Auto compensation is here

But what is it, and what do you need to know?


From April 1st the voluntary auto compensation scheme goes live. Zen has signed up to it, but what does this mean for you, and the service you can expect to receive from us?

Automatic compensation

Perhaps this is the best place to start.

Auto compensation helps to ensure that, should the service you receive fall short of expected standards, you’ll be compensated automatically. There's nothing you need to do to sign up, claim or be eligible. If your qualify to receive compensation, you'll automatically receive it as a credit to your Zen account.

And we're making auto compensation available customers on any of the following products:

Residential broadband

Small business broadband

Residential line rental

Auto compensation is not available to customers on a business line rental package.

So from the 1st April 2019, when can you expect to receive automatic compensation from Zen?


1) Delayed repair 

If your service stops working and the fault is not fixed within two working days (you’ll need to report the fault to us), you’ll then automatically receive £8.40 per day for each additional day until the fault is repaired.

2) Missed appointments

We know how frustrating missed and cancelled appointments can be. That’s why, if an engineer doesn’t turn up for a scheduled appointment, or the appointment is cancelled with less than 24 hours’ notice, you’ll receive £26.24 compensation.

3) Delayed provision

For orders placed on or after the 1st April 2019, if you’re promised that a new service will go live on a given date and it doesn’t, you’ll automatically receive £5.25 per day (including the missed start date) until it does.


We’ve signed up to this voluntary scheme because we believe it is a fairer system for customers. If something goes wrong with your service we think you should know what you’re entitled to, and you shouldn’t have to go out of your way to get it.