Broadband customers across the United Kingdom have the right to claim financial compensation when their internet service experiences prolonged outages, with payments of £9.98 available for each day that repairs remain incomplete. This compensation scheme becomes particularly relevant during periods of severe weather, such as Storm Chandra, which significantly increases the risk of service disruptions affecting countless households and businesses.
The Scale of Broadband Disruptions
Recent data reveals that a substantial 45 per cent of broadband customers experienced at least one outage lasting over 48 hours during 2025. These extended disruptions can prove crippling for individuals working from home, students relying on online learning platforms, and families dependent on internet connectivity for daily activities and entertainment.
Alex Tofts, broadband expert at comparison site Broadband Genie, emphasises the importance of understanding compensation rights: "Losing your internet connection is incredibly frustrating. While not all outages are directly attributable to providers—severe weather and external factors can be to blame—customers remain entitled to automatic compensation under established schemes."
How the Compensation Scheme Operates
The majority of broadband providers participate in Ofcom's voluntary automatic compensation scheme, which mandates payments when services remain unavailable for extended periods. Specifically, customers become eligible for compensation when their broadband service is down for two consecutive days, triggering the £9.98 daily payment until normal service resumes.
Step-by-Step Guide to Claiming Compensation
Check Your Provider's Service Status
Most broadband companies maintain online service outage or uptime checkers on their websites. Typically, these tools require customers to enter their postcode to identify any network disruptions affecting their specific area. This should be your first action when experiencing connectivity issues.
Log the Outage with Your Provider
Through the service status checker or by contacting customer service directly, formally report the disruption. Many providers offer online portals where customers can log outages, creating an official record of when the problem began and how long it persists.
Maintain Detailed Records
While your provider should document reported outages, maintaining your own records represents best practice. Note the date and time the service disruption began, any communication with customer service representatives, and reference numbers provided during your interactions.
Escalate if Necessary
If your provider fails to respond appropriately or unfairly rejects your compensation claim, you have recourse through the Communications Ombudsman service. When escalating an issue, provide the detailed records you maintained throughout the disruption period.
Expert Perspective on Compensation Value
Alex Tofts offers additional insight regarding the compensation amount: "Two days can feel like an eternity without internet access, particularly when modern life increasingly depends on connectivity for work, education, and essential activities. While the compensation may not completely offset the inconvenience experienced, it can help cover additional expenses such as mobile data usage or temporary hotspot solutions while waiting for service restoration."
The broadband compensation scheme represents an important consumer protection measure, ensuring that providers maintain accountability for service reliability while offering financial redress to customers experiencing significant disruptions to their essential internet connectivity.
