Fee's for missing a Broadband engineer visit

Sometimes it is inevitable that you may have to book an engineer to fix a broken broadband issue (We have had to a few times) but what if you actually miss the appointment? Well unfortunately you will have to pay a fee.

A number of broadband providers are now charging customers who miss an engineer appointment or simply don’t hear the doorbell ring.

TalkTalk’s fee is up to £65, while both Sky and Virgin charge £25. Whilst Vodafone could impose a hefty sum of £110.

If an engineer is called out to no avail, the amount you can be charged varies depending on your supplier.

Many companies will pay £26.24 for each missed appointment, or for appointments cancelled with less than 24 hours’ notice.

If you change provider and there’s a delay to your new service starting you should get £5.25 a day.

What if the engineer does not turn up?

There is a scheme called the automatic compensation scheme set up by telecoms regulator Ofcom.

Under the scheme, you’ll get £26.24 per missed appointment if your engineer does not turn up or cancels with less than 24 hours’ notice.

The full list of firms which belong to the scheme are:

  • BT
  • EE
  • Hyperoptic
  • Plusnet (including John Lewis Broadband)
  • Sky (including Now Broadband)
  • TalkTalk
  • Utility Warehouse
  • Virgin Media
  • Vodafone (customers on Openreach network only)
  • Zen Internet

Under the scheme, you’ll get £26.24 per missed appointment if your engineer does not turn up or cancels with less than 24 hours’ notice.

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