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Can I get compensation for issues when switching broadband provider?

Experienced a delay or other issues when switching from NOW Broadband? You might be entitled to compensation in line with the switching and complaints code of practice scheme.

To comply with Ofcom regulations, NOW subscribes to the Voluntary Code of Practice (VCOP), which has been mandatory since 3 April 2023.

You could be entitled to compensation for the following reasons:

Switching from NOW to another provider

You should let your new provider know that you want them to take over the service from NOW, and if you'd like to transfer your existing landline number.

Your new provider is responsible for providing compensation if there is a delay in transferring your number or broadband service. However, NOW is responsible for providing you with the correct information about your switch. If NOW has provided you with incorrect information, you may be entitled to compensation.

Received incorrect information about leaving NOW

NOW is responsible for ensuring you are provided with relevant and correct information via our communication channels and information held online. If the information about leaving NOW is incorrect, then you might be entitled to compensation.


If you have a delay with your switch from NOW, or you've experienced the issues above when switching, then please get in touch.

When will I receive compensation automatically?

You'll receive automatic compensation for any of the issues below, and won't need to get in touch with us to request it.

  • Missed engineer appointments
  • Total loss of service
  • Delay with your broadband and/or calls service.

More info: What is broadband auto-compensation?

 

FAQs

Why might I be due compensation?

You could be due compensation if NOW has breached Ofcom regulations when providing your broadband or calls service.

I had a delay with my service – am I due compensation?

If the delay is more than 24 hours for either your broadband or calls service, you might be entitled to compensation. This will be paid to you automatically, so you don’t need to get in touch. We'll notify you to let you know when your compensation has been paid.

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