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Broadband & Telecoms

Broadband and telecoms providers are regulated by Ofcom, and since 2022, automatic compensation applies when they fail to deliver. If your speeds are below what you were promised, or you're being charged to leave a contract, there's a strong case to make.

The law that applies

Communications Act 2003

The primary legislation governing telecoms regulation. Gives Ofcom powers to set licence conditions.

Ofcom Automatic Compensation Scheme (2022)

Broadband providers signed up to the scheme must pay: £8.40/day for slow repairs, £26.24 for a missed engineer appointment, £5.25/day for delayed activation.

Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013

Rights to cancel distance contracts. Applies to telecoms contracts sold online or over the phone.

The process - step by step

1

Formal complaint to the provider

Write to the provider citing the specific breach - advertised speeds, missed appointments, or mis-sold contract terms. Claim automatic compensation where applicable.

2

8-week clock or deadlock letter

If unresolved after 8 weeks, or following a deadlock letter, you can escalate to an ADR scheme.

3

CISAS or Ombudsman Services: Communications

Two approved ADR (Alternative Dispute Resolution) schemes handle telecoms complaints. Free, independent, and binding on the provider.

Possible next steps

CISAS or Ombudsman Services: Communications

Your provider will belong to either CISAS (Communications and Internet Services Adjudication Scheme) or Ombudsman Services: Communications. Check the provider's website to confirm which scheme they use.

This is general guidance only. Whether an external scheme applies depends on the company, its membership, the complaint stage, and verified case facts. Fight My Corner does not currently start an external route.

Important warnings

Early termination fees (ETFs) are sometimes unlawful - especially if the contract was mis-sold. Challenge the fee as well as seeking to leave.

Automatic compensation must be claimed - it isn't always paid automatically, despite the name. A formal letter triggering the claim is often needed.

Speeds 'up to' advertised speeds are a minimum guaranteed standard for many providers - check your contract.

What Fight My Corner covers for this dispute

What's included

  • Speed below advertised minimum guarantee
  • Missed engineer appointments
  • Delayed activation
  • Billing errors
  • Early termination fee disputes
  • Mis-sold contract terms

What's not included

  • Physical infrastructure repairs (contact the provider's engineering team)

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Legal disclaimer · Fight My Corner provides dispute guidance, not legal advice.