Do Aquiss Pay Compensation??

Does anyone know if Aquiss pay compensation (recently asked below but thread locked so was never answered)? I believe this is important to know should an issue occur and when comparing them with other ISPs

In reply to a post by FibreBubble:

It has been mentioned that providers who are signed up to Ofcom's Code of Practice automatically pay compensation to customers for delayed provision.

Openreach also pro actively pay compensation to ISPs for delays via their Service Level Guarantee scheme.

According to the Ofcom website the following ISPs are signed up to the Ofcom Code of Practice for compensation (not a very long list):

BT (joined 1 April 2019)
EE (joined 4 May 2021)
Hyperoptic (joined 28 October 2019)
Plusnet (including John Lewis Broadband) (joined 4 May 2022)
Sky (including NOW Broadband) (joined 1 April 2019)
TalkTalk (joined 1 April 2019)
Utility Warehouse (joined 17 February 2020)
Virgin Media (joined 1 April 2019)
Vodafone (joined 3 November 2021) (for customers on the Openreach network only).
Zen Internet (joined 1 April 2019)

Thank you Ian

No that list is not as exhaustive as I would have hoped, does that then mean Openreach doesn't pay those ISPs not on the list compensation (via their Service Level Guarantee scheme) when things go wrong? or if they still do get paid that doesn't seem fair to the end customer.

Edited by PCJM40 (Wed 09-Apr-25 10:40:42)

Openreach pay the ISP for disruption or failure that is contractual and based on the service level agreements between OR and the CP , thats irrespective of that ISP being a part of the Ofcom compensation scheme , so potentially any OR failure payment is retained by the Communications Provider, there is no connection between what OR pay and what the consumer may or may not get .

Edited by Iniltous (Wed 09-Apr-25 10:46:29)

Anything Openreach pay the CP is also going to be a lot less than the Ofcom voluntary amounts, as well as capping before they exceed the monthly cost of the service.

The Ofcom compensation scheme is a strange one, in my opinion it's excessive as a cut cable could wipe out an ISPs revenue for the entire month on that product through no fault of their own. It creates a situation where residential providers with no SLAs are paying out compensation for long service outages that are out of their control but running a network so hot that every peak has packet loss doesn't attract any interest from Ofcom.

Unless you work in this area , your assertion that OR pay ‘ a lot less’ than the Ofcom scheme is nothing more than conjecture on your part , and if you do work in this area , arguably you are revealing commercially sensitive information on a public forum….OR pay out hundreds of thousands of ££’s per month in compensation to CPs , its nonsense to suggest that an ISP ‘through no fault of their own ‘ gets their revenue wiped out’ plus the Ofcom scheme is voluntary , and given the tiny number of participants compared to the number of CP’s quoted on the Ofcom website , presumably the vast majority of ISP/CP don’t provide this level of compensation anyway so no automatic payments to their customers for outages , but they receive automatic compensation from Openreach.

FWIW , I do agree that the terms of the Ofcom scheme are far too generous and feed into the all to common compensation culture , it never ceases to amaze me that if a product costs £1 to £1.50 to purchase per day , then its absence is valued at 8 to 10 times more , if its value is considered so low in its provision , then not having it should be priced accordingly, why is it suddenly much more valuable if you don’t have it , business is different (consequential loss etc ) but not having unlimited access to Netflix or Porn for a few days is not a life changing event

Edited by Iniltous (Wed 09-Apr-25 11:34:10)

Credit where credit is due to those few ISPs who do pay compensation (shame they all don't pay), but I do feel what people get is steep in comparison with what they pay per day so there should be a better way to calculate what is fair. Its worth saying giving to much is not fair and also the flip side where the majority don't giving anything is also not fair.

I would also conclude if nothing is paid then that doesn't motivate an ISP to get the service up and running like what was demonstrated recently with the Aquiss installation issue

Edited by PCJM40 (Wed 09-Apr-25 11:52:10)

I don't really see the problem, an ISP that never made a claim that they pay compensation for a delayed install (probably) didn't pay compensation for a delayed install. If you don't like Aquiss, and from your posting on this topic it seems that is the case, then don't use them. There are hundreds of alternatives.

In reply to a post by jpm:

I don't really see the problem, an ISP that never made a claim that they pay compensation for a delayed install (probably) didn't pay compensation for a delayed install. If you don't like Aquiss, and from your posting on this topic it seems that is the case, then don't use them. There are hundreds of alternatives.

