The Ofcom voluntary auto compensation scheme went live on April 1 2019, and we’ve signed up to it. If you’re a residential or small business landline or broadband customer, you’ll be eligible to receive automatic compensation when our service to you falls short of expected standards.

Please note, Digital Voice taken when over your broadband connection is not a fixed line telephony service, and is not eligible for delay payments under this scheme

You don’t need to do anything to qualify for auto compensation.

We think it’s a faster, fairer and more efficient way to compensate customers when something goes wrong, and because it’s automatic you don’t need to make a claim or sign up to anything.

You'll be entitled to automatic compensation if any of the following happen:

1) Delayed provision
If you’re promised that a new service will go live on a particular date and it doesn’t, you’ll receive £6.10 per day (including the missed start date) until the service starts. You won’t receive compensation for the day the service starts.

So, for example, if your new service is due to go live on a Tuesday but is delayed until Friday, you’d get £18.30.

If provision is delayed because you miss your appointment, the compensation calculation will be paused, and will only resume if activation is not completed at the next engineer visit.

You won't receive compensation if you don't accept the earliest reappointment date (where applicable).

2) Delayed repair
If your service stops working (total loss of service) and isn’t fixed within two working days of reporting the fault, you’ll automatically receive £9.76 per day for each day until the fault is repaired. You won’t receive compensation for the day the fault is fixed.

So, for example, if you report a fault on a Monday, we’ll have until 23.59 on Wednesday to get it fixed. If we don’t, you’ll receive compensation for every full day after that until the fault is fixed. If you report the fault on a Friday, we’ll have until 23.59 on Tuesday.

You won't receive compensation if:

• You haven't reported the fault to us
• The fault is within your own property (like WiFi issues or internal wiring, for example)
• You don't accept the earliest reappointment date (where applicable)

• For broadband - a service fault outside your property that prevents you from accessing the internet
• For phone - a service fault outside your property that prevents you from making or receiving calls
• If you experience a total loss of service on your phone line and broadband service at the same time, the maximum credit you receive will be fixed at £9.76 per day.

If an engineer doesn’t turn up for a scheduled appointment, or the appointment is cancelled with less than 24 hours’ notice, you’ll receive £30.49 compensation.

You won't receive compensation if you receive more than 24-hours' notice of a change or cancellation of appointment, or if you miss the appointment.

If you’re eligible to receive compensation (based on any of the above scenarios), it will be automatically credited to your next bill after the missed appointment, activation date or fix.

We will always credit your compensation to you as quickly as possible. However, we understand that you may wish to query the amount you have (or haven’t) received.

• In the event of a delayed repair or provision, please wait 15 full days from the date of repair or activation
• To query a missed appointment, please wait 7 full days

After this time, please contact us and we will do our best to help you.

For delayed repair or provision, compensation is calculated to the date the fault or provision is completed. For missed appointments, you will receive £30.49 in each instance.

Additionally, for delayed repairs, if we are unable to fix your service after 30 days you will be entitled to leave Zen with no termination charges.

In the event that you cancel your order or service prior to completion or repair, you may still be eligible to receive compensation.

• For delayed orders, you will be compensated up to the cancellation date.
• When a faulty service is ceased, you will be compensated up to the service cease date or repair date (whichever comes first).