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.