Cool fella, I am just asking a question about if a certain ISP pays compensation (I explained my reason in the OP), not sure why people are trying to stop me asking questions about an ISP.

Come on, you know what you're doing. Don't treat people like they're stupid.

I'll leave you to it.

In reply to a post by jpm:

Don't treat people like they're stupid.

Not at all fella.

In reply to a post by PCJM40:

not sure why people are trying to stop me asking questions about an ISP.

Ask away. But the question seems to be of far more general application that just one ISP, bringing into question why you do not view this as a question across the generality of ISPs

In reply to a post by PCJM40:

Does anyone know if Aquiss pay compensation (recently asked below but thread locked so was never answered)? I believe this is important to know should an issue occur and when comparing them with other ISPs

You have to ask Martin this.

In reply to a post by DFScale:

Ask away. But the question seems to be of far more general application that just one ISP, bringing into question why you do not view this as a question across the generality of ISPs

I asked the question because it was originally asked by another contributor before the other thread was locked so we never go an answer.

I have also spoken in general terms fella, you only have to see below.

In reply to a post by PCJM40:

Credit where credit is due to those few ISPs who do pay compensation (shame they all don't pay), but I do feel what people get is steep in comparison with what they pay per day so there should be a better way to calculate what is fair. Its worth saying giving to much is not fair and also the flip side where the majority don't giving anything is also not fair.

In reply to a post by adslmax:

You have to ask Martin this.

Why would I need to do that fella? you post here about things relating your ISP and Openreach, plus every mobile mast in Cuckoo Oak so why would I have to ask the boss of a company to get an answer to a question that anyone here who has had an issue while at Aquiss would be able to answer.

In reply to a post by PCJM40:

Why would I need to do that fella? you post here about things relating your ISP and Openreach, plus every mobile mast in Cuckoo Oak so why would I have to ask the boss of a company to get an answer to a question that anyone here who has had an issue while at Aquiss would be able to answer.

I am not here to discuss about Cuckoo Oak or mobile mast. I am here to talk about Aquiss Pay Compensation - this is the ISP you have to ask Martin this!

In reply to a post by adslmax:

I am here to talk about Aquiss Pay Compensation - this is the ISP you have to ask Martin this!

Why would he be the only person to know the answer? are you saying there is a single point of failure?

I don’t speak for Aquiss but what I can say is that compensation was paid to me when I had a week long FTTP outage last year. I have been an Aquiss customer for some years: this may or may not have been a factor.

The unfairness of the compensation scheme is that ISPs can find themselves on the hook for problems not of their own making: for example, a technical issue within BT Wholesale. Wholesalers are not subject to OFCom oversight/regulation.

In reply to a post by GoWest:

I don’t speak for Aquiss but what I can say is that compensation was paid to me when I had a week long FTTP outage last year. I have been an Aquiss customer for some years: this may or may not have been a factor.

Thanks for sharing this

In reply to a post by GoWest:

The unfairness of the compensation scheme is that ISPs can find themselves on the hook for problems not of their own making.

Don't disagree with that.

In reply to a post by GoWest:

I don’t speak for Aquiss but what I can say is that compensation was paid to me when I had a week long FTTP outage last year. I have been an Aquiss customer for some years: this may or may not have been a factor.

The unfairness of the compensation scheme is that ISPs can find themselves on the hook for problems not of their own making: for example, a technical issue within BT Wholesale. Wholesalers are not subject to OFCom oversight/regulation.

Where do you get this notion that ISPs are the fall guy when it comes to service outages , you provide no evidence to support your unfounded opinion.

ISPs have contracts with suppliers that include payments/rebates etc for non supply etc, so your argument is weak , if an ISP in on the hook for paying compensation to it’s customers that’s because they have the contractual relationship with the consumer, Openreach have to pay the ISP if the problem ultimately was theirs, and any other supplier no doubt will have contractual obligations to the ISP , including compensation when due …it’s pretty clear that an unscrupulous ISP could claim compensation for their losses and then offer nothing in return to their customers that actually suffered the loss if they are not part of the Ofcom scheme, they could of course make good will payments if asked by their customers or but they may also refuse, using a ‘defence’ that’s seemingly acceptable to some that post on here , which is ‘ it’s my supplier fault , it’s not my fault so I don’t owe anything’ , ignoring the fact the consumer doesn’t pay the ISP suppliers for service, they pay the ISP .

