What happened in this broadband install delay case?
A broadband install delay at EE has raised a question about when Ofcom’s automatic compensation scheme starts counting. ISPreview reported on 3 November 2026 that a new full fibre customer ordered on 25 September and was given an install date of 6 October. The line was not installed until 13 October.
The customer says they rang EE on 5 October, the day before the visit, because they had heard nothing since the first email, and were told the order had been lost or not processed correctly. A new order was placed and the line went in a week later. The customer says EE then declined to pay compensation.
Here is where it gets awkward. EE did not comment on the record, but told ISPreview that the 25 September documents were pre-contract information rather than confirmation that an order had been accepted, and that an online order journey started that day was never completed. It says eligibility depends on the dates recorded once an order is accepted into its provisioning system, that the service was delivered within its committed timeframe, and that it sees no evidence of an EE error. That is EE’s position, and the customer’s account is different.
The sums here are small, and the customer says so himself. The point is not the money. A broadband install delay costs you time as well, because you may be waiting in for engineers or covering with a mobile hotspot in the meantime. That is why Ofcom’s scheme is meant to pay out without you having to chase it.
Key takeaways
- A broadband install delay can earn automatic compensation if your provider confirmed a start date in writing and missed it.
- Providers and customers can disagree about what counts as a confirmed date, as this case shows.
- Check that your provider is actually in the scheme, because not every provider is and some have conditions.
- Complain to your provider first. If that fails, an Alternative Dispute Resolution scheme can look at it.
How much compensation does Ofcom’s scheme pay for a delayed start?
Ofcom’s scheme pays £6.46 for each calendar day of delay when a provider promises to start a new service on a particular date and fails to. That figure comes from Ofcom’s automatic compensation page, and Ofcom says the amounts rise each year in line with inflation.
The same page lists the other two payments. A repair that is not finished two full working days after you report a fault pays £10.34 for each calendar day the service is not repaired. A missed or short notice engineer appointment pays £32.31 per missed appointment.
Ofcom lists the signed up providers as BT, EE, Hyperoptic, Plusnet, Sky, TalkTalk, Utility Warehouse, Virgin Media, Vodafone and Zen Internet. Two of those carry a qualification worth knowing before you count on a payout: Sky’s entry covers NOW Broadband as well, and Ofcom notes that restrictions apply for TalkTalk customers who are not on the Openreach network. If your provider is not on that list at all, the scheme does not apply to you, though you may still have rights under general consumer law.
Compensation is normally a credit on your bill, and you should not have to claim it. Our broadband compensation guide covers the full scheme.
When does the clock start on a broadband install delay?
The clock starts when the provider has confirmed a start date in writing. Ofcom told ISPreview that where a provider has confirmed in writing an initial date for a customer’s broadband service to be activated, compensation is payable if the service is not activated by 11.59pm on that date, subject to some exceptions set out in the voluntary Code of Practice.
The catch is what counts as confirmed. In this case EE’s email gave a provisional installation date and was headed as pre-contract information. EE says compensation depends on the dates recorded once an order is accepted into its systems. The customer’s view is that the written email told them an order was in.
Ofcom did not rule on the case. Its spokesperson said whether the requirement has been met will depend on the particular circumstances, including what information the provider confirmed to the customer. Ofcom also pointed out that the scheme does not stop a provider paying compensation in situations that fall outside it, and that providers should clearly explain why a customer is not eligible.
Whichever way this particular case ends, the practical point for any broadband install delay is the same: the written date is your best evidence. If the email says provisional, ask the provider to confirm the date in writing, and keep that reply.
What should you do if you face a broadband install delay?
Start by keeping every email, text and order reference. If a date was given in writing and missed, ask your provider for automatic compensation and say which date you were given. Use plain words and keep it factual.
If the provider says you are not eligible, Ofcom says it should explain why clearly. If you still disagree, complain to the provider first. If that does not settle it, you can take the complaint to an Alternative Dispute Resolution scheme. Ofcom does not resolve individual disputes itself.
Check the small print on your order confirmation too. Look for words like provisional, estimated or pre-contract, because they can affect how a provider treats the date. If a broadband install delay looks likely, say so when you ask for the date to be confirmed.
It also pays to chase early. The customer in this case only found out about the problem by ringing the day before the install. If you have heard nothing after ordering, a quick call is cheaper than a lost week. Our Ofcom complaints round up and our broadband customer service survey post show how providers compare on service.
A broadband install delay is rare, and this one involved a small sum. But the lesson holds whichever provider you pick: get the date in writing and keep it. If you are choosing a new deal, comparing providers takes a few minutes.
Frequently asked questions about a broadband install delay
- Do I get compensation for a broadband install delay?
- If your provider is signed up to Ofcom’s scheme and confirmed a start date in writing but did not activate the service by 11.59pm on that date, you should be paid £6.46 for each calendar day of delay, subject to exceptions in the Code of Practice.
- Which providers are in the automatic compensation scheme?
- Ofcom lists BT, EE, Hyperoptic, Plusnet, Sky including NOW Broadband, TalkTalk, Utility Warehouse, Virgin Media, Vodafone and Zen Internet. Ofcom notes restrictions apply for TalkTalk customers who are not on the Openreach network.
- What if my provider is not in the scheme?
- The automatic payments do not apply, but you may still have rights under general consumer law, and Ofcom says a provider can choose to pay compensation outside the scheme.
- Can Ofcom settle my complaint about a broadband install delay?
- No. Ofcom does not resolve individual disputes. Complain to your provider first, and if it is not resolved you can go to an Alternative Dispute Resolution scheme.
- Does a pre-contract information email count as a confirmed date?
- Ofcom has not given a ruling on that point. It says it depends on the circumstances, including what information the provider confirmed to the customer.
Sources
- Ofcom, Automatic compensation: what you need to know supports the £6.46 daily delay payment, the £10.34 daily repair payment, the £32.31 missed appointment payment, the list of signed up providers and the Sky and TalkTalk qualifications.
- ISPreview, EE’s broadband install delay raises questions over UK compensation rules, 3 November 2026, supports the order and install dates, the customer’s account, EE’s response and Ofcom’s statement about when compensation is payable.
Checked 4 November 2026.
