Can I get compensation for issues when switching broadband provider?
Experienced a delay or other issues when switching to or 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 will become mandatory from 3 April 2023.
You could be entitled to compensation for any of the following reasons:
If there's a delay transferring your number to NOW and/or cancelling your services with your old provider, you might be entitled to compensation.
Your number hasn't been transferred as expected to NOW, and you're experiencing issues with calls. You might have received an SMS to let you know there is a delay in your number port and that you're entitled to a part-refund.
You recently transferred your number to NOW but only have a partial calls service. For example, you might be able to make or receive calls from some numbers but not from others.
NOW is responsible for ensuring you are provided with relevant and correct information via our communication channels and information held online. If the information is incorrect about your switch to NOW or leaving NOW, then you might be entitled to compensation.
If you have a delay with your switch to or from NOW, or you've experienced any of 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 when transferring to NOW, and won't need to get in touch with us to request it.
- Missed engineer appointments
- Total loss of service
- Delay with you new broadband and/or calls service
More infoWhat is broadband auto-compensation?
What other issues might I be entitled to compensation for?
You might be entitled to compensation for other issues caused by a delay in switching:
If there's a delay in switching longer than 1 business day, you might be entitled to compensation.
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.
You could be due compensation if NOW has breached Ofcom regulations when providing your broadband or calls service.
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.