Ofcom’s take on this is that’s in a competitive market, these differences are useful in determining which companies to use , they let the consumer decide if they want a ‘standup’ company that abides by the Ofcom compensation scheme , or use one that doesn’t that’s your choice.

Edited by Iniltous (Wed 09-Apr-25 13:58:40)

Someone got out of the wrong side of the bed this morning.

You are right I have no idea what compensation, if any, a retailer can demand from a wholesaler: that said, it seemed wrong to me that retailer should pay out for something this wasn’t its fault which is why I gift-aided the redress amount to a charity.

Crikey well done you for being of morally upstanding fibre. 😂 Did you have any out of pocket expenses (say for replacement connection or dual running) whilst yours was inoperative?

In reply to a post by GoWest:

Someone got out of the wrong side of the bed this morning.

You are right I have no idea what compensation, if any, a retailer can demand from a wholesaler: that said, it seemed wrong to me that retailer should pay out for something this wasn’t its fault which is why I gift-aided the redress amount to a charity.

If you bought a brand new car and it wouldn’t start , and the dealer/car manufacturers after a few questions determine that its the battery that is the issue , do you accept it as perfectly reasonable if they pointed you in the direction of the battery manufacturer and offer no further assistance/compensation for your inconvenience after all the car dealer / manufacturer only bought in the battery from a supplier , or would you expect that as the battery is an integral part if the product you bought that the responsibility to you is from the dealer and not the battery manufacturer….its no different here .

Edited by Iniltous (Wed 09-Apr-25 14:09:13)

In reply to a post by Iniltous:

If you bought a brand new car and it wouldn’t start , and the dealer after a few questions determines that the battery is the issue , do you accept it as perfectly reasonable if they pointed you in the direction of the battery manufacturer and offer no assistance/compensation for your inconvenience after all the dealer didn’t manufacture the battery , or would you expect that as the battery is an integral part if the product you bought that the responsibility to you is from the dealer not the battery manufacturer….its no different here .

Sounds familiar 🤣

In reply to a post by Pheasant:

Crikey well done you for being of morally upstanding fibre.

Is that the same as being copper bottomed?

No - we just made do with analogue TV and we checked emails standing out in the garden. Rural Shropshire is not great for a mobile signal.

Yes, we were annoyed at the time but no amount of money can recapture a lost week of connectivity. Aquiss pressed BTW as hard as it could and they kept me informed. BTW fixed its software problem late on a Friday afternoon but no action was taken to reconnect my line and some others until staff returned to work on Monday morning.

Does the size of the ISP matter when it comes to dealing with BTW: I confess that I have no idea.

Fortunately, FTTP outages are rare and I don’t see automatic compensation as a major factor in the selection process.

In reply to a post by PCJM40:

In reply to a post by Iniltous:

If you bought a brand new car and it wouldn’t start , and the dealer after a few questions determines that the battery is the issue , do you accept it as perfectly reasonable if they pointed you in the direction of the battery manufacturer and offer no assistance/compensation for your inconvenience after all the dealer didn’t manufacture the battery , or would you expect that as the battery is an integral part if the product you bought that the responsibility to you is from the dealer not the battery manufacturer….its no different here .

Sounds familiar 🤣

I may have used that analogy in the past

My main issues with FTTP (other than errant trees in storms) has been speed regrades which have gone awry. Been caught out twice now with BTW-originated issues - one small(er) business-focused ISP and one very large consumer-focused ISP. In both cases the ISPs were totally snookered. The latter event was in the age of Ofcom-compo so they did what was said on the tin, and then some, to be fair.

In reply to a post by Iniltous:

In reply to a post by PCJM40:

Sounds familiar 🤣

I may have used that analogy in the past

Honestly not a criticism, thought it was very apt.

What is the industry regulated compensation for late deliveries of cars or for car failures? I must admit I don't think any dealer has ever offered compensation for a new car either taking longer than expected to be delivered or for any failures that have happened. For late deliveries they just say it was an estimate and for breakdowns they fix it and may loan a car whilst it is in. Maybe I just deal with the wrong sort of dealers?

In reply to a post by ian72:

I don't think any dealer has ever offered compensation for a new car either taking longer than expected to be delivered or for any failures that have happened.

My sister-in-law's brand new car was replaced by a major UK dealer after several issues were found after it was delivered and the spec was better than the original car so you could consider that compensation

Aquiss did given me compensation payment in credit for Openreach failed to activated my line due to G.fast jumpered left on the cabinet as the SoGEA couldn't connected for a week. So, Aquiss did booked engineer to come out and removed the G.fast jumpered at the cabinet before my SoGEA went activated and online. Aquiss did refund me for the loss of service for a week. All credits to them. That's was last December 2024.

