They said this… · Telecoms & broadband

“Our terms exclude compensation for all service outages”

Generally incorrect

Contract terms do not necessarily displace statutory, regulatory or automatic-compensation obligations where those regimes apply.

Not sure which right applies? Check your situation →

Why this answer

What actually matters

  • Automatic compensation has eligibility conditions and does not cover every outage.
  • Separate automatic scheme payments from other contractual/statutory loss claims.
  • Keep fault-report and restoration timestamps.

What you could say

Keep the response tied to the actual rule.

Evidence

What to have beside you

  • Contract/order summary and price information
  • Bills and payment history
  • Fault reports, outage records and engineer visits
  • Complaint start date, final response/deadlock and ADR scheme details

If they still refuse

Move the dispute forward.

  1. Use the provider’s formal complaint route and preserve the complaint start date.
  2. Telecom ADR can normally become available after deadlock or once the applicable waiting period has elapsed.
  3. Ofcom is the sector regulator but is not normally the body that awards individual redress.

Read the full rules

Go deeper before escalating.

Primary guideRead the detailed ConsumerWise guidance.Telecom complaintsRead the full guide.Billing disputesRead the full guide.Deadlock & ADRRead the full guide.