Compensation for failed or delayed switches
Your Co-op is not a member of Ofcom's Automatic Compensation scheme, but we are obliged to pay compensation under General Condition C7 when switches between providers fail.
You may be entitled to compensation if:
- you have applied to another provider to move away from us and we have not supplied you with sufficient information about the implications of switching.
- you are moving to us and we miss an agreed appointment to activate your new service.
- your router has not arrived by the time your service starts.
In most cases, compensation will be arranged as a bill credit, 30 days after the date of a missed appointment, unless we have given you 24 hours’ notice of any change or you have previously agreed to a change in the original appointment time.
The requirement to provide compensation does not apply to delays in porting telephone numbers between suppliers.