Edited by adslmax (Wed 09-Apr-25 16:17:23)

I’ve just been offered four years free servicing as a goodwill gesture on a car that’s been delayed by roughly 6-8 weeks. The official reason - delays due to RHD adaptations! It’s French. This was by the UK importer / agent rather the dealer. Although I suspect in actuality it will cost them very little / nought as being an EV the actual ‘service” might just amount to a brake fluid flush and perhaps some pollen filters. 😅. Still it’s the thought that counts.

Previous to that, last car I bought took 13 months to arrive from order to delivery. That was a bit of a ‘mare. There were all manner of excuses that time around including post-pandemic chip shortages, a war, (some looms got made in Ukraine) and a ‘12v’ battery supplier factory burning down!

In reply to a post by adslmax:

Aquiss did refund me for the loss of service for a week. All credits to them.

Are you saying they refunded you for first week of the service when the broadband actually didn't work at all (admittedly caused by Openreach not the ISP)? I would hope all providers big and small would do that as a bare minimum but may be thats not always the case if you think it needs commending.

In reply to a post by adslmax:

Aquiss did given me compensation payment in credit for Openreach failed to activated my line

Hopefully when you said they compensated you it was in addition to the refund.

In reply to a post by PCJM40:

Does anyone know if Aquiss pay compensation (recently asked below but thread locked so was never answered)? I believe this is important to know should an issue occur and when comparing them with other ISPs

Are we honestly back to this again?

Surely it would have been better to have posted in the Other Providers (without dedicated forums) section not here.

In answer to your (now rather tedious) question.....

Yes!

In reply to a post by Pheasant:

Previous to that, last car I bought took 13 months to arrive from order to delivery. That was a bit of a ‘mare. There were all manner of excuses that time around including post-pandemic chip shortages, a war, (some looms got made in Ukraine) and a ‘12v’ battery supplier factory burning down!

Waited a similar amount of time for a campervan, the original order having somehow 'disappeared', after some negotiation from me our 'compensation' was getting the van for the same price and not the new price which had risen by a couple of thousand pounds!
p.s. Nearly forgot, due to a problem with a couple of the windows had a couple of months wait for manufacturer to authorise repairs and 190mile round trip to get them replaced.

Edited by burble (Wed 09-Apr-25 19:58:15)

In reply to a post by Iniltous:

In reply to a post by GoWest:

Someone got out of the wrong side of the bed this morning.

You are right I have no idea what compensation, if any, a retailer can demand from a wholesaler: that said, it seemed wrong to me that retailer should pay out for something this wasn’t its fault which is why I gift-aided the redress amount to a charity.

If you bought a brand new car and it wouldn’t start , and the dealer/car manufacturers after a few questions determine that its the battery that is the issue , do you accept it as perfectly reasonable if they pointed you in the direction of the battery manufacturer and offer no further assistance/compensation for your inconvenience after all the car dealer / manufacturer only bought in the battery from a supplier , or would you expect that as the battery is an integral part if the product you bought that the responsibility to you is from the dealer and not the battery manufacturer….its no different here .

Let me explain why this is not a good comparison.
The way t'internet is delivered is multi layered, so in simple terms we have a base, OR, City Fibre, etc, then on top of that we have ISP's. To find a similar vehicular comparison you would need to look motorhomes, you have a base Fiat, Merc etc, then on top of that a coachbuilder. The place you buy from will primarily be a dealer for the coachbuilder, they might also be an approved workshop for the base, but probably not, so if something goes wrong with the base in most instances the dealer will tell you to contact an approved workshop for repairs.

In reply to a post by CJT:

In answer to your (now rather tedious) question.....

Yes!

Thanks, I'm sure all current and future customers of Aquiss will be please to learn that and can reference your issue should it not be forthcoming if they have a similar issue

In reply to a post by CJT:

In answer to your (now rather tedious) question.....
Yes!

Thanks for sharing. Assuming you're happy hopefully everyone can move to another topic.

In reply to a post by burble:

In reply to a post by Iniltous:

In reply to a post by GoWest:

Someone got out of the wrong side of the bed this morning.

You are right I have no idea what compensation, if any, a retailer can demand from a wholesaler: that said, it seemed wrong to me that retailer should pay out for something this wasn’t its fault which is why I gift-aided the redress amount to a charity.

