalk’s Fast Broadband package is only £17 a month and comes with a £60 voucher. This offer is only available through the link in this blog post.3
John Lewis have several e-gift cards on offer, depending on the package you opt for. Broadband Unlimited is £20 a month and comes with a £35 e-gift card, Fibre is £28.50 a month and comes with a £50 e-gift card for and Fibre Extra is £35 a month and comes with a £75 e-gift card.4
EE have a Double Data Boost on all their broadband packages. If you have a mobile calling plan with EE you can increase your mobile data allowance by 10GB instead of the usual 5GB boost. Your broadband packages options are Standard Broadband for £21 a month, Fibre Broadband for £27 a month, or Fibre Plus for £31 a month. TV packages are also available.5
All offers available to new customers only unless otherwise specified. See respective landing pages for full terms and conditions and details of how to claim rewards.
1. All BT products are on an 18 month contract. Connection fees may apply. Prices increase from month 19, see website for out of contract prices. BT reward is a pre-paid Mastercard of the specified amount. Offers ends midnight ending 14th March.
2. Standard broadband products are on a 12 month contract, fibre products on an 18 month contract. Connection fees may apply. Prices increase at the end of the offer period when your contract is up, see website for out of contract prices. Plusnet reward is a pre-paid Mastercard of the specified amount. Offers ends midnight ending 12th March.
3. TalkTalk Fast Broadband is on a 12 month contract. Vouchers are a choice between Amazon.co.uk, Argos, Tesco or Ticketmaster. Offer ends midnight ending 15th March.
4. Offer is on an 18 month contract, John Lewis will contact you before this is up to inform you have price rises from month 19. E-gift card can be redeemed at John Lewis or Waitrose. Offer ends midnight ending 5th March.
5. Offer available to existing mobile customers. All EE products are on an 18 month contract. You will be contacted before your contract is up to inform you of price rises from month 19. Data should be added to your mobile account. Offer ends midnight ending 28th March.
More realistic speed estimates - Providers need to advertise speed estimates that are relevant, and must display an 'average speed' that at least 50% of their customers can get during peak hours, between 8pm and 10pm.
Tell you your minimum guaranteed speeds at point of sale - Before you commit to buying, you should be told the minimum dowmload and upload speeds you can get, so you know what to expect, whether you have an actual speed problem, and if you have the right to terminate your contract.
Improving your rights to leave your contract early - Providers will have 30 days to fix your speeds, and if they're unable to do so they must offer you the right to downgrade or to terminate your contract without penalty. This now includes customers on bundled packages, such as landline and TV services.
These rights apply to all cutsomers regardless of the technology - Previously the rules only covered customers on standard broadband over copper landlines, or 'part-fibre' Fibre to the Cabinet products. Now they apply to 'full fibre' Fibre to the Premises/Home technologies as well, including services that use the Openreach (BT Group) telephone network and Virgin Media's cable network.
The updated Code remains voluntary, so Ofcom won't have the power to force all broadband providers to comply. However, most of the major providers have signed up, in fact Ofcom believes Code complaint providers currently serve around 95% of home broadband customers.
Many of the smaller providers haven't signed up on the basis that the implementation of the technologies needed are too impractical and costly for them to make it viable at this time. The principles of the Code have also been criticised by one small provider. It should also be noted that, although the Code applies to all sales from 1st of March onwards, Ofcom won't be testing the compliance of the rules until 2020 to give the signatories time to implement the changes.
The providers who have signed up for the new 2019 Voluntary Codes of Practice are:
KCOM (Hull Area)
BT, Daisy, TalkTalk and Virgin Media have also signed up for this to cover Business customers, with KCOM and XLN sign expected to be compliant in the near future.
Here's a simple trick that can save you £30 a year on your broadband, as well as slashing your monthly bills. All you have to do is pay your line rental up front in one go. And what's more, right now this will boost savings enough to net you the cheapest broadband offer possible!
Plusnet and BT offer 'line rental saver' deals that can get you cheaper broadband, reduce your monthly payments, and also protect you against price rises.
These deals aren't advertised, and they aren't included as standard in any bundles - you have to add them as an optional extra during checkout when you're signing up. But if you can afford to pay a lump sum up front the great benefits make them well worth seeking out.
What deals can you get?
Plusnet value their line rental at £18.99 a month, but will let you have it for £197.88 if you pay all at once. That's equivalent to £16.49 a month - a saving of £30 a year. Throw in the £75 cashback cheque that Plusnet offer if you sign up through this link by Wednesday the 13th of February and you're effectively saving £105 in the first year!
That's not all.
