I have been let down by the engineer who was supposed to be installing my broadband. What can I do?

Unfortunately, this is outside the remit of the CSW Broadband Project as our role is only to install the fibre network. This is an issue that you will have to take up with your ISP as it is down to them to arrange for the installation.

Ofcom estimate that there are 7.2 million cases each year where broadband or landline customers suffer delayed repairs, installations or missed engineer appointments but as of 1st April 2019, customers who experience these issues will now be compensated without even having to ask.

Under the terms of the agreement, if an engineer does not arrive on schedule or cancels within 24 hours, the compensation will be £25. If a service stops working and is not fully fixed after two working days, customers will be entitled to £8 a day in compensation.

There will also be £5 per day offered for new services not starting on time.

Please visit the Ofcom website for further details on the automatic compensation scheme.

Posted in: Once Your Cabinet has Gone Live