7 October 2026
Broadband Delayed After Moving House: What You Can Claim
Check your promised activation date, provider eligibility and compensation when broadband is late after a move, plus how to escalate a complaint.
Taupia
Quick answer
For a participating residential fixed-broadband provider, a missed promised start date can qualify for £6.46 per calendar day of delay. A missed engineer appointment can qualify for £32.31. Check eligibility, exclusions and the provider’s calculation; these are the rates checked on 7 October 2026.
Prepare broadband for your next move
Check coverage and installation needs before choosing a contract for your new address.
If broadband has not started after your move, find the promised activation date in your order confirmation. A delivery estimate for a router is not necessarily the promised service date. Ask the provider to explain the delay and confirm its next action in writing.
Identify which problem you have
Ofcom's automatic compensation rates, checked on 7 October 2026, distinguish three events for participating residential fixed-broadband and landline services:
| Event | Rate | Trigger |
|---|---|---|
| Delayed new service | £6.46 per calendar day | A promised start date is missed |
| Missed engineer | £32.31 per appointment | Engineer absent or cancellation with less than 24 hours' notice |
| Delayed repair | £10.34 per calendar day | An existing service is not fully repaired after two full working days following a reported fault |
For an activation delay, keep the original promised date and later revisions. For a repair, record when you reported the fault. Ask which event the provider has applied if its explanation does not match your evidence.
Check participation and exceptions
Ofcom lists BT, EE, Hyperoptic, Plusnet, Sky including NOW, TalkTalk, Utility Warehouse, Virgin Media, Vodafone and Zen. TalkTalk has restrictions for customers outside the Openreach network. Recheck the official provider list for your service.
The scheme does not establish automatic fixed-broadband compensation for a mobile hotspot. Exceptions can apply when the customer causes or prevents resolution, breaks contract terms, or the problem comes from equipment or activity in the home. Ask for the specific reason if the provider refuses payment. Providers can also issue a cease notification under the scheme's rules; do not assume compensation runs indefinitely.
Keep one evidence record
Save the order confirmation, appointment messages, provider updates, complaint reference and date service actually works. Note which household member can give an engineer access and confirm the contact number.
A short complaint can say: “My order promised activation on [date]. Service is still unavailable. Please confirm the cause, activation plan, scheme eligibility, compensation period and any exception you rely on.” Replace the dates with your own evidence.
Check the credit and escalate if needed
Eligible compensation normally arrives as account credit within 30 calendar days of the delay being resolved or the service being cancelled. A missed-appointment credit has its own 30-day clock from the appointment. Check the account as well as the next bill.
Raise missing or incorrect credit with the provider. Since 8 April 2026, an unresolved complaint can normally go to the provider's independent ADR scheme after six weeks, or earlier with a deadlock letter. Keep the complaint start date. See our telecoms complaints guide for the wider process.
Arrange temporary access without assuming reimbursement
Check mobile signal, data allowance, tethering terms and any extra cost before relying on a hotspot. Ask whether the provider offers interim connectivity and whether accepting it affects compensation. Keep receipts, but do not assume all alternative connection costs will be refunded automatically.
Before cancelling or ordering another fixed service, ask about contract terms and the existing order. Our broadband setup checklist covers coverage, installation and move-versus-switch preparation.
Key takeaways
- For a participating residential fixed-broadband provider, a missed promised start date can qualify for £6.46 per calendar day of delay. A missed engineer appointment can qualify for £32.31. Check eligibility, exclusions and the provider’s calculation; these are the rates checked on 7 October 2026.
Frequently asked questions
Does every broadband provider pay automatic compensation?
No. Check Ofcom’s participating provider list and the terms for your service. The fixed-broadband scheme does not automatically cover a mobile hotspot.
When should a delayed activation credit arrive?
Normally within 30 calendar days after the delayed start is resolved or the service is cancelled, unless you agree another form of compensation.
How long before I can use ADR?
An unresolved telecoms complaint can normally go to the provider’s ADR scheme after six weeks, or earlier with a deadlock letter. The six-week rule started on 8 April 2026.