NOW Broadband complaint: what you can claim

If a broadband or landline fault is not fixed within 2 full working days of you reporting it, you are owed £10.34 for each calendar day after that.

If a new broadband or landline service does not start on the date promised, you are owed £6.46 for each calendar day of delay.

If an engineer does not turn up for a booked appointment, you are owed £32.31.

Automatic compensation is paid as a credit on your bill within 30 calendar days, without you having to claim it.

After 30 days of payments for the same fault, the provider can give 30 days' notice to stop paying, but it must offer you another suitable service.

The automatic compensation amounts rise every April in line with inflation.

For contracts started on or after 17 January 2025, any price rise during the contract must be written in pounds and pence.

If a price rise was not set out in your contract, the provider must give you 30 days' notice, and you then have 30 days to leave without paying an exit fee.

If a switch to a new provider goes wrong, you are owed compensation for each full day of delay, paid within 30 calendar days without you having to claim.

Switching compensation is due when you lose your service for more than 1 working day, or an engineer misses a switching appointment.

If your provider signed Ofcom's broadband speeds code, it must give you a minimum guaranteed speed when you sign up. If your speed falls below it, the provider has 30 days to fix it, and then you can leave without a penalty, including any bundle linked to the broadband.

If your complaint is not sorted within 6 weeks, or the provider sends you a deadlock letter, you can take it to the provider's ombudsman scheme for free.

You must take your complaint to the scheme within 12 months of the deadlock letter.

These providers use CISAS for complaints.