Plusnet's standard broadband - with an average speed of 10Mb - is free. You normally only pay line rental. So if you've paid your line rental up front, it means you'll be getting a year's broadband for NO MONTHLY COST. Or if you divide the total costs of line rental after cashback by 12, you're paying the equivalent of only £10.99 a month. Not bad! And what if you want a faster fibre package? You'll still only pay a little over a fiver more each month under the same terms.
BT offer a similar deal, but with a smaller saving of around £20 a year, which is roughly the same as their activation fee. They also throw in a Weekend calls package. While it probably isn't worth switching to BT solely on the back of this offer, if you were planning to go with them anyway it's totally worth paying the line rental up front if you can afford to do so.
Sounds good, but what else do you need to know?
Firstly, you can obviously only get the deal if you can afford the upfront payment, and it is a lot to pay in one go. Some users might also just prefer to spread the cost over many months. But it does work out cheaper in the long run, and also protects you against mid-contract price rises on line rental (but not the broadband).
Second, make sure you check the length of both parts of your package. Line rental saver offers are for 12 months, but broadband deals can often last 18 months. This will leave you paying six months of line rental at full price in the last part of your contract period. You'll still make a saving, but make sure you make a note of it so you aren't taken by surprise when your bill goes up after a year.
You can renew the line rental saver deal at the end of the year, but we wouldn't recommend this unless you're absolutely certain you're going to be sticking with the same broadband supplier. Broadband prices always go up when your contract ends, so you want the freedom to shop around and find a better deal with a different provider.
A better option might be to hold off until you can get both broadband and line rental on a 12 month contract. Plusnet switches between offering broadband on 12 and 18 month deals frequently.
Finally, your upfront payment isn't refundable. If you need to leave your contract before it's up for any reason you won't get your money back.
Ofcom has launched a new Boost Your Broadband campaign aiming to help millions of internet users get a faster service or to slash their bills on their existing deals.
Half of UK homes could switch to superfast broadband for no extra cost
Ofcom's research has revealed that superfast broadband is now available to 94% of homes, yet only half of UK households have taken it up, and the industry regulator wants more people to start taking advantage of it.
What's more, they found that around four million households with old-style, basic broadband have passed their initial contract period and could switch to superfast for about the same cost as they're currently paying - and in many cases they could even save money!
The high profile campaign is fronted by Gloria Hunniford, and you'll see it on TV, in the press and online. It will help you find out if you can:
Get a faster service with your current provider
Pay less for your existing package
Switch to a better deal with a different provider
Boost Your Broadband offers straightforward, easy to follow advice. Even if you aren't tech savvy and don't even know why you might need faster internet, it doesn't matter. The campaign will equip you with everything you need to snag a better deal.
How to get a better deal with Boost Your Broadband
At the heart of the Boost Your Broadband campaign is the reality that so many of us are still stuck on old deals where the minimum contract period has ended. This leaves us paying more than we should be for a service that's often not as good as it could be.
When that happens you need to speak to your provider to find out what your options are. But if the thought of doing that leaves you feeling a bit out of your depth, don't worry. Ofcom has provided a handy checklist of questions you need to ask:
Am I still in my initial contract period?
If I am, how long is left?
How much am I paying for my current deal?
What am I getting for that price?
How fast does my broadband need to be to do the things I want?
Can I get a faster service, and how much will it cost?
How long do I need to sign up for?
Do I need to pay connection fees to get the new deal?
What happens at the end of the initial contract period?
Once you've got the answers to those questions you'll know what your options are. And that usually boils down to four possibilities: getting a faster service with the same provider, keeping the same speed but signing a new contract (preferably at a lower price), switching providers (which is a lot easier than you might think), or sticking with what you've got.
Before you start, use our Ofcom accredited postcode checker to find out what other broadband packages are available in your area. This will give you an idea of what kinds of speeds and prices you should be looking for. It'll also help you make an informed decision on what to do next.
You could be in line for compensation next time your internet goes down, following an agreement involving some of the UK's biggest broadband providers.
A voluntary code introduced by industry regulator Ofcom states that, from early next year, providers will have to reimburse customers if they lose broadband or landline phone service.
So far, BT, Sky, Virgin Media, TalkTalk and Zen Internet have signed up to the agreement. Plusnet and EE have also indicated that they may join.
What you'll get
Under the plan, customers will receive £8 per day in compensation when their broadband goes down and the fault takes longer than two days to fix.
In addition, there will be £25 compensation when an engineer misses a scheduled appointment, or cancels within 24 hours.
Plus, customers will receive £5 per day when new services they sign up for do not start on time.
Homes, and small and medium businesses are eligible.