If you bought a brand new car and it wouldn’t start , and the dealer/car manufacturers after a few questions determine that its the battery that is the issue , do you accept it as perfectly reasonable if they pointed you in the direction of the battery manufacturer and offer no further assistance/compensation for your inconvenience after all the car dealer / manufacturer only bought in the battery from a supplier , or would you expect that as the battery is an integral part if the product you bought that the responsibility to you is from the dealer and not the battery manufacturer….its no different here .

Let me explain why this is not a good comparison.
The way t'internet is delivered is multi layered, so in simple terms we have a base, OR, City Fibre, etc, then on top of that we have ISP's. To find a similar vehicular comparison you would need to look motorhomes, you have a base Fiat, Merc etc, then on top of that a coachbuilder. The place you buy from will primarily be a dealer for the coachbuilder, they might also be an approved workshop for the base, but probably not, so if something goes wrong with the base in most instances the dealer will tell you to contact an approved workshop for repairs.

Much like explaining the punchline to a joke , I always feel there is something ‘sad’ about having to explain to someone , something most would ‘get’ , I didn’t think it necessary to explain my analogy, but here it is ,
the point is you buy an entire vehicle, not separate components, your contract for supply is with a single entity, you don’t have separate contracts and payments for the engine , the body , the suspension, the electrics , so should any one of those individual parts fail during the warranty period the supplier of the vehicle is responsible, not the component provider , so if for example your suspension fails in your new or under warranty car , the dealer shouldn’t fob you with excuses that the suspension parts were provided by a third party, so your failed suspension is not really your dealers problem , no one would accept that type of excuse, you would say I bought a complete car from you , you fix the suspension, if that requires you to take the failure up with one of your suppliers, you don’t need to involve me in that conversation, that’s your problem not mine , now fix the £ucking car , or give me my money back .

My overarching point is why some people , ( posting on forums such as this one ) think it’s acceptable when an ISP deflects responsibility for failure , but wouldn’t accept that behaviour from (for example) a car dealer , in the same way you don’t buy a car as components, you don’t buy your ‘Internet’ in its component parts either , if your broadband fails , it shouldn’t matter to the customer if it’s the network, the backhaul, the equipment, the configuration etc that has failed , you pay one fee to one entity , the ISP , it’s their problem to restore your service, it’s irrelevant to the customer where the failure was , the ISP is responsible for fixing whatever the issue is even if that’s requires them to get their supplier involved, that’s their problem, they shouldn’t make it your problem

Edited by Iniltous (Wed 09-Apr-25 23:12:17)

In reply to a post by Iniltous:

In reply to a post by burble:

In reply to a post by Iniltous:

... nested quotes trimmed ...

If you bought a brand new car and it wouldn’t start , and the dealer/car manufacturers after a few questions determine that its the battery that is the issue , do you accept it as perfectly reasonable if they pointed you in the direction of the battery manufacturer and offer no further assistance/compensation for your inconvenience after all the car dealer / manufacturer only bought in the battery from a supplier , or would you expect that as the battery is an integral part if the product you bought that the responsibility to you is from the dealer and not the battery manufacturer….its no different here .

Let me explain why this is not a good comparison.
The way t'internet is delivered is multi layered, so in simple terms we have a base, OR, City Fibre, etc, then on top of that we have ISP's. To find a similar vehicular comparison you would need to look motorhomes, you have a base Fiat, Merc etc, then on top of that a coachbuilder. The place you buy from will primarily be a dealer for the coachbuilder, they might also be an approved workshop for the base, but probably not, so if something goes wrong with the base in most instances the dealer will tell you to contact an approved workshop for repairs.

Much like explaining the punchline to a joke , having to explain an analogy is a reflection on the recipient comprehension , I didn’t think it necessary to explain the analogy, but here it is , the point is you buy an entire vehicle, not separate components, your contract for supply is with a single entity, you don’t have separate contracts and payments for the engine , the body , the suspension, the electrics , so should any one of those individual parts fail during the warranty period the supplier of the vehicle is responsible, not the component provider , so if for example your suspension fails in your new or under warranty car , the dealer shouldn’t fob you with excuses that the suspension parts were provided by a third party, so your failed suspension is not really your dealers problem .

