Broadband blues, beaten

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From 01 April 2019 OFCOM introduced new rules which mean you automatically get compensation for problems with broadband or landline installations, delayed repairs or missed engineer appointments.

Before we all get too excited, we’re not talking huge amounts of money here. But problems with appointments have been the source of huge amounts of frustration for people across the land for years now, so this ruling will go some way towards making things right for fed up telephone and broadband customers.

For repairs you will get £8 per day the problem is not repaired (after first 48 hours). For missed appointments, it’s £25. For delays starting up a new service you’ll get £5 a day.

Now just because these rules are in place doesn’t mean everything will go seamlessly. So if you are affected by a missed appointment check to see you’ve got the cash!

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That’s not all though. Check out these other new rules that – fabulously – have come in to play or are on the horizon soon.

A price cap on directory enquiry services. This reduces the amount you’ll spend on directory enquiries made through 118 numbers. If you’ve been ripped off in the past, you can still complain. Resolver can help you get started.

There are plans to make companies tell people when their contracts are coming to an end – and if there are better deals out there.

A review in to broadband pricing has been announced, including the dreaded loyalty charge – where loyal customers can be paying more for their contracts than new ones.

There are still lots of other problems to deal with though. Exit fees, customer service problems, restrictive contracts and TV packages still drive lots of complaints to Resolver – 13,655 cases last year, up nearly 40%. These things aren’t covered by the new rules. And I’ll be telling you how to tackle these problems soon!