There are some caveats. You won't get compensation if you're the cause of the problem, like if you damage the wiring in your home or are out when the engineer arrives. Most faults are also likely to be fixed inside two days, so you could still experience disruption without being compensated for it.
Openreach are also involved in the scheme, since most faults occur on their network (apart from Virgin Media, who use their own infrastructure). They have said that they won't compensate the broadband suppliers in the event of force majeure events like flooding, leaving the onus on the suppliers themselves to foot the bill in those instances.
After a consultation in Spring 2017, Ofcom published their judgement in November 2017, giving retail and wholesale providers a 15 month deadline by which automatic compensation had to be in place. This means that the very latest we can expect to see the system working is mid-February 2019.
Your consumer rights
The agreement is the latest in a line of measures designed to the experience of broadband users, and ensure we're all getting value for money.
If you're switching broadband and plan to take advantage of a Black Friday offer, then let us help you with a round-up of the home broadband deals that are available to you over this sale weekend (and beyond).
The availability of some of these deals will depend on where you live, so be sure to use our postcode checker to see what's available in your area.
BT's Black Friday offerings include reduced-price broadband and reward vouchers ranging from £70 to a whopping £140, depending on the package you opt for. Packages are on an 18 month contract with truly unlimited broadband and weekend calls on most deals. There are various broadband and TV combinations, with offered speeds averaging at 10Mb for standard broadband up to 67Mb on Superfast Fibre 2. Offer ends at midnight on the 26th of November.
EE's offer drops the monthly price of your broadband, and gives EE mobile customers a boost to their data allowance. The normal offer is 5GB, but for Black Friday that's been increased to a very tempting 20GB of mobile data. Prices start from £20 a month, with average speeds at 10Mb for standard broadband, 36Mb for Fibre and 67Mb for Fibre Plus. All EE broadband deals are on an 18 month contract, come with truly unlimited downloads and no activation fee, and Anytime calls are available for an extra £5 a month. Offer ends at midnight on the 4th of December.
First Utility are offering a discount that makes their packages some of the cheapest on the market. You can get a deal from £16.99 a month with average speeds of 11Mb on standard broadband, 35Mb on Fibre and 63Mb on the fastest Fibre product. All packages are on an 18 month contract with no activation fees, truly unlimited downloads and a range of call packages. Offers end at 2pm on the 6th of December.
If you live in a Hyperoptic-enabled area, then you can get some excellent hyperfast deals from them, and you don't even need a landline (though there are call options available should you need them). Reduced prices start from just £15 a month, and as Hyperoptic are a full-fibre provider then your expected speeds should be pretty close to their advertised average speeds of 30Mb, 150Mb and 900Mb! All of Hyperoptic's offers come on a 12 month contract, are truly unlimited and have no activation fees. Offer ends midnight on the 5th of December, and be sure to use the BLACKFRIDAY code at checkout to take advantage of the offer.
NOW Broadband's sale includes money off your broadband and comes with the Anytime call package for free (which usually costs an extra £8 a month). Prices start at £18 a month, and average speeds are 11Mb for standard broadband, 36Mb for Fibre and 63Mb for Super Fibre. They've also added extra Broadband and TV combos, so you can now get your choice of broadband with a discount on both the Sky Cinema and Sky Sports passes, as well as the existing offer on the Entertainment pass. All offers are on a 12 month contract, are truly unlimited and the only upfront costs to pay are £9.99 for postage and packaging for the inclusive router. Offer ends midnight on the 6th of December.
Plusnet have a £75 reward card available on their broadband plus phone bundles, as well as reduced monthly prices. Grab a deal from £18.99 a month with average speeds of 10Mb on standard broadband, 36Mb on Fibre and 66Mb on Fibre Extra. All of their Black Friday deals are on an 18 month contract with a fixed price guarantee, are truly unlimited with no activation fees and offer a choice of phone packages. Offer ends midnight on the 27th of November.
TalkTalk have reduced the price of all their packages for Black Friday, with prices starting from just £17 a month and TV packages are available. Average speeds are 11Mb for standard Fast Broadband, 36Mb for Faster Fibre, and 63Mb for the Faster Fibre speed boost. Fast Broadband packages come on a 12 month contract, with the rest on 18 months, and all come with fixed price broadband. Some packages have no activation, while others do come with TV box costs. Offers end at midnight on November the 29th.
Virgin Media have some select offers on for Black Friday, with their lowest ever prices for VIVID 100 plus phone package at only £25, the Full House TV bundle with VIVID 100 at £45 a month, and the VIP TV bundle (that has all the bells and whistles) with VIVID 350 at £75 a month. As Virgin provide their services over cables installed to your building, average speeds can surpass their advertised speeds. Virgin's deals are all unlimited, on a 12 month contract and come with Weekend calls included. There's also a £25 activation fee. Offers end midnight on the 26th of November.