My overarching point is why is it acceptable to some people , ( many frequent forums such as this one ) think it’s acceptable when an ISP deflects responsibility, but wouldn’t accept that behaviour from a car dealer , in the same way you don’t buy a car as components, you don’t buy your ‘Internet’ in parts , if your broadband fails , it doesn’t matter if it’s the network, the backhaul, the equipment, the configuration etc , you pay one fee to one entity the ISP , it’s their problem to restore your service, it’s irrelevant to the customer where the failure is , the ISP is responsible for fixing whatever the issue is even if that’s requires a supplierd involvement

If you buy from VM you are buying a service from one entity, and your analogy works. Buy anything on OR network and it doesn't work, the company you brought it from has no control over how or when it might be fixed, they cannot say "don't you worry I'll send out Fred with a new ONT", they can only pass the job to OR.
BTW, you do buy a car as components with differing warrantees, if the 12v battery fails on a MG after 12 months you are not covered, no good waving your 7 year warranty they will point you in the direction of a battery seller.

In reply to a post by seb:

Thanks for sharing. Assuming you're happy hopefully everyone can move to another topic.

Seb, I do hope!

In reply to a post by burble:

In reply to a post by Iniltous:

In reply to a post by burble:

... nested quotes trimmed ...

Let me explain why this is not a good comparison.
The way t'internet is delivered is multi layered, so in simple terms we have a base, OR, City Fibre, etc, then on top of that we have ISP's. To find a similar vehicular comparison you would need to look motorhomes, you have a base Fiat, Merc etc, then on top of that a coachbuilder. The place you buy from will primarily be a dealer for the coachbuilder, they might also be an approved workshop for the base, but probably not, so if something goes wrong with the base in most instances the dealer will tell you to contact an approved workshop for repairs.

Much like explaining the punchline to a joke , having to explain an analogy is a reflection on the recipient comprehension , I didn’t think it necessary to explain the analogy, but here it is , the point is you buy an entire vehicle, not separate components, your contract for supply is with a single entity, you don’t have separate contracts and payments for the engine , the body , the suspension, the electrics , so should any one of those individual parts fail during the warranty period the supplier of the vehicle is responsible, not the component provider , so if for example your suspension fails in your new or under warranty car , the dealer shouldn’t fob you with excuses that the suspension parts were provided by a third party, so your failed suspension is not really your dealers problem .

My overarching point is why is it acceptable to some people , ( many frequent forums such as this one ) think it’s acceptable when an ISP deflects responsibility, but wouldn’t accept that behaviour from a car dealer , in the same way you don’t buy a car as components, you don’t buy your ‘Internet’ in parts , if your broadband fails , it doesn’t matter if it’s the network, the backhaul, the equipment, the configuration etc , you pay one fee to one entity the ISP , it’s their problem to restore your service, it’s irrelevant to the customer where the failure is , the ISP is responsible for fixing whatever the issue is even if that’s requires a supplierd involvement

If you buy from VM you are buying a service from one entity, and your analogy works. Buy anything on OR network and it doesn't work, the company you brought it from has no control over how or when it might be fixed, they cannot say "don't you worry I'll send out Fred with a new ONT", they can only pass the job to OR.
BTW, you do buy a car as components with differing warrantees, if the 12v battery fails on a MG after 12 months you are not covered, no good waving your 7 year warranty they will point you in the direction of a battery seller.

This has nothing to do with the way Openreach is mandated to deal with the rest of BT and other CP’s that consume their products, nothing to do with repair or provision,

Why are you quoting the difference between warranty on the battery on a cheap Chinese EV compared to the rest of the warranty on the vehicle, even if true is completely irrelevant.

No where did I say the ISP has control over what their supplier does , that’s not the point , you as a consumer have no contract with the ISP supplier, they have no responsibility to you , an ISP , even if it’s accurate to say they are dependent on their supplier is irrelevant to your contractual relationship, that’s why the ISP not OR pay the consumer compensation , in the same way if your battery dies , the battery manufacturer doesn’t fix the car the retailer does , what happens between the retailer and the supplier isn’t your problem

Edited by Iniltous (Thu 10-Apr-25 07:50:52)

In reply to a post by seb:

Thanks for sharing. Assuming you're happy hopefully everyone can move to another topic.

Indeed. Maybe someone can also add the answer to the OP to save future readers from wading through the thread.

If your reading backwards through the thread the answer is Yes.

In reply to a post by Croftie2:

the answer is Yes.

Only time will tell if that is Yes to all or Yes to some, lets hope its the former.

