Residential customer compensation policy

Our Commitments

At GoFibre, we are committed to treating our customers fairly, acting transparently, and resolving issues quickly and effectively.

While we work hard to deliver a dependable service, we recognise that issues can occasionally occur. When they do, and where problems are not resolved within expected timescales, this policy explains when and how we will compensate our residential customers fairly and transparently.

Policy Scope

This policy applies to GoFibre broadband’s residential customers and explains when compensation may be payable, the amount payable, how compensation is paid and the circumstances where compensation will not be paid.

This policy complies with the requirements of the One Touch Switch scheme (OTS Scheme). This policy does not apply to business customers.

Section A - Compensation for issues affecting your Service

This section applies to all our residential customers.

Total Loss of Service due to a Network Fault

If your broadband service stops working entirely due to a fault on our network:

If the fault is not fixed within 3 working days of being reported to us, you will be entitled to claim a £10 credit to your next bill.
If the service remains unavailable for more than 7 working days, you will be entitled to claim a credit to your next bill in the amount of your next month’s subscription charge or £75, whichever is lower.

For further information on how to claim, please contact our Customer Service Team.

Delayed Repair or Replacement of Equipment

If your service is not working due to a verified fault with GoFibre-provided Equipment:

We will arrange repair or replacement as quickly as possible
If replacement equipment is not delivered within 3 working days from the point the fault is confirmed by us, we will apply a £10 credit to your next bill.

Compensation for issues affecting your service will not be paid in the following circumstances (and see ‘Exceptional Circumstances’ below):

Where the fault has been fixed within our service level of 3 working days.
Where there is no total loss of service, such as:
Intermittent connectivity
Slow speeds
Wi-Fi coverage issues within the home
Where the issue is caused by factors outside our control, including (but not limited to):
Internal wiring or equipment not supplied by GoFibre
Power failure at customer premises
Customer-owned or third-party devices
Where the customer has not allowed reasonable access or availability for repair
Where your account is in arrears or you have not addressed a failure of your direct debit within 7 days of our request to do so.

The compensation stated in this policy is the only compensation you are entitled to claim for these issues. Further details can be found in our Terms and Conditions at www.gofibre.co.uk/terms

Section B - Compensation related to the One Touch Switch scheme

This section applies only to customers who have placed an Order using the One Touch Switch Process.

Compensation for delayed Switch

When you place an order for our Service and select ‘One Touch Switch’ we will arrange the installation of your services and confirm the expected switch date. If your service has not been activated by 23.59 on the switch date, we will pay you daily compensation (see below) for the missed switch date and then for each full day after the switch date that your service remains inactive.

For the avoidance of doubt, this means that if your service is activated by 23.59 on the day after the expected switch date, you will only be eligible for compensation for the missed switch date.

Compensation Payable: subject to the Exceptions set out below, you will receive a bill credit of £6.46* for the missed switch date plus £6.46* for each full calendar day that expires after the confirmed switch date until:

the first alternative date that is offered as an alternative switch date; or
if earlier, the date either you or we terminate or cancel the affected Service; or
the date you agree to exit the One Touch Switch process.

* The level of compensation credits that are payable under this Scheme will be adjusted annually, every 1 April, based on the Consumer Price Index (CPI) inflation as of 31 October in the previous year. The payment increase will apply to any new service issues that occur from 1 April.

Compensation for missed Installation appointment

If we have made an appointment with you to install and activate your Broadband Service and we fail to keep that appointment, then we will pay a one-off amount of compensation for that missed appointment.

Compensation payable: subject to the Exceptions set out below, you will receive a bill credit for a fixed amount of £32.31 per incident.

Exceptions - where compensation is not payable

Compensation will not be payable for a delayed switch or missed installation appointment where we have notified you at least 24 hours before the beginning of your agreed installation slot that this appointment has been changed or cancelled or if we have agreed with you a change in the appointment time for the same day. We will call you (and leave a message if you do not pick up the call) and follow up with a message to the email address you have registered with us confirming that the installation appointment slot has been changed or cancelled.

Compensation will not be payable in the following circumstances:

delays to porting of any phone number;
where you are at fault, for example, by not accepting the first available date for an installation or allowing access to your premises and/or relevant equipment. It also means we won’t apply credits for a delayed switch where the delay is due to your failure to accept the earliest date which we offer to you;
you inform us that you wish to exit the One Touch Switch process and wish to proceed with your order outside of the process;
you do not inform us of any known restrictions within your control that would limit the ability to complete an installation, including but not limited to: residential parking restrictions where you are required to provide a parking voucher or equivalent, height restrictions for car parks in flats and communal areas that prevent access;
we could reasonably expect that, if we took the action required in order to avoid an obligation arising to pay credit, we would or would be likely to be in breach of any law or regulation;
you have committed an offence under sections 125 or 126 of the Communications Act 2003;
you are in breach of the terms under which the affected communications services are supplied.

Exceptional circumstances

Compensation is not payable under this policy for any issue in the event of a civil emergency or other exceptional events outside GoFibre’s reasonable control (such as acts of terrorism or national infrastructure emergencies or severe weather events). These situations are rare, and we will always communicate clearly with customers if they occur.

How compensation is applied

Compensation paid in accordance with this policy will be applied in the form of a credit on the customer’s GoFibre account
Credits will appear on the customer’s account and next bill
If a customer believes compensation has not been applied correctly, they should contact our Customer Service team

Accessibility & additional support

We are committed to ensuring our compensation process is accessible to all customers. Customers are encouraged to let us know if they need extra assistance at any stage of the compensation process.

Alternative formats can be provided on request
Reasonable adjustments will be made for customers who need additional support
Vulnerable customers will be supported in line with our Vulnerable Customer Policy