EE and Virgin Media have been fined £13.3 million by Ofcom for overcharging customers who wanted to leave their contracts early.
After an investigation into early-exit fees, the regulator ruled that the two providers had left nearly half a million customers out of pocket by billing them too much for attempting to leave their deals before they'd expired. They also failed to make properly clear how much people would have to pay to leave.
Ofcom rules allow broadband providers to charge customers who want to leave their deals before their agreed minimum contract length has ended. However, the rules stipulate that:
providers must make it clear exactly how much early leavers will be charged to exit their deals in a "clear, comprehensive, and accessible form"
you mustn’t be charged for any saving that the provider makes from not actually having to supply you the service for the rest of your contract
the charges cannot be so high that they discourage users from switching providers
EE has been fined £6.3 million. Over a six year period, around 400,000 EE mobile and broadband customers were overcharged to the tune of £4.3 million. This happened because EE calculated its exit fees based on the full price of a deal, rather than the discounted price customers were actually paying.
The company has refunded £2.7 million to customers it has been able to identify. Ofcom says a further £1.6 million is yet to be returned. As a result of the investigation, EE says it will conduct a thorough review of its systems in order to fully comply with the rules in future. Contact EE if you think you might have been affected by this.
Virgin Media has been fined £7 million. For almost a year, Virgin charged exit fees that were higher than their customers had agreed to when they signed their contracts. As a result, almost 82,000 people were overcharged nearly £2.8 million. This averages out at £34 per person, although some 6,800 paid over £100 more than they should have.
Virgin Media says it has refunded or made donations for 99.8% of affected customers, and will make further charity donations if they can't track down the rest. The company has now reduced its early-exit charges by an average of 30 percent, and applied an extra reduction to the charges paid by customers who have to end their deals after moving house. However, the company also says it will appeal the fine, describing it as "excessive".
Gaucho Rasmussen, Ofcom’s Director of Investigations and Enforcement, said: "EE and Virgin Media broke our rules by overcharging people who ended their contracts early. Those people were left out of pocket, and the charges amounted to millions of pounds. That is unacceptable. These fines send a clear message to all phone and broadband firms that they must play by the rules, in the interests of their customers."
TalkTalk's low-price offers on broadband are now even better with their new WiFi Hub.
The WiFi Hub, worth £120, can be selected at the point of purchase instead of the current TalkTalk Super Router. It offers several improvements over the older model, including:
Simple set up - the hub comes pre-configured, so you only need to plug it in and switch it and you're good to go
Twice as fast - the WiFi connection on the new hub is twice as fast as the Super Router
Connect more devices - the Super Router allowed you to connect 1-4 devices, this has been increased to up to 9 devices on the WiFi Hub
Stable connection - the hub uses advanced technology that helps break through interference, making the connection more stable throughout the home
Smart WiFi - the hub recognises connected devices and adjust the signal to give them the best speeds for their needs
Of course, you'll be wanting a broadband package to go along with this fantastic WiFi Hub, and TalkTalk have some great offers on right now. Sign up before the end of the 13th of July and get a TalkTalk fibre deal from just £22.50 a month on an 18 month contract! Your chosen package will come with:
Fast, totally unlimited broadband with speeds with speeds averaging at 35Mb, or 63Mb* if it's available in your area
Guaranteed fixed price for the full 18 month contract
FREE activation when you sign up online
Phone packages are available on all deals with the option to add mobile calls for just £7.50 a month
If fibre isn't available in your area yet you can still get TalkTalk's standard Fast Broadband package. For just £17 a month on a 12 month contract you can get speeds that average at 11Mb* along with the other features available with fibre packages.
You could also throw a TV package into the bundle, as TalkTalk offer TV options* with all their broadband packages. You'll get the benefits that come with broadband, along with:
80+ Freeview channels, with 15 in HD
On Demand, including iPlayer, ITV Player and All4
Rent the latest blockbuster movies from only £4
TV Select, with 15 of the nation's favourite channels, including 6 Sky channels
Personalise your package by adding extra channels like Kids TV, Sky Cinema and Sky Sports on a flexible one month contract
Or you can go with TalkTalk's TV Plus package* and get extra features, such as:
* Broadband speed will vary depending on your location (your exact speed estimate will be given at point of sale). Use our postcode checker to find what speeds are available in your area. TalkTalk TV or TV Plus box required, cost £25. You need to connect your TalkTalk TV Box to the internet and your TV aerial. Offer ends 2018-07-13.