In reply to a post by Croftie2:

Indeed. Maybe someone can also add the answer to the OP to save future readers from wading through the thread.
If your reading backwards through the thread the answer is Yes.

I answered the question by replying to the original post, was it SO hard to find?

In reply to a post by PCJM40:

In reply to a post by Croftie2:

the answer is Yes.

Only time will tell if that is Yes to all or Yes to some, lets hope its the former.

What on earth do you mean?

It wasn't a dig, just would save reading through a page and a half. Was also a subtle test for the OP and they failed.

I wouldn't waste any more time or pay any more attention to them

In reply to a post by Croftie2:

a subtle test for the OP and they failed.

Test me as much as you want fella

In reply to a post by Croftie2:

I wouldn't waste any more time or pay any more attention to them

To who fella?

Its clear they pay it out on occasion, but I suppose your question might be interpreted it as will they automatically pay it when certain things happen, rather than a case by case basis?

I read AAISP's response to the Ofcom consultation for the compensation scheme, and they opposed it along the lines of the ISP would be compensating for issues out of their control and when they had no assurance of getting compensation themselves from BT wholesale, as the scheme had no such obligation.

So I see it from both ways.

The scheme I expect has 2 purposes, to make consumers feel like they are important when they get compensated and to motivate the ISP financially to address problems with service. On the latter point ISPs like Aquiss dont need that motivation as they are very good at addressing problems in the first place.

In reply to a post by CJT:

In answer to your (now rather tedious) question.....

Yes!

Nothing 'tedious' about good customer service.

Good customer service should be celebrated.

Would you be able to let correspondents know the daily rate of Aquiss' compensation scheme. I think you were delayed by around, was it, 13 days?

This will be a great help to punters looking at and comparing providers on ThinkBroadband.

In reply to a post by Croftie2:

It wasn't a dig, just would save reading through a page and a half. Was also a subtle test for the OP and they failed.

I’m glad because I have grown tired of being part of what appears to be an ongoing ’issue’ someone has with my ISP of choice because they dared to ‘think outside the box’ and I had to do my own leg work. Them and their new sidekick

In reply to a post by FibreBubble:

Nothing 'tedious' about good customer service.

Good customer service should be celebrated.

Never said good customer service was tedious, I said this thread was tedious!

Would you be able to let correspondents know the daily rate of Aquiss' compensation scheme. I think you were delayed by around, was it, 13 days?

This will be a great help to punters looking at and comparing providers on ThinkBroadband.

No I wouldn’t because A: I’m not a spokesperson for Aquiss, and B: that’s between Aquiss and I.. oh and just for good measure C: it’s none of your or anyone else’s business!

If you don't want people to comment on your delayed appointment experiences, it's probably best not to post extensively about them on the forum.

It is disappointing for potential customers that the Aquiss compensation rates for failed appointments and repair and how it is applied, is not available for punters to compare with those signed up to Ofcom's CoP.

In reply to a post by FibreBubble:

If you don't want people to comment on your delayed appointment experiences, it's probably best not to post extensively about them on the forum.

It is disappointing for potential customers that the Aquiss compensation rates for failed appointments and repair and how it is applied, is not available for punters to compare with those signed up to Ofcom's CoP.

I am sorry that my post somehow irritated you, but then you didn't have to comment on it.. did you!

If you are that interested in Aquiss' compensation model, you can reach out and ask Aquiss yourself..

I posted my experience because that's what it was an experience. You were not required to interact with it and you did so of your own accord.

As I said above if you are that determined to find out, you know how to contact them.

Have a lovely day.

In reply to a post by FibreBubble:

In reply to a post by CJT:

In answer to your (now rather tedious) question.....

Yes!

Nothing 'tedious' about good customer service.

Good customer service should be celebrated.

Would you be able to let correspondents know the daily rate of Aquiss' compensation scheme. I think you were delayed by around, was it, 13 days?

This will be a great help to punters looking at and comparing providers on ThinkBroadband.

For those ISPs who are signed up to the official Ofcom code of practice for compensation that would be a lot of compensation at £6.24 a day.

In reply to a post by CJT:

I am sorry that my post somehow irritated you

The person throughout this and the other thread that appears irritated is you and I can't fathom why. Those of us seeking clarity and accuracy about an ISP seem to be vilified and portrayed as troublemakers (even by the owner of that ISP) just because we are asking questions and trying to assess how an ISP responds/acts to issues rather than saying hallelujah praise the lord.

