Urgent warning for Brits as little-known broadband rule could see you slapped with £110 fine


BROADBAND users have been warned that they could face fines of up to £110 if they make a common mistake.

If a family asks to meet with an engineer but doesn’t answer the door when they arrive, a fee may be levied.


Brits can be charged as much as £110 if they call for an engineer but don’t answer the door when they callcredit: getty

The fee has been dubbed a “doorbell tax” by angry Brits facing fines.

Many broadband providers are now charging customers who miss an engineer’s appointment or simply don’t hear the doorbell.

talk Talkcharges up to £65, while both sky And virgin Charge 25 pounds.

And vodafone Could charge a hefty amount of £110.

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Families may receive compensation if an engineer misses an appointment, but it is often a fraction of the amount you can be accused of missing out on your own.

If an engineer is called for no profit, the amount you will be charged may vary depending on your supplier.

Many firms will pay £26.24 for each missed appointment or for appointments canceled with less than 24 hours’ notice.

If you change providers and your new service is delayed, you should get £5.25 per day.

And if you encounter a blockage, you should get £8.40 if it isn’t fixed within two full business days of reporting.

But now the providers have turned their backs on customers and started charging them for missed appointments.

A Vodafone spokesperson told The Sun Online: “While we reserve the right to charge customers if they miss the appointment of an engineer, Vodafone does not currently charge a fee.

“We continually review our policies to help our customers avoid missed appointments.”

its Price Plan Document, dated 6th May, 2022On page 12 it states that it charges £110 for a “missed engineer appointment fee”.

When asked at this point, the company said, “We currently do not request any payment from the customer.”

A Virgin Media spokesperson said: “Unlike many other providers, all of our customers benefit from service and repair at no additional cost – even if we need to send an engineer.

“Charges for missed appointments are common across the industry so that we can provide the best service to all customers and we are proud that our charges are among the lowest in the market.”

The Sun Online has also reached out to TalkTalk and Sky for comment.

Emma Robinson, 42, of Surrey, a Virgin Media client, told The Sunday Mirror: “I have two young children and it’s not unusual for me to ring the doorbell if I’m bathing my baby upstairs.

“Now Virgin wants to fine me for not answering my door when they rarely pick up the phone and provide some of the worst customer service on the market. Incredible.”

Martyn James of the grievance redressal group Resolver said: “Anyone who has spent ages trying to get an appointment for a mistake – or hasn’t knocked on the door at home by evening – will be outraged that a missed appointment could be Result in a charge.

“The broadband The industry has a pretty terrible reputation for missed appointments, service and sorting out complaints. Until the sector has its own home, it shouldn’t charge extra for anything—including missed appointments and exit fees. ,

Can I get compensation for the missed appointment?

Several firms have been signed up for an automatic compensation scheme set up by telecom regulator Ofcom.

The complete list of firms belonging to the scheme are as follows:

  • bt
  • EE
  • hyperoptic
  • Plusnet (including John Lewis Broadband)
  • Sky (now including broadband)
  • talk Talk
  • utility warehouse
  • Virgin Media
  • Vodafone (Customers on OpenReach network only)
  • zen internet

Under the scheme, if your engineer does not arrive with less than 24 hours notice or cancels, you will receive £26.24 per missed appointment.

A delay in the start of a new service is £5.25 a day, and a delayed repair after the loss of a service is £8.40 a day.

The compensation amount increases every year according to inflation.

To be eligible for compensation all you need to do is report the problem to your provider, and it will automatically pay out.

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Ofgem states that compensation must be paid within 30 calendar days of reporting the issue.

This is usually applied to your bill in the form of a credit.

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