£89.60 would be the due compensation under the Ofcom scheme , that’s probably the equivalent of 2 to 3 months rental for 14 days delay , far too generous in my opinion, especially if the existing service was maintained during that period , however the ISP in question isn’t a member of that scheme , the ISP has apparently paid or credited something to the customer, but the customer doesn’t feel it’s anyone’s business but their own and isn’t prepared to confirm the amount of compensation, which is absolutely fine.

I think it’s probably fair to say the amount is less than £89.60 , if the customer is happy with the outcome there isn’t really anymore to say other than Openreach will also be liable for late delivery and doubtless the ISP will be compensated within the terms that apply between the ISP and Openreach regarding late delivery, I’d go so far to say financially the ISP will not have suffered.

There will be those that will disagree and suggest no compensation from OR will be paid to the ISP , or it will be less than the figure the ISP provided to the customer, or less than the Ofcom scheme figure, but like most posts on here , ( including mine ) are simply their opinions and not necessarily fact based .

Edited by Iniltous (Fri 11-Apr-25 10:11:06)

In reply to a post by PCJM40:

For those ISPs who are signed up to the official Ofcom code of practice for compensation that would be a lot of compensation at £6.24 a day.

VM are listed as providing that compensation, they are known to try all sorts to dodge paying it, even managed to appear on Watchdog this week.

In reply to a post by Iniltous:

£89.60 would be the due compensation under the Ofcom scheme , that’s probably 2 to 3 months rental for 14 days delay , far too generous in my opinion, especially if the existing service was maintained during that period

I wouldn't disagree with what I have quoted by you above other than to question was the original OP still paying for the existing service while they waited for the new service and secondly their day by day diary of the handling of the issue has thrown things into the public domain that the ISP may not have wanted people to know so no compensation would have certainly reflected badly.

In reply to a post by burble:

VM are listed as providing that compensation, they are known to try all sorts to dodge paying it, even managed to appear on Watchdog this week.

Wow thats not good.

Seb

If you read this post can you close this thread please

Thanks

Well with all due respect telling someone not to make a record of the situation so others can be aware of how Openreach operated was hardly helpful.

Yes I am irritated by some of the things said in this thread, and that’s my entitlement.

I never said you weren’t entitled to know something I just said it wasn’t my responsibility or place to inform you.

If Aquiss wish to publish their refund policy and monetary compensation that’s up to them.

Perhaps we can move on now?

Again you continue the thread!!

In reply to a post by CJT:

telling someone not to make a record of the situation so others can be aware of how Openreach operated was hardly helpful.

Who said anything about not wanting you to create that thread? I made an observation about you highlighting the ISPs handling of it by doing so. In the same way this thread gives people the information about compensation should an issue occur but you appear not happy I created this thread.

In reply to a post by CJT:

Yes I am irritated by some of the things said in this thread, and that’s my entitlement.

So you're irritated because you don't want to read other people's comments? I made a comment in your thread that we should all be able to agree to disagree without any finger pointing and bad feeling but you don't seem to agree with that.

Edited by PCJM40 (Fri 11-Apr-25 11:15:54)

In reply to a post by PCJM40:

Again you continue the thread!!

How else can someone reply?

In reply to a post by CJT:

telling someone not to make a record of the situation so others can be aware of how Openreach operated was hardly helpful.

Who said anything about not wanting you to create that thread? I made an observation about you highlighting the ISPs handling of it by doing so. In the same way this thread gives people the information about compensation should an issue occur but you appear not happy I created this thread.

Never said it was you who said that, you can see who replied and said I shouldn’t have created a thread if I didn’t want replies.

In reply to a post by CJT:

Yes I am irritated by some of the things said in this thread, and that’s my entitlement.

So you're irritated because you don't want to read other people's comments? I made a comment in your thread that we should all be able to agree to disagree without any finger pointing and bad feeling but you don't seem to agree with that.

No I’m irritated by some of the comments made. I have no issues with you creating this thread it has just gone one far too long now.

I got compensation, the amount is not up for discussion/debate. If anyone wants to know they know how and who to contact.

End of discussion from my side. Take care

In reply to a post by CJT:

Never said it was you who said that, you can see who replied and said I shouldn’t have created a thread if I didn’t want replies.

You must know what he was trying to say? just like saying, 'If you can't stand the heat, get out of the kitchen'. Most people would agree that If you don't want people to discuss a subject matter both the good and the bad bits then its best not to post them on a forum where people can comment.

Closed!
Now I